Complaints Procedure for Gardeners Seven Kings
This complaints procedure sets out how Gardeners Seven Kings and associated Seven Kings gardening services handle concerns about work quality, conduct or service delivery. It exists to ensure any issue raised by a customer or third party is treated with respect, investigated promptly and resolved fairly. The goal is to maintain standards across garden maintenance Seven Kings operations while protecting the rights of clients and staff. This document is a procedural statement and not a contract; however, it reflects our commitment to continuous improvement.
Principles and Scope
Our approach is built on a few core principles: accessibility, transparency and timeliness. We will acknowledge complaints quickly, investigate without bias, and communicate outcomes clearly. Key principles include proportionate investigation, confidential handling, and reasonable timescales for response. The policy applies to all aspects of Seven Kings gardeners' service delivery: garden design, planting, pruning, lawn care and site safety. It covers complaints made by residential and commercial customers within our service area and by authorised representatives acting on their behalf.
Complaints may be raised verbally or in writing; they should outline the nature of the concern, relevant dates and the outcome sought. While specific contact details are not included in this policy, complainants should use the usual channels provided by the service order or quotation. We encourage early notification so minor issues can often be rectified quickly by supervision staff on site, but more serious matters will progress through the formal procedure described below.
Acknowledgement and Initial Assessment
On receipt of a complaint the gardening team will: acknowledge the complaint, record the details, and perform an initial assessment to determine the appropriate level of investigation. Where necessary we will prioritise safety-related concerns. Expect an initial acknowledgement within a defined short period and an estimated timeline for a substantive response. Records will include the complaint summary, assigned reference, dates and staff handling the case.
Investigation process — An investigator, independent of the immediate delivery team where possible, will examine the facts. Steps commonly include:
- site inspection by a qualified member of staff,
- review of job records, photos and any relevant quotations or plans,
- interviews with staff who attended the work, and
- requests for additional information from the complainant if required.
The investigation will be proportionate to the nature of the complaint. For standard service complaints this may take a few working days; more complex disputes may require longer. We aim to keep the complainant informed of progress at key milestones and will provide a written outcome explaining the findings and any proposed remedies.
Resolution and Remedies
Where a complaint is upheld, remedies will be considered to place the client, as far as reasonably possible, in the position they would have been in had the issue not occurred. Remedies may include a repeat of the work at no cost, a proportionate refund, or another form of corrective action. Remedies will match the scale of the issue and take into account safety and environmental obligations. All agreed outcomes will be recorded and closed once actions are complete.
Escalation and Independent Review
If a complainant is not satisfied with the outcome, the matter can be escalated internally to a senior manager for review. For unresolved disputes, we outline options for independent third-party review or alternative dispute resolution appropriate to the situation. This may include mediation provided by an impartial mediator or an independent adjudicator acceptable to both parties. Where statutory remedies exist, those routes remain available to the complainant, subject to applicable law.
Record keeping and learning — All complaints will be logged and retained for an appropriate retention period. Records support transparency and allow the business to identify trends, recurring issues and training needs for Seven Kings gardening crews. Lessons learned feed into quality assurance processes and staff development. We may update procedures, tools or staff briefings in response to systemic issues to reduce the risk of recurrence.
Confidentiality and Data Handling — We treat all complaints with due respect for privacy. Personal data collected during complaint handling is used solely for the purpose of investigating and resolving the issue and is handled in accordance with applicable data protection standards. Information will not be disclosed to unrelated third parties except as required by law or with the complainant's consent.
Monitoring and Review — This complaints procedure is reviewed periodically to ensure it remains effective and aligned with operational realities across our gardening service area. The policy supports a culture where issues are raised early, resolved fairly, and used constructively to improve services offered by our team of Seven Kings gardeners.
Accessibility — The procedure aims to be accessible to all clients and stakeholders. Reasonable adjustments will be made where necessary to assist those with communication needs during the complaints process. We welcome input on improving accessibility to ensure everyone can make a complaint or seek resolution without undue difficulty.
