Complaints Procedure — Garden Maintenance Limehouse

Purpose and scope: This complaints procedure explains how we handle concerns about Garden Maintenance Limehouse services and related grounds care. It applies to all routine garden upkeep in Limehouse, including scheduled maintenance, seasonal work and one-off landscaping tasks carried out by our teams. The aim is to resolve issues fairly and promptly while maintaining high standards of safety and professionalism. We treat every complaint as an opportunity to improve the quality of our local garden maintenance services.

Who may raise a complaint: customers, property managers and authorised representatives who have engaged our Limehouse garden maintenance services may use this process. Complaints can relate to workmanship, missed visits, damage, safety incidents or contractual matters. We will accept a complaint from an authorised third party if they make clear they have the permission of the service recipient. While we encourage early notification, concerns raised up to a reasonable time after the service are considered.

Initial reporting and acknowledgement: When a concern is reported it is recorded and acknowledged promptly. You will receive confirmation that your complaint has been logged and provided with a unique reference number. Our acknowledgement will outline the expected timescales for investigation and final response. We aim to confirm receipt within 3 business days and provide an initial update within 10 working days, depending on the complexity of the issue.

How we investigate

Our investigation process is systematic and impartial. Investigations typically include a review of the contract or service agreement, examination of any photographic evidence, and interviews with the staff involved in the visit. We may arrange a site revisit to inspect the work. Throughout, our objective is to establish the facts, identify any shortfall against agreed standards and recommend practical remedies.

Investigation steps: collect information, assess the facts, and determine corrective actions. Typical steps include:

• Document review of job sheets and service records
• Inspection notes and photographic evidence
• Interviews with operatives and supervisors
• Assessment of whether the issue is isolated or systematic

Resolution options

Depending on the findings, remedies for complaints about Limehouse grounds care may include a supervised revisit to correct the work, adjustment of future service schedules, refund or credit in appropriate cases, or a written explanation when no further action is warranted. We will outline any remedy we propose and provide a clear timeline for completion. Where multiple remedies are possible we will explain the rationale for the chosen response.

Escalation and independent review: If you are not satisfied with the response provided at the conclusion of our investigation you may request escalation within the organisation. An internal review will be undertaken by a senior manager not previously involved in the case. If the matter remains unresolved, we will set out available independent dispute resolution options, such as mediation or alternative dispute resolution services, without endorsing a particular provider.

Confidentiality and data handling: Information gathered during a complaints process is handled in accordance with data protection principles. Records are retained for legitimate business purposes and to support continuous improvement, with access restricted to those directly involved in the investigation. We balance transparency with respect for privacy and confidentiality when recording and reporting complaint outcomes.

Record keeping, learning and continuous improvement: All complaints related to local garden maintenance Limehouse activities are logged and reviewed periodically to identify trends and training needs. Outcomes may lead to revised procedures, additional training for teams, and changes in quality control measures. We commit to communicating any procedural changes that affect the standard of work and to using complaints constructively to enhance reliability and customer satisfaction.