Complaints Procedure — Gardeners Camden Service Charter

Introduction: This complaints procedure sets out how Gardeners Camden and our Camden gardening company teams manage, investigate and resolve concerns about garden maintenance, landscaping, and associated horticultural services. It applies to all contracted work and ad hoc gardening services provided by Camden gardeners or affiliated garden care operatives. The goal is a clear, fair and timely process that respects the needs of clients and the standards expected of a professional gardening services Camden provider.

We encourage early communication so that small issues can be resolved quickly. If you have a worry about workmanship, punctuality, plant health, safety or scheduling, please raise it through the formal channels described below. Our complaints route is intended to be accessible whether the concern is about routine garden maintenance, an installation by the Camden gardening company, or horticultural advice supplied by our gardeners in Camden.

Scope: This policy covers complaints about service delivery, personnel conduct, billing discrepancies related to gardening work in Camden, and any other service-related matters. It does not cover general advice requests, project planning preferences, or routine operational communications which should be managed through normal service contacts. The procedure explains how complaints are recorded, investigated and closed, and what remedies may be offered.

Complaints can be raised verbally or in writing. When contacting the gardening team, provide as much detail as possible: project dates, location description, names of operatives if known, and clear explanation of the issue. A clear account helps our Camden gardeners identify the facts and speed up resolution. Please include photographs when plant health, property damage or workmanship are involved.

Initial acknowledgement: Upon receipt of a complaint the Camden garden care team will acknowledge it in writing (email or letter) within five business days. That acknowledgement will confirm the complaint has been logged and provide an estimated timescale for a full response. Where further information is required, we will request it at this stage.

Investigation process: We will allocate a complaints handler—someone independent of the team that carried out the work where practical. The handler will review records, speak to the crew, and, if needed, arrange a site visit. Investigations aim to be thorough yet proportionate and conclude within 15 working days of acknowledgment where possible. If more time is needed we will notify you and explain the reason for the delay.

Following investigation, we will offer a resolution based on findings. Remedies may include: repeat work to rectify defects, partial or full re-do of affected elements, financial adjustment where appropriate, or an agreed remedial plan. Our priority is to restore the garden and client confidence in our Camden gardening services.

Escalation: If you remain dissatisfied with the proposed resolution, the complaint may be escalated to a senior manager within the Camden gardening company for review. The escalation will be reviewed promptly and a final internal response will normally be provided within a further 10 working days. Decisions at this stage consider the investigation evidence, contractual obligations and practical remedies.

Independent review: Where internal escalation does not resolve the matter, we will outline options for independent review or mediation when appropriate. This may include an independent arbiter experienced in residential or commercial horticultural disputes. We aim to be transparent about options rather than forcing formal legal routes.

Record keeping and learning: All complaints are recorded centrally to monitor patterns and identify service improvements. We use complaints to refine training for Camden gardeners, improve plant handling protocols and reduce future recurrence. Records are retained in accordance with internal document retention policies and in a way that respects confidentiality.

Confidentiality and fairness: Complaints are handled sensitively and confidentially. We request that complainants treat staff respectfully during the process. Likewise, team members involved in a complaint will be given the opportunity to present their account before decisions are taken.

Responsibilities: The Camden gardening company management is responsible for ensuring the complaints process is followed and that outcomes are implemented. Complainants are responsible for providing accurate information and cooperating with reasonable requests to facilitate inspection or corrective works. Together we aim to resolve concerns constructively and maintain high standards of garden care delivery.