Complaints Procedure — Gardener Soho Service Policy

How to Raise a Concern

This Complaints Procedure sets out how Gardener Soho and our associated gardening services handle concerns about the quality, safety or timeliness of work. It applies to any customer or representative who wishes to register an issue with a gardening company, a Soho gardener appointment, or related maintenance tasks. We aim to resolve matters promptly and fairly. If a client feels a standard or practice falls short of expectations, this document explains the steps we will take to acknowledge, investigate and, where appropriate, remedy the situation.

The policy is designed to be accessible and proportionate: simple issues can be dealt with quickly, while more complex disputes follow a formal review. All complaints are treated seriously and we keep impartial records of each stage. This procedure does not restrict a customer’s statutory rights or options to pursue alternative dispute resolution where appropriate. Our goal is to improve the quality of our gardening services and to restore confidence in our teams while maintaining professional standards.

To raise a complaint, a clear description of the issue should be provided, including the service date, description of the work or visit, and the specific outcome you seek. We accept concerns raised in writing or verbally; in all cases we will record the substance of the complaint. While this policy avoids legal jargon, it outlines realistic timescales and actions so complainants understand what to expect. Complaints about health and safety or potential damage are prioritised and may trigger an immediate site review.

Investigation and Response

The process has three main stages: acknowledgement, investigation and resolution. On receipt we will acknowledge the complaint promptly and note any urgent matters. Investigations are proportionate and may include site visits, review of job notes, photographs, and discussions with operative(s) or crew leaders. Our investigators are trained to be objective and to consider any evidence supplied by the customer.

Typical steps during investigation include:

• Initial acknowledgement and logging of the complaint;
• Collection of relevant information from both the customer and the gardener;
• Assessment of the facts against the scope of the original work and agreed specifications;
• Determination of whether remedial work, refund, or other remedies are appropriate.

Decisions will be communicated clearly and in plain language. Where a complaint is upheld, practical remedies may include corrective visits by a qualified gardener, a partial refund, or compensation where appropriate. Where a complaint is not upheld, we will explain the reasons and provide evidence that supports that conclusion. All outcomes are documented and an internal review may recommend changes to processes or additional training.

Confidentiality and impartiality are fundamental. Records of complaints are retained in line with our data policies and used only for legitimate business purposes such as learning and compliance. We ensure no customer is disadvantaged for raising a concern and that investigations are conducted without bias. Staff involved in complaints handling operate under clear standards of conduct and may be supported by senior management where escalation is required.

Where appropriate, complainants may request a formal review or appeal of the decision. The appeal will be handled by a senior member of the team not previously involved in the investigation. Appeals are limited to reviewing whether the original process was followed fairly and whether the conclusions were reasonable in light of the evidence. If the appeal identifies procedural lapses or new information, further action may be taken to reach a fair resolution.

This complaints procedure supports continuous improvement: patterns of complaints are analysed to identify training needs, service design issues, or supply problems affecting gardeners and the wider gardening business. We periodically review the policy to ensure it remains effective and aligned with best practice. By documenting and responding to complaints appropriately, Gardener Soho and affiliated gardening services seek to maintain trust, protect customers, and enhance service delivery across our operational area.