Complaints Procedure — Gardening Mayfair

Purpose and scope: This complaints procedure explains how Gardening Mayfair and its Mayfair gardening teams handle concerns about garden services, maintenance work, planting, pruning and related care. It applies to complaints about any aspect of our garden services in Mayfair, including scheduling, workmanship and site conduct. We aim to respond fairly and promptly so that anyone who uses our Mayfair garden care services understands the steps we take to resolve issues.

Policy principles: We treat every concern seriously. Our approach is to be transparent, proportionate and practical. Complaints are an important source of improvement: they help our gardening teams refine practices, reduce repeat issues and maintain high standards for residential and commercial garden services in Mayfair and nearby neighbourhoods. This policy avoids legalistic language and focuses on clear, reasoned steps.

How to raise a concern: If a customer is unhappy with garden maintenance, planting schemes, turfing, hedge work or any other element of our Mayfair garden services, they should describe the problem clearly, including dates, locations and names of staff involved where possible. We request that the complaint be made in writing or recorded in an email or message to keep an accurate record of events; however, we also accept verbal reports which will be documented by our team. The first aim is to understand the issue fully so we can offer a proportionate remedy.

Stage 1 — Local resolution

On receipt we will acknowledge the complaint promptly and assign it to a designated investigator. Our local resolution stage focuses on swift review by the site supervisor or project manager who handled the job. This stage typically resolves straightforward matters such as missed tasks, scheduling errors or minor workmanship concerns within 5–10 working days. For many issues, an on-site visit, an apology and corrective action (such as rework or additional visits) will be sufficient.

If immediate corrective work is required — for example remedial turfing, replacement planting or reshaping of hedges — we will schedule the work at the earliest practical date. Throughout this process we keep a clear record of actions taken and provide the customer with a summary of remedial steps. Our goal is to restore the garden to the expected standard of care while keeping disruption to a minimum.

Stage 2 — Formal investigation: When the complaint is complex or unresolved at local level, it moves to a formal investigation. A senior manager reviews records, photographs and any subcontractor input. Investigations cover cause, remedial options and any compensation or goodwill gestures that may be appropriate. This stage usually concludes within 20 working days, though timelines are extended if specialist horticultural advice or third-party assessments are needed.

Resolution options and outcomes

Possible outcomes include:

• work re-done at no additional charge;
• agreeing a phased remedial plan for seasonal or plant-specific matters;
• partial refunds where services were not provided as described;
• clarification and assurance of improved practise for future visits.

Throughout, we aim to be reasonable and practical. If a remedy involves replacement planting, customers should allow for appropriate seasons and growing periods; horticultural outcomes cannot always be instant, and we will explain realistic timelines and expectations. For disputes about subjective matters such as design taste, we focus on whether agreed specifications were met.

Escalation and independent review: If a complainant remains dissatisfied after our formal investigation, the case can be escalated to a senior director within our organisation for a final internal review. While we do not provide legal advice, we will document our findings clearly and explain the rationale for our decisions. We may suggest that parties seek independent professional horticultural assessment if there is disagreement about technical plant care or structural work, allowing an impartial expert to comment on standards and likely outcomes.

Record keeping and learning: All complaints and their outcomes are recorded and used to improve training, safety and quality assurance. We use anonymised summaries to review trends across gardening projects, ensuring that both our Mayfair gardening crews and subcontractors learn from each case. Records include timelines, communications, remedial actions and any agreed compensation or follow-up visits.

Staff training is central to reducing complaints. We provide regular briefings on customer care, plant health diagnostics and safe working practices. By raising the standard of workmanship and communication, we reduce the frequency of repeat concerns and maintain a reliable level of garden maintenance and design delivery in the area.

Confidentiality and fairness: We handle complaints with confidentiality and respect for all parties. Information collected during the complaints process is used only to investigate and resolve the issue, to improve future service and to comply with any regulatory obligations. Every complainant is treated equally, and we commit to fair, unbiased resolution grounded in practical horticultural expertise.