Complaints Procedure — Hedge Trimming Norbiton

This complaints procedure explains how concerns about Hedge Trimming Norbiton and related garden maintenance services are handled. It applies to hedge trimming, hedge maintenance and general shrub care provided across our service area. The policy is intended to be clear, accessible and fair, helping customers understand how to raise an issue, what to expect during an investigation and the typical timescales for resolution. We aim to treat every complaint seriously and to resolve matters promptly while protecting privacy and ensuring professional standards.

Scope and principles: the procedure covers complaints about workmanship, timing, damage, conduct and any breach of the agreed specification for hedge care. Our approach is guided by the following principles: responsiveness, impartiality and continuous improvement. We will deal with each issue proportionately and will ensure that complainants are treated respectfully. Where appropriate, we will offer a remedy or an explanation rather than financial compensation, but outcomes are assessed on a case-by-case basis.

How to raise a concern: customers may raise a complaint through the same channel they used to book the hedge trimming service (for example, by written note or electronic message). Please include the job date, a concise description of the issue and any photos or evidence available. If you are representing a third party, please confirm you have authority to act on their behalf. Complaints raised verbally will be recorded and acknowledged in writing.

Acknowledgement and initial response

When a complaint is received we will acknowledge it promptly. An acknowledgement confirms receipt and sets out the next steps. We aim to send an acknowledgement within five business days. In the acknowledgement we will normally indicate the officer responsible for handling the complaint and provide an estimated timetable for the investigation. If we need more time to look into complex issues, we will explain why and provide regular progress updates.

Investigation process: complaints are investigated by a trained member of staff who is independent of the original operative where possible. The investigation will typically include the following steps:

• Review of the booking details and job sheet for the hedge trimming visit.
• Examination of any photos, notes or evidence supplied by the customer.
• If necessary, an inspection of the site or a request for the operative’s account.
• Consideration of applicable standards for hedging and shrub pruning, and any contractual terms.

The investigator will keep a clear record of findings and proposed remedies. Where quick rectification is feasible (for example, a minor re-trim or tidy-up), we will seek to offer a practical on-site solution.

Outcome, escalation and records

Where we identify a service failure, we will propose a remedy which may include corrective work, a partial refund or other appropriate remedy. All decisions are recorded and explained to the complainant in plain language. If a customer is dissatisfied with the initial outcome, they may request escalation for a secondary review. Escalations are handled by a senior manager or designated reviewer who was not involved in the original handling of the complaint. Escalation does not involve external organisations unless legally required.

Confidentiality and data handling: complaint records are kept securely in accordance with data protection standards. Information is shared only with those who need it to investigate or resolve the issue, such as site operatives or supervisory staff. Records will detail the nature of the complaint, evidence considered, actions taken, and the final outcome. We retain records for a reasonable period to support quality control and any future queries related to the same job.

Timeframes and expectations: we aim to resolve most routine complaints within 15 business days from acknowledgement. More complex matters requiring inspections, third-party assessments or specialist advice may take longer; in such cases we will notify the complainant of the reason for delay and provide an updated timescale. Where a complaint requires corrective work, scheduling will depend on operational availability and weather conditions affecting hedge maintenance.

Continuous improvement: complaints are treated as an opportunity to improve the standard of hedge trimming and gardening services. Summaries of complaint trends are reviewed periodically by management to identify training needs, procedural gaps or equipment issues. Where appropriate, we will revise our service protocols or staff guidance to prevent recurrence.

Final notes: this complaints procedure is designed for transparency and fairness in relation to hedge trimming, hedge care and related garden services. While the process aims to be straightforward, every case is assessed individually and outcomes are provided in written form. If you have concerns about safety or potential damage to protected plants or boundary issues, please raise these within your complaint so they can be prioritised. We remain committed to delivering reliable Norbiton hedge trimming and maintenance with accountability and respect for customer rights.