Complaints Procedure for Hedge Trimming Deptford

This Complaints Procedure describes how we handle concerns about hedge trimming in Deptford and related hedge maintenance services. It is intended to be clear, fair and practical for anyone using our hedge care services. Our objective is to resolve issues promptly and to learn from them so that our Deptford hedge trimming standards improve over time.

Scope and purpose are central to an effective policy.

Scope

This procedure applies to complaints about any aspect of hedge trimming Deptford work, including scheduling, workmanship, site tidiness, arboricultural practice and health and safety compliance. It applies to residential and commercial hedge maintenance Deptford services carried out across our service area.

First steps

If you are dissatisfied with any element of Deptford hedge trimming performance, please raise the concern as soon as possible. We aim to acknowledge every complaint in writing within three working days and to provide an initial response or proposal for investigation within ten working days. Where immediate health or safety risk is identified, we will prioritise action to reduce risk before full investigation.

How we investigate

When we receive a complaint we will assign a case handler to manage the investigation. The investigator may consult the grounds team, the job sheet and any photographic evidence provided. Investigation steps typically include:

• Review of the original work order and specification for the hedge trimming job.
• Discussion with the crew that delivered the hedge trimming service.
• Site inspection where appropriate to assess workmanship and safety.

Transparent outcomes—after investigation we will communicate one of the following outcomes: an explanation of what occurred, a proposal to make good (rework or additional trimming to meet agreed standards), or an agreed remedial action such as tidy-up or re-inspection. In rare cases where standards were not met, a partial remedy or goodwill gesture may be offered where appropriate and proportionate. The aim is to arrive at a fair resolution quickly.

Timelines and escalation

Our standard timeline is to complete investigations and propose resolutions within 20 working days of acknowledgement. If resolution cannot be achieved within that timeframe, we will update the complainant with the reasons for delay and an estimated completion date. If a complaint cannot be resolved at case-handler level, it may be escalated to senior management for independent review.

To ensure consistency we record each complaint, the investigation steps taken and the final outcome. Records will include dates, personnel involved and any photographic evidence. Retention of records follows data protection and privacy requirements and is limited to the time necessary to administer the complaint and to comply with regulatory obligations.

Confidentiality is respected throughout the process. We treat complaint details sensitively and share them only with those who need to be involved in the investigation. Personal data is handled in accordance with applicable data protection principles and only retained for the purposes set out above.

Key responsibilities—everyone involved in hedge maintenance Deptford work has a role in preventing complaints: staff must follow job specifications and safety guidance; supervisors must ensure quality control; management must review trends and implement improvements. Staff training and clear job instructions are important preventative measures.

Appeals and external review: if the complainant remains dissatisfied after internal escalation, the complaint can be referred to an independent arbiter where available, or to a relevant industry body, for further consideration. The aim of external review is to provide impartial insight when internal processes have reached their natural conclusion.

Continuous improvement—we analyse complaint trends to identify recurring issues in our hedge trimming processes and to update training, procedures and specifications. This promotes better outcomes for customers and strengthens overall service quality in hedge care Deptford and surrounding areas.

Accessibility—we strive to make this procedure easy to use for all customers and can provide summaries in plain language or in alternative formats upon request. We aim to be fair, prompt and transparent when dealing with any complaint about Deptford hedge trimming services.

Final notes: this complaints procedure is designed to ensure that concerns about hedge maintenance are taken seriously and dealt with consistently. By documenting complaints, investigating thoroughly and implementing lessons learned, we improve our hedge trimming standards and maintain trust with the communities we serve.

We are committed to handling every complaint professionally and to using each case as an opportunity to refine our approach to hedge trimming and hedge care across our service area.