Complaints Procedure for Hedge Trimming Bounds Green Services

Introduction: This document sets out the complaints procedure for hedge trimming and related maintenance in and around Bounds Green. It applies to anyone using our hedge trimming services in Bounds Green and nearby service areas and establishes a clear, fair and timely process for raising concerns about workmanship, scheduling, site safety or customer care. The aim is to resolve issues promptly while maintaining high standards of hedge maintenance for all clients.

Scope and who may complain: The procedure covers complaints about hedge trimming in Bounds Green, including missed appointments, damage to property, inadequate hedge care, or conduct of staff while on site. Any customer, property owner or authorized representative affected by Bounds Green hedge trimming services may raise a complaint. Complaints from third parties (for example, neighbours) will be recorded and investigated where relevant.

Initial raising of a complaint: Complaints should be made as soon as possible after the event. Although we do not require specific formats, providing the following information will help us respond quickly: date and time of service, location, description of the issue, names of any staff present where known, and any supporting evidence such as photos. This information helps us investigate trim quality, boundary details and any potential damage.

How we handle complaints

On receipt of a complaint, we will acknowledge it promptly and record details in our complaints log. A member of the team will assess whether the issue requires immediate safety action (for example, exposed wiring or unstable branches) or whether it can be investigated within standard timelines. Our aim is to acknowledge all complaints within five working days and to outline the next steps.

Investigation stage: We will appoint a trained investigator to examine the matter, review crew notes, visit the site if required and interview staff involved. This stage may include a review of our hedge maintenance records, operative schedules and any photographic evidence provided by the complainant. The investigator will determine whether the work met the expected standards for hedge trimming services in Bounds Green and whether remedial action is required.

Remedies and resolutions

If the complaint is upheld, remedies may include a re-visit to perform corrective trimming, a schedule adjustment, or other agreed measures to rectify poor workmanship. In cases where damage has occurred through negligence, we will propose proportionate remedial action. All proposed resolutions will be documented and shared with the complainant for agreement.

Timescales and escalation: Our standard target is to complete investigations within 20 working days of acknowledgment. If more time is required, we will inform the complainant with reasons and provide an expected completion date. If a complainant is not satisfied with the outcome, they may ask for a formal review by a senior manager within our Bounds Green service area team. We will record escalation requests and provide a further response within a set additional period.

Confidentiality and impartiality: Complaints are handled with respect for confidentiality. We treat complainants and staff impartially during investigations. Information is shared on a need-to-know basis and personal data is processed in line with privacy standards. Where a conflict of interest is identified, an independent reviewer unconnected to the initial decision will be appointed.

Recording, learning and improvement: All complaints are logged to enable trend analysis and service improvement. Typical recorded elements include the nature of the complaint, outcomes, corrective actions taken and any follow-up checks. Periodic reviews of the complaints log help inform training, quality control and changes to our hedge care practices across Bounds Green hedge trimming operations.

Unresolved complaints and external options: If a complaint remains unresolved after internal escalation, complainants will be advised of appropriate external options that may be available, such as local consumer rights bodies or arbitration schemes applicable to gardening and landscaping services. We do not restrict customers from seeking independent advice or review.

Accessibility and support: We are committed to an accessible complaints process. Documents are available in plain language and alternative formats on request. Complainants who need assistance — for example, due to language or disability — will be supported to ensure they can present their concerns fully.

Summary of key steps:

• Step 1: Raise the complaint promptly with details of the issue.
• Step 2: We acknowledge and record the complaint.
• Step 3: Investigation, evidence gathering and site assessment where needed.
• Step 4: Proposed remedy and agreement with the complainant.
• Step 5: Escalation and final review if satisfaction is not achieved.

Final note: Our objective is to maintain trust and ensure high-quality Bounds Green hedge maintenance by learning from complaints and acting transparently. We welcome responsible use of this procedure to help improve our hedge trimming services across the service area and to ensure that every property receives safe, competent and courteous care.