Complaints Procedure for Hedge Trimming Stoke Newington

This Complaints Procedure sets out how clients may raise concerns about Hedge Trimming Stoke Newington services and how those concerns are handled. It applies to all aspects of hedge care, including routine hedge trimming in Stoke Newington, emergency cuts, and associated site clearance. The aim is to ensure complaints are resolved fairly, promptly and without prejudice.

We encourage anyone using Stoke Newington hedge trimming services to report dissatisfaction so we can investigate and improve. Complaints may relate to workmanship, timing, damage to property or vegetation, safety issues, or conduct of staff. All reports will be treated seriously and managed confidentially.

If you wish to make a complaint, please do so as soon as possible after the event. We ask that complaints are made within 28 days of the incident where reasonably practicable to allow timely investigation. Where this is not possible for legitimate reasons, the company will consider later submissions and decide on a case-by-case basis.

Stage 1 — Informal resolution: many concerns can be resolved quickly by discussing the matter with the crew supervisor on site or the assigned project coordinator. We recommend an initial attempt at informal resolution so that minor misunderstandings about hedge maintenance schedules or methods can be clarified swiftly.

Stage 2 — Formal complaint: if the issue is not resolved informally, the complainant may lodge a formal complaint in writing. The formal complaint should include relevant details such as the date, location, a description of the issue related to hedge maintenance Stoke Newington, and any supporting evidence like photos or notes. Written records help ensure an accurate and timely investigation.

On receipt of a formal complaint our complaints officer will acknowledge it within three working days and provide an outline of the next steps. The acknowledgement will include the name of the person handling the complaint and an indicative timeframe for a full response.

Investigation: the assigned investigator will gather information, interview relevant staff and review job records. Where necessary, we will inspect the site or request further material from the complainant. Investigations aim to be thorough and impartial; the investigator will consider policies, risk assessments, and any contractual terms governing the hedge trimming contract.

Outcome and decision: following investigation, we will provide a written response outlining findings and proposed actions. Possible outcomes include a written apology, a remedial visit to rectify workmanship issues, a partial refund, or other reasonable redress depending on the circumstances. Decisions are guided by fairness and proportionality.

If the complaint concerns alleged damage to property or vegetation, the company will assess liability and, where appropriate, propose remedial measures. Remedial work will be scheduled in a timely manner and executed to industry standards.

Escalation: if the complainant remains dissatisfied with the response, they may request an internal review by a senior manager not previously involved in the case. Requests for review should be made within 14 days of the written outcome and should explain why the complainant considers the outcome unsatisfactory.

Timescales for escalation and review will be communicated clearly. The company aims to complete internal reviews within 21 working days, but complex matters may require more time. Where extensions are necessary, we will inform the complainant and explain the reasons for delay.

Records: all complaints and related correspondence will be recorded and retained in accordance with our records retention policy and applicable data protection principles. Records support continuous improvement and help prevent recurrence of issues.

Confidentiality and fairness: complaints will be handled confidentially and objectively. We will not disadvantage any customer for making a complaint, and we expect complainants to treat staff with respect during the process. Abusive or vexatious behaviour may affect how a complaint is progressed.

Third-party review: where an internal resolution is not reached, the complainant may seek independent mediation or alternative dispute resolution if both parties agree. External review options may be appropriate for contractual or complex professional standards matters.

Monitoring and improvement: the company reviews complaints trends to identify systemic issues in our hedge care Stoke Newington services. Lessons learned are used to update procedures, refresh staff training and improve quality controls so that future hedge trimming in Stoke Newington meets expected standards.

What to include in a complaint: to help us investigate efficiently, please include the following information:

• Your name and address or details sufficient to identify the contract (do not include contact details here if a public record is being used).
• Date and location of the service provided and the estimate or job reference where applicable.
• A clear description of the issue with relevant dates, times and any evidence such as photographs.
• What outcome you are seeking (e.g. remedial work, explanation, or other resolution).

Equality and access: our complaints process is designed to be accessible to all customers. Reasonable adjustments will be made on request to assist those with disability, language or communication needs.

Final note: this procedure is intended to ensure a clear, transparent and fair approach to resolving concerns about hedge maintenance and Stoke Newington hedge trimming services. We commit to learning from complaints and improving our services accordingly.

Summary of key stages

• Informal resolution on-site where possible.
• Formal written complaint for unresolved issues.
• Investigation, written outcome and possible remedial actions.
• Internal review and potential external dispute resolution options.

Principles

Fairness, timeliness and transparency underpin our approach to complaints about hedge trimming and associated services. We aim to restore confidence promptly and use each matter to strengthen our service delivery.