Complaints Procedure for Hedge Trimming Colindale

This Complaints Procedure explains how we handle concerns about hedge trimming in Colindale and surrounding service areas. It sets out a clear, fair process for customers to raise issues relating to hedge maintenance, pruning, trimming work quality, safety, or scheduling. Our aim is to respond promptly and investigate thoroughly so that any problem with Colindale hedge services is resolved within published timeframes. This document is intended for clients who have engaged our hedge care or gardening teams and for anyone affected by the delivery of those services.

We maintain a commitment to professional standards for all aspects of hedge trimming and related landscape tasks. If you believe a service did not meet the agreed specification—whether that's aesthetics, hedge health, or safety compliance—you may lodge a complaint under this procedure. Complaints are treated separately from routine service requests, and they follow defined steps to ensure impartial review and suitable remedial action.

To begin a complaint about hedge trimming in Colindale, please provide a clear description of the concern, the date of the service, and the location of the hedge. If possible, include the original service agreement or job reference and any photos that illustrate the issue. Keeping records helps us investigate efficiently. Complaints may concern practical issues such as uneven cuts, damage to plants or property, missed boundaries, or adherence to agreed schedules.

On receipt, every complaint is acknowledged within three working days. A named member of our team will be allocated to the case and will act as your point of contact throughout the process. That person will explain the next steps, expected timeframes, and any interim measures that might be needed — for example a temporary repair or a follow-up visit for hedge maintenance.

Our investigation procedure includes gathering relevant information, reviewing the original work instructions, inspecting the site if necessary, and interviewing staff involved in the Colindale hedge services. Investigations aim to be proportionate and focused on the key facts. We seek to determine whether the work met the contract specification or whether corrective action is required to return the hedge to the agreed standard.

Outcomes may include one or more of the following: a remedial visit to re-cut or reshape hedges, replacement planting if damage has severely impacted plant health, an apology and explanation, a partial fee adjustment, or written confirmation that no fault was found. All outcomes will be documented and explained in writing. We strive to ensure outcomes are fair and appropriate to the nature of the complaint.

We follow a staged approach to resolve concerns about hedge maintenance Colindale clients receive:

• Stage 1: Acknowledge and record the complaint within three working days.
• Stage 2: Investigate by reviewing job notes, photos, and site inspection where required.
• Stage 3: Propose a resolution and agree actions with the client. Remedial works will be scheduled where necessary.

Our promise is to keep you updated at each stage. If additional time is required to investigate, we will explain why and give a revised timeframe. For more complex matters, the investigation period may be extended, but you will always be informed of the reason for the delay.

If a resolution involves remedial works, those works will be carried out with attention to the long-term health of the hedge. Corrective trimming aims to avoid repeated stress to the plant and to follow best horticultural practice. When replacement planting is necessary, we will discuss species choices and maintenance recommendations to reduce the risk of future problems.

Record keeping and confidentiality are central to this procedure. We maintain a written record of complaints, investigations, decisions, and any remedial actions taken. Records are retained for a period consistent with our internal retention policy and privacy obligations. Details of a complaint are handled sensitively and shared only with those who need access to resolve the issue.

Escalation and review: If you are not satisfied with the initial resolution, you can ask for the complaint to be reviewed at a senior level. A senior manager will re-examine the case, review the evidence, and provide a final decision. That review is intended to ensure fairness and independence from the team that conducted the original investigation.

Continuous improvement: Complaints are also used as an opportunity to improve our services. We review trends and implement training, process changes, or equipment updates where appropriate. This helps raise standards for all our hedge care and gardening services across the service area.