Complaints Procedure — Hedge Trimming Sanderstead

Purpose and scope of this complaints policy

This complaints procedure explains how to raise a concern about the quality, conduct or service delivered by our hedge trimming and related garden maintenance teams operating in and around the area of Sanderstead. It applies to matters arising from hedge pruning, boundary trimming, seasonal maintenance and any associated works carried out by our hedge trimming Sanderstead service or related contractors working on our behalf. The aim is to resolve issues promptly, fairly and transparently.

Who may make a complaint and when

Anyone who has received or been affected by our Sanderstead hedge trimming services may submit a complaint. Complaints should be raised as soon as possible and ideally within 28 days of the event or work completion. Persistent or historical matters may be considered at our discretion, but early notification helps preserve evidence and supports a timely investigation.

• Residents or property owners where hedge work has been performed.
• Neighbouring properties affected by boundary works or debris.
• Third parties such as local land managers who can demonstrate direct impact.

How to submit your complaint

To make a formal complaint, provide a clear summary of the concern, include dates, location and a description of the work or behaviour that prompted the complaint. You should explain the outcome you seek and provide any supporting evidence such as photographs, records or witness details. Complaints may be submitted in writing; please keep communications factual and concise to help expedite our review.

On receipt we will acknowledge your complaint within a stated timeframe. Our acknowledgment will outline the next steps, the staff member assigned to the case and an indicative timetable for investigation. We aim to acknowledge all complaints within five working days and to undertake an initial assessment within ten working days.

Initial assessment and assignment

Each complaint is logged and assigned to an appropriate assessor who will be independent of the operational team involved where practicable. The assessor will review available records, speak to relevant personnel and, if required, arrange a site visit to inspect any remaining evidence. Our goal is to complete the initial investigation within 20 working days, but complex matters may require more time and we will communicate any extensions.

Investigation process will include:

• Fact finding: gathering statements and documents relating to the hedge service delivered.
• Site assessment: measuring any physical issues, identifying damage or health of planting.
• Mitigation review: considering corrective actions or reasonable remedies.

Throughout the process we will handle personal information in accordance with privacy principles; confidentiality will be maintained except where disclosure is necessary to investigate the complaint or as required by law.

Outcomes and remedies

Following investigation we may propose one or more of the following outcomes: an explanation or apology where appropriate; remedial works to correct substandard hedge trimming; a partial or full refund for clearly attributable failures; or confirmation that no fault is found. Remedies are assessed on a case-by-case basis, taking into account safety, horticultural best practice and proportionality.

What we cannot provide: we cannot arrange works beyond the scope of the original contract without mutual agreement, guarantee the restoration of mature planting to a previous state where irreversible damage has occurred, or provide compensation for purely speculative losses. Compensation is limited to reasonably demonstrated direct losses linked to the hedge trimming service.

Escalation and review

If you are dissatisfied with the proposed resolution, you may request an internal review. The review will be undertaken by a senior manager who was not involved in the original decision. Requests for review should be made in writing within 14 days of the outcome notification and must state the grounds for review and any additional evidence.

Record keeping and retention — we keep a secure record of all complaints, investigations, decisions and remedial actions for monitoring and continuous improvement. Records are retained in line with applicable data retention policies and legal obligations.

External dispute resolution

If a complaint remains unresolved after our internal review, complainants may seek independent mediation or other alternative dispute resolution mechanisms. We will cooperate with independent bodies and comply with any binding determinations applicable to the sector. Please note that referral to external bodies is subject to their terms of reference and our ability to participate within legal and contractual constraints.

Continuous improvement — complaints are reviewed centrally to identify recurring issues and training needs. Trends are used to refine operational procedures, improve safety, and elevate the quality of hedge maintenance across our Sanderstead hedge care services and related offerings.

Final note: we aim to treat all complainants with respect, investigate matters impartially and provide proportionate remedies. This procedure is designed to ensure fairness, transparency and accountability in relation to hedge trimming, boundary maintenance and associated landscaping services.