Complaints Procedure — Hedge Trimming Seven Kings

Purpose and scope. This Complaints Procedure explains how our hedge trimming and maintenance services are handled when a client raises a concern. It covers hedge trimming Seven Kings assignments, hedge cutting Seven Kings bookings and related garden care issues. The goal is to resolve concerns fairly, promptly and with respect for all parties.

We commit to a clear, documented approach for all complaints relating to hedge services and general garden works. This policy applies to work quality, scheduling disputes, property access concerns, environmental safeguards and any other service-related issues arising from our hedge maintenance Seven Kings activities.

How to make a complaint

Complaints should be made in writing where possible. A written account helps us investigate and keeps an accurate record. When writing, please include: your name, the date of the service, the location of the work, a concise description of your concern and any relevant supporting details such as photographs or dates of conversations.

Acknowledgement and initial response

On receipt of a formal complaint we will acknowledge it promptly. Typically, an acknowledgement will be issued within 3 business days. This acknowledgement confirms we have received your concern and will outline the next steps of our review process.

During the initial review we may request additional information to clarify the circumstances. Our team aims to be transparent about timescales: a preliminary assessment is usually completed within 10 working days of acknowledgement.

Investigation process. A designated complaints handler will lead the investigation. The investigation will:

• Collect and review all relevant work records and communications;
• Consult with the operative(s) who performed the hedge care Seven Kings task;
• Inspect the site where necessary, or request dated photographs if a visit is not feasible;
• Assess whether any remedial action is required to meet agreed standards.

Outcomes and resolutions. Following the investigation, we will provide a written outcome explaining findings and, where appropriate, propose a remedy. Remedies may include a re-visit to complete corrective work, partial credit or a negotiated goodwill gesture, depending on the nature of the concern and the terms of the original service agreement.

Timescales for resolution vary with complexity. Simple service issues are often resolved within 10–15 working days; more complex matters requiring third-party input or specialist advice may take longer. We will keep the complainant updated if additional time is needed.

Escalation and review

If you remain dissatisfied after the initial outcome, you may request an internal review. An internal review is conducted by a senior manager not involved in the original investigation. The request for review should be submitted within 14 days of receiving the outcome letter and must state the reasons for continued dissatisfaction.

Independent mediation — where both parties agree, we are willing to participate in third-party mediation. Mediation offers a confidential way to seek resolution without entering formal legal processes. Participation is voluntary and a mediator's recommendation is non-binding unless otherwise agreed.

Record keeping and learning. All complaints and outcomes are logged and retained for a defined period. We use this information to identify recurring issues and to improve our hedge services, including hedge cutting Seven Kings and seasonal pruning programs. Records enable continuous improvement and training for our operatives.

Confidentiality and conduct

We treat complaints confidentially and share details only with those directly involved in the investigation. While we encourage open communication, we expect all parties to act respectfully. Abusive or unreasonable behaviour may affect how we engage in the resolution process.

Remedies that are not available — we cannot offer remedies for matters outside the scope of the original contract or for normal wear-and-tear where work met the agreed specification. We also cannot act as an arbitrator on private boundary disputes involving third parties unless those matters relate directly to the services provided.

Review of policy. This complaints procedure is reviewed periodically to ensure it remains effective and compliant with best practices for garden maintenance providers. Any updates are recorded internally and applied to future complaint handling to ensure continuous quality improvement in our hedge maintenance services.

Final notes. This complaints procedure is intended to be fair, transparent and proportionate to the concerns raised. It provides structured steps to achieve a timely and reasonable resolution for issues arising from hedge trimming, hedge maintenance and related gardening services in the service area.

Please follow the steps set out above to ensure your concern is handled efficiently. We commit to impartial review, timely communication and sensible remedies where appropriate. Our objective is to learn and improve from every complaint.

Policy applicability — This procedure applies to all contracted and ad hoc hedge services. It complements our broader quality and safety policies and is part of our commitment to responsible, professional garden care practice.