Complaints Procedure — Gardening Spitalfields

This Complaints Procedure sets out how Gardening Spitalfields and affiliated Spitalfields gardening services handle concerns about the quality, timeliness or conduct of our gardening in Spitalfields. It is designed to be clear and proportionate, ensuring every complaint is treated fairly, promptly and with respect. Our aim is to resolve issues efficiently and to use lessons learned to improve our gardening services Spitalfields-wide.

All customers of Gardening Spitalfields, including household, commercial and communal service users, can raise concerns under this procedure. Complaints may relate to planting, pruning, lawn care, hedge trimming, site tidiness, scheduling or professional conduct by Spitalfields gardeners. This policy does not cover contractual disputes requiring legal remedy; instead it focuses on operational and service matters, with an emphasis on practical remedies and corrective action.

How to Make a Complaint

The first step is to raise the matter informally if possible. Many concerns can be addressed quickly by discussing the issue with the gardener on site or with the supervising manager. If the issue is not resolved informally or if the customer prefers, they may submit a formal complaint. When making a formal complaint please provide:

• Your name and the property or site concerned
• Date(s) and time(s) when the incident or unsatisfactory work occurred
• A clear description of the concern and any steps already taken to resolve it
• Photographs or evidence where available

Acknowledgement and Initial Assessment

On receipt of a formal complaint, Gardening Spitalfields will acknowledge it within three working days. The complaint is logged and given a reference number. An initial assessment is made to decide whether the issue requires immediate action (for example, safety matters or serious damage) or a standard investigation. We will confirm the proposed timeline for the response and identify the staff member responsible for managing the case.

Investigation involves gathering facts, speaking with the team members involved and reviewing any relevant records such as job sheets, schedules and material invoices. We aim to complete standard investigations within 15 working days. If more time is needed, Gardening Spitalfields will notify the complainant with an explanation and an expected date for a full response.

Possible Outcomes and Remedies

Following the investigation, Gardening Spitalfields may confirm that service met expectations, identify minor shortcomings or find that remedial action is required. Remedies can include:

• Rework of the affected task at no extra charge
• Partial or full credit where work was unsatisfactory
• A revised schedule to address ongoing maintenance concerns
• Training or supervision changes for Spitalfields gardeners where patterns of poor performance are identified

If a formal apology is appropriate, it will be issued. We will record the outcome and notify all relevant staff to prevent recurrence. Where a complaint relates to safety or environmental harm, we will take prompt corrective measures and report findings to any required regulatory bodies as applicable.

Escalation and Independent Review

If a complainant is dissatisfied with the outcome, they can request an internal escalation. An escalated review is conducted by a senior manager who was not involved in the original decision. This stage includes a fresh review of the evidence and may involve an on-site reassessment by a senior member of the gardening team. For persistent or complex disputes, Gardening Spitalfields will outline options for independent mediation where available.

Record Keeping and Learning — All complaints and their outcomes are retained securely in our records for a minimum period consistent with regulatory requirements and industry best practice. Records are used to identify trends, train teams and improve processes. Regular audits of complaints feed into our service improvement plan so that gardening services Spitalfields-wide benefit from corrective actions.

Confidentiality, Data and Accessibility

Gardening Spitalfields treats complaint information with respect. Personal data provided during the complaint will be handled in accordance with applicable data protection principles and only used for the purpose of resolving the concern. We maintain confidentiality to protect both customers and staff, sharing details only with those who need them to investigate and resolve the issue.

Accessibility and reasonable adjustments are available: if a complainant needs assistance submitting a complaint in an alternative format, requires translation or has additional support needs, we will make reasonable efforts to accommodate those needs so the process is fair and inclusive.

Monitoring and Continuous Improvement. Gardening Spitalfields reviews its complaints data regularly and reports internally on service quality. Lessons learned are translated into updates to procedures, staff training and operational standards. Our commitment is to continuous improvement across all Spitalfields gardening services so that complaints lead to better outcomes for everyone involved.