Complaints Procedure for Hedge Trimming Surbiton

Purpose: This complaints procedure sets out how clients may raise concerns about hedge trimming in Surbiton and nearby service areas and explains the steps our team will take to investigate and resolve issues promptly, fairly and transparently.

Scope and applicability: This policy applies to all aspects of hedge maintenance Surbiton services, including scheduled hedge cutting, emergency pruning, and any ancillary works performed as part of a hedge care contract. It covers complaints about workmanship, conduct, damage, safety concerns and administrative matters related to hedge trimming in the local area.

How to raise a complaint

We encourage clients to raise concerns at the earliest opportunity. Complaints may be made in writing or verbally to any member of staff involved in the job. When making a complaint, please provide clear details of the issue, the location of the work, the date the work took place and the nature of the expected resolution. Where possible include photographs or other supporting records.

What we need to investigate: To investigate effectively, we will record the complainant’s name (or reference), the date and time of the report, a concise description of the problem, and any immediate actions already taken. Records of the original job, site notes and risk assessments for the Surbiton hedge trimming activity will be gathered where relevant.

Initial response and acknowledgement

On receipt of a complaint about hedge cutting Surbiton services, we will acknowledge the complaint promptly. Acknowledgement will normally be within 5 working days and will confirm who is handling the matter, the expected timescale for an initial response and the steps that will be taken during the investigation.

Our initial review will determine whether the issue can be resolved quickly on site or whether a formal investigation is required. If immediate remedial action is reasonably possible, such actions may be scheduled while the complaint is being investigated further.

Throughout the process we aim to be fair and impartial; every complaint is considered on its merits and handled confidentially, respecting the privacy of all involved parties.

Investigation process

The investigation will typically include a review of the original job specifications, site photographs, equipment logs, personnel involved, and any relevant correspondence. Where necessary, an on-site inspection will be arranged to reassess the hedge condition and any reported damage. Our hedge trimming team will provide written notes summarising observations and proposed corrective steps.

Timescales: We aim to complete most investigations within 20 working days of acknowledgement. If more time is needed due to complexity or the need to consult third parties, we will inform the complainant of the revised timescale and the reason for the delay.

Possible outcomes and remedies include, but are not limited to:

• Agreeing a schedule for remedial works (for example additional trimming or reinstatement of damaged planting)
• Offering a partial or full credit for works not meeting the agreed standard
• Confirming that the work met contractual and industry standards and providing a clear explanation
• Implementing changes to working methods or supervision for future jobs if systemic issues are identified

Where a remedy is agreed, we will record the actions and confirm the completion in writing.

Escalation and review

If the complainant remains dissatisfied after the proposed remedy, the case may be escalated to a senior manager for independent review. The escalation will include a re-examination of the investigation file and any additional information provided by the complainant. The reviewer will issue a final internal determination and outline any further internal measures.

Record keeping and continuous improvement: We maintain a secure complaints register that logs all complaints, outcomes and lessons learned. This helps us identify trends in Surbiton hedge maintenance work and improve service delivery and safety practices. Notes and actions from each complaint are used to update staff training and operational procedures where appropriate.

Confidentiality and impartiality

All complaints are handled with discretion. We will protect personal data and sensitive information in accordance with applicable data protection standards. Investigations are conducted impartially and personnel directly involved in the original work will not be solely responsible for deciding outcomes.

Review of the procedure: This complaints procedure is reviewed periodically to ensure it remains effective, proportionate and aligned with the expectations of clients receiving hedge maintenance Surbiton services. Changes will be applied consistently and staff briefed accordingly.

Final notes

We recognise that concerns about hedge work are important to property owners and neighbourhood safety. Our goal is to resolve disputes quickly and fairly while maintaining high standards for hedge care and customer service. Using this complaints procedure helps ensure clarity, consistency and accountability for all parties involved in hedge trimming and related garden maintenance activities in the service area.

Thank you for taking time to inform us of any issue; every valid complaint helps us uphold quality and improve our hedge cutting and pruning services.