Complaints Procedure for Hedge Trimming Hayes

Purpose and scope: This document sets out the formal complaints procedure for clients who receive hedge trimming Hayes services, including hedge-cutting, pruning and general hedge maintenance in Hayes and the surrounding service area. Its aim is to ensure that any concerns about workmanship, scheduling, safety or conduct are handled promptly, fairly and transparently. The procedure applies to domestic and small commercial customers who use our hedge maintenance and trimming services; it is not a guide or instruction on how to trim hedges, but a clear pathway for resolving dissatisfaction.

Who this applies to: The process covers complaints about our teams, contractors and the standard of work delivered during hedge trimming visits. It also covers issues relating to damage to plants or property, failure to follow agreed instructions and unexpected behaviour by operatives on site. We aim to treat all complaints with respect, maintain confidentiality and provide a timely resolution.

How to raise a concern: If you are unhappy with any aspect of your hedge service, please make your complaint in writing or verbally to the person who attended your property at the time of service. If that is not appropriate, submit a written complaint through the method provided when services were booked. In all cases, clearly state your name, address or job reference, the date of the service, the nature of the complaint and the outcome you seek. We will record the complaint and start an initial review within our standard timescales.

On receipt of a complaint about hedge-cutting Hayes work, we will acknowledge it promptly. Initial acknowledgement will normally be within three working days, confirming who will handle the matter and detailing the anticipated timescale for a more substantive response. If a verbal complaint is made, we will make a written record and share it with you for confirmation. This ensures mutual clarity and avoids misunderstandings during investigations.

Investigation process

Our investigative approach is thorough and proportionate. The assigned investigator will gather relevant information including site notes, photos, operative reports and any correspondence. Where practical, a site revisit may be offered to inspect the work and assess any alleged defects or damage. We may request that you preserve the area in question until inspection is complete, to allow an accurate assessment of the issue. Our goal is to ensure decisions are evidence-based and fair to both customer and team.

The investigation will consider factors such as agreed specifications, safety compliance, weather impacts on hedge health and practical constraints encountered during the job. We will explain any technical considerations in plain language and, where necessary, seek external specialist advice on plant health or structural damage to inform the outcome.

Possible outcomes and remedies include a reasonable range of actions depending on findings. These may comprise revisiting the site to correct work, offering a partial refund for unsatisfactory elements, carrying out complementary restorative pruning at no extra charge, or agreeing a compensation settlement where real demonstrable loss has occurred. We will not offer remedies that contravene safety standards or that risk further damage to living plants. Examples of remedial actions are listed for clarity:

• Return visit to address inadequate cutting, re-shaping or tidy-up.
• Repair or restoration of accidental damage where practicable.
• Adjustment to the final bill or a refund for specified deficiencies.
• Agreed timeline for corrective work, subject to seasonal constraints and plant health considerations.

We aim to resolve most complaints within 15 working days of acknowledgement. Complex cases that require specialist input or third-party verification may take longer; we will keep you informed of progress and the reasons for any delay.

Escalation and independent review: If you remain dissatisfied after our proposed resolution, you can request an escalation to a senior manager or an independent reviewer where appropriate. We will provide a written record of the investigation, findings and the remedy offered. External dispute resolution bodies may be identified as an option for unresolved disputes, with clear, impartial terms for referral. We will not, however, include contact details here; instead the escalation will be managed through our internal escalation protocol.

Confidentiality and record-keeping: All complaints are handled in accordance with data protection principles. Records of complaints, investigations and resolutions are stored securely and retained for a defined period to support quality control, continuous improvement and compliance with contractual obligations. Personal information is used only for the purpose of handling the complaint and is not shared outside necessary parties without consent, except where legally required.

Learning and improvement: Every complaint is an opportunity to improve service delivery for hedge maintenance in Hayes and nearby neighbourhoods. We analyse trends across complaints to identify training needs, update protocols and refine our quality checks. Our commitment is to use lessons learned to reduce recurrence and enhance customer satisfaction while maintaining safe, professional horticultural standards. This complaints procedure is reviewed periodically to ensure it remains effective, accessible and aligned with best practice.