Complaints Procedure for Hedge Trimming Herne Hill

This Complaints Procedure sets out how we handle concerns about hedge trimming and related garden maintenance services. It applies to all hedging work, including routine hedge trimming, hedge cutting and broader hedge care provided by our team. Our aim is to address complaints promptly, fairly and transparently so that any issues with garden hedge trimming or hedging services are resolved to the satisfaction of the customer while maintaining high standards of safety and workmanship.

We recognise that dissatisfaction can arise for many reasons: timing, quality of cut, damage to plants, debris removal or perceived failure to follow agreed instructions. A complaint may be raised by the property owner, tenant or an authorised representative. We treat each complaint on its merits and will not discriminate when investigating a concern about hedge maintenance work. The procedure below explains how you can make a complaint, what we will do, and the likely timescales for a response.

To lodge a complaint about hedge trimming Herne Hill services, please provide a clear description of the issue, the date(s) of the service, and where possible, photographs showing the problem. Include details of any specific plants or boundaries affected, and explain what outcome you would consider acceptable. We ask complainants to submit concise information so we can begin our initial review without delay. Complaints may relate to hedge cutting, trimming lines, debris clearance or damage to adjacent features.

Initial acknowledgement and assessment

On receipt of a complaint we will send an acknowledgement within a published timeframe. Our acknowledgement will note the complaint details and identify the person assigned to the matter. We will carry out an initial assessment to determine the urgency and whether immediate remedial action is required. For example, if a boundary hedge has been damaged or safety is a concern, remedial attendance may be scheduled sooner. Minor trimming concerns may be reviewed and resolved through guidance or a follow-up visit.

The investigation will usually include a site visit, review of the original job notes and discussions with the crew who attended. We will keep a written record of findings and, where relevant, obtain photographs and witness statements. Our objective is to gather sufficient information to form a fair view on the complaint. Where appropriate we will propose remedial work, a re-trim, or other corrective actions to restore the hedge condition or correct any shortcoming in the hedging services provided.

Outcomes of the investigation may include acceptance of responsibility and an offer to remedy, an explanation of the work carried out and why it was appropriate, or a determination that the service met accepted standards. We aim to provide a substantive response within a set number of business days; if further time is needed we will notify the complainant and provide an estimated completion date. Our responses are designed to be clear, factual and to set out any available options for resolution.

Resolution options and remedies

When a complaint is upheld we will propose practical remedies. Remedies may include returning to perform corrective hedge trimming, providing compensation where appropriate, or agreeing a plan to monitor recovery of a damaged hedge. In some cases we will offer a partial refund for work that clearly did not meet agreed specifications. Remedies are applied proportionately and take into account the nature of the task, the health of the hedge, and any seasonal constraints affecting the timing of corrective work.

We use the following steps to reach resolution:

• clarify the desired outcome with the complainant;
• assess feasibility and safety of the remedy;
• agree a remedial plan and timescale;
• document the agreed action and follow up to confirm completion.

These steps help ensure our hedging services and garden hedge trimming are corrected to an acceptable standard and that lessons are learned for future jobs.

If a complainant remains dissatisfied with the outcome they may request an internal review. The review will be handled by a senior manager who was not involved in the original investigation. The internal review will focus on the process followed, the evidence considered, and whether the remedy was proportionate. We will provide a final written decision following the review and explain any further options available, such as external dispute resolution bodies where relevant.

Record keeping, confidentiality and continuous improvement

All complaints and outcomes are recorded for quality assurance and training. Records help us monitor trends in hedge cutting or hedging services and target improvements in staff training, equipment or procedures. We treat complaint files as confidential, retaining personal information in accordance with data protection principles and only sharing details with those who need them to investigate or implement remedies.

Our commitment is to learn from every complaint: accepted findings lead to revised procedures, additional crew briefings, or changes to how we communicate job scope with customers. We also publish a summary of how we handle concerns within our internal compliance framework to ensure consistent standards in hedge maintenance work.

Finally, we are committed to resolving disputes amicably and efficiently. This complaints procedure aims to be clear and accessible, balancing the need for fair investigation with timely remedies for issues arising from garden hedge trimming, hedge maintenance, or hedging services. For issues requiring escalation beyond our final decision, we will explain next steps clearly and objectively.