Complaints Procedure for Hedge Trimming Ealing Services

Purpose: This complaints procedure sets out how we handle concerns about hedge trimming in Ealing and related garden maintenance services across our service area. It aims to be clear, fair and timely, ensuring that any issues arising from hedge-cutting Ealing or general hedge maintenance are documented and resolved with respect. The process applies whether the matter concerns a one-off hedge tidy, scheduled hedge care, or broader grounds maintenance that includes hedgerow pruning.

We encourage customers to raise issues soon after they arise. A complaint may relate to workmanship, timing, site care, safety, or misunderstanding of the original hedge trimming quote. When you notify us, we log the details and confirm receipt. Our goal is to acknowledge every concern promptly and to provide an initial response within a set timeframe so that expectations are clear for both parties.

Scope: This procedure covers complaints about Ealing hedge trimming, hedge-cutting services in neighbouring areas we serve, and the conduct of operatives while on site. It does not replace contractual rights; instead, it complements them by offering an internal framework for dispute resolution. We do not include legal disclaimers or contact information in this document, but this page describes the operational steps we take when a customer raises an issue about their hedging work.

How to Raise a Concern

To begin resolution, provide the following information when raising a complaint: the job date, the location of the work, a clear description of the issue, and any relevant photographs or notes. We ask customers to outline preferred outcomes, whether that is a re-visit for corrective hedge maintenance, an adjustment to billing where appropriate, or a written explanation. All submissions are logged and assigned a reference to track progress through to closure.

Investigation: Once a complaint about Ealing hedge trimming is logged, an appointed investigator reviews the case. This may include on-site inspection, speaking with the operative(s) involved, and reviewing the original job instructions for the hedge job. The investigator will look for objective evidence such as photos, timing records, and any contractual terms agreed prior to the work to determine the appropriate remedy.

Where appropriate, we categorise complaints into tiers: minor workmanship issues, significant workmanship failings, safety or compliance breaches, and service-related matters such as missed appointments. Each category follows a tailored approach to resolution. For example, minor hedge care concerns may be corrected at the next convenient appointment while significant defects may warrant an urgent revisit and remedial work.

Resolution and Remedies

Our remedies for valid complaints typically include one or more of the following actions:

• Revisit and rectify: A return visit to complete or correct the hedge trimming work.
• Partial or full charge adjustment: If the work delivered deviates materially from the agreed specification.
• Written explanation: A detailed account of findings from the investigation and steps taken to prevent recurrence.

Timescales: We aim to provide an initial acknowledgement within three business days and a full investigation outcome within 15 business days where reasonably practicable. Complex matters, such as those involving arboricultural advice or third-party assessments, may extend the timeframe; in those cases we will keep the claimant updated on progress and expected dates for a conclusion.

Escalation: If a customer is not satisfied with the proposed resolution, the complaint can be escalated internally to a senior manager or a designated complaints reviewer. The escalation stage involves a fresh review of the file and may include an independent on-site assessment. Our escalation process is intended to assure impartial consideration and to identify reasonable and practical remedies to close the complaint.