Complaints Procedure for Lawn Mowing Pinner

This Complaints Procedure explains how we handle concerns related to Lawn Mowing Pinner services and other garden maintenance work in our service area. Our aim is simple: to resolve problems promptly, fairly and transparently while learning from each case to improve our lawn care and landscaping delivery. We treat every complaint seriously and will investigate the matter without prejudice. This document applies to routine grass cutting, edging, turfing and related garden upkeep performed as part of our Pinner lawn mowing and broader gardening services.

We encourage customers to raise issues as soon as they arise. Early notification helps us gather accurate information while the details are fresh. Please include a clear description of the concern, the date and time of the service, the address where work was carried out, and any supporting photos if available. Clear documentation assists the investigation and speeds up a satisfactory outcome. Where appropriate, we will distinguish between service complaints and matters that may require health and safety follow-up.

On receipt of your complaint, we will first log the issue into our complaints register and assign a case reference. We aim to acknowledge all complaints within three working days. A named staff member will act as your point of contact and will explain the next steps. If the complaint relates to safety, damage, or a serious procedural breach, we will prioritise the investigation and may suspend affected activities until we have reviewed the facts.

Complaints can be submitted by the person who contracted the work or an authorised representative. When making a complaint, please provide:

• Your name and role (if you represent a property owner or tenant).
• Date and description of the service, for example: regular lawn mowing in Pinner on a specific date.
• What went wrong and what you would like us to do to resolve it.
• Supporting evidence such as photos, detailed notes or any relevant invoices.

After we receive the submission, our customer relations lead will carry out an initial assessment to determine whether a site visit or photographic review is needed.

Investigation stages

include intake, fact-finding, assessment and decision. We will aim to complete a standard investigation within ten working days. If more time is required due to complexity, we will notify you with a revised timeline and the reasons for the extension.

During the investigation we may interview the operative(s) who provided the Pinner lawn maintenance, review the service notes, and compare the work against the agreed scope. Remedies vary by circumstance and may include re-performance of the work, a partial credit, or a full refund where the service was fundamentally defective. We prefer to rectify problems by redoing the work where practicable, as this restores your garden to the expected standard. Any offered remedy will be appropriate and proportionate to the issue identified.

If you remain dissatisfied after our response, you may request escalation within our internal complaints framework. Escalation progresses the case to a senior manager who will carry out an independent review of the file and any new evidence supplied. Escalations are reviewed impartially and we will provide a clear final response outlining why the decision was made and what, if any, further action will be taken. This internal review is intended to be the final stage of our complaints process.

We keep clear records of all complaints and their outcomes to support continuous improvement. Records include the complaint details, investigation notes, correspondence and any corrective actions implemented. Confidentiality is respected throughout: personal data is handled in accordance with applicable privacy standards and only shared with individuals directly involved in resolving the complaint. We retain records for a reasonable period to help identify trends and prevent recurrence.