Complaints Procedure for Lawn Mowing New Cross Services

This document sets out the formal complaints procedure for Lawn Mowing New Cross and related grass cutting and lawn care services provided within our service area. Its purpose is to explain how concerns are received, investigated and resolved in a fair, timely and transparent manner. The procedure applies to matters concerning the quality of work, missed appointments, damage or other service-related issues. It is written in a neutral and procedural tone suitable for a legal or policy page and is designed to be accessible to customers and stakeholders without offering operational or promotional guidance.

We will accept complaints raised by the authorized customer or their representative and will record key details about the service order, date and a brief description of the issue. To help us respond efficiently, please include the service date, job reference and specific concerns. Complaints may relate to New Cross lawn maintenance, commercial grass cutting, domestic lawn care or contractual performance. All complaints are treated seriously; we will not discriminate when deciding whether a complaint is admissible, but we reserve the right to refuse vexatious or repeated complaints that have already been fully investigated.

On receipt of a complaint, we will send an acknowledgement within five business days. The acknowledgement will summarize the complaint, outline the steps to be taken and provide an expected timeframe for a substantive reply. Where possible we will propose an initial action (for example, a remedial visit or appointment rescheduling) to prevent escalation while the investigation continues.

• Provide job date and location
• Describe the nature of the complaint clearly
• Mention any photographic evidence or third-party reports

Investigation and Assessment

Investigations will be carried out by a designated complaints officer or an appointed manager who was not directly responsible for the original job. The officer will:

• review the original scope of work and any contractual terms; • inspect photos, notes and crew reports; and • interview staff as necessary. The objective is to reach a clear, evidence-based determination. We will adhere to basic principles of fairness and natural justice: providing the complainant with an opportunity to set out their case and ensuring the subject of the complaint can respond.

During the assessment phase we may propose one or more remedies, such as a repeat lawn mowing, corrective work, or an agreed partial remedy when full remediation is not appropriate. Any remedy offered will be proportionate to the issue and consistent with contractual terms and the reasonable expectations of a customer purchasing lawn care, grass cutting or related services in New Cross and the surrounding area. Remedies do not constitute an admission of legal liability unless expressly stated in a written settlement.

Resolution, Escalation and Record Keeping

Where a complaint is resolved at the initial stage, we will provide a written record of the outcome and any agreed remedial action. If the matter cannot be resolved within the initial timeframe, the complainant will be informed of progress updates and the next expected review date. Resolution aims to be practical, proportionate and timely, acknowledging that seasonal constraints and weather can affect lawn care scheduling.

If a complainant is dissatisfied with the outcome of the investigation, they may request an escalation to a senior manager or an internal review panel. The escalation request should identify the basis for review and any additional evidence. Escalation requests will be acknowledged within five business days and reviewed within a further 20 business days where practicable. Decisions at this stage will be final within the organisation, subject to any statutory rights the complainant may hold under consumer protection or contract law.

We maintain a secure complaints register and archival record for a minimum retention period consistent with applicable data protection and business record-keeping requirements. Records include the original complaint, investigation notes, correspondence, findings and any remedial actions taken. Personal data processed as part of a complaint is handled under our privacy and data retention policies and will not be disclosed except as required by law or with the complainant's consent.

Time limits: complaints should be raised promptly after the event in question. For practical reasons, complaints submitted after an extended period may be harder to investigate due to the unavailability of evidence, crew recollection or seasonal changes to the lawn. Nevertheless, each late complaint will be considered on its merits. We encourage customers to report issues at the earliest opportunity to allow timely inspection and remediation.

Confidentiality: throughout the complaints process, we will treat the information provided with appropriate confidentiality. Internal investigations may require disclosure to staff or subcontractors involved in the original job. Where third-party involvement is necessary (for example, specialist advice or independent assessment), we will seek to minimize the disclosure of personal data and will only share relevant details required for the review.

Monitoring and improvement: aggregate complaint data is reviewed periodically to identify trends and opportunities to improve our lawn maintenance, garden services and scheduling practices. This procedural statement is reviewed at regular intervals and updated as necessary to reflect changes in operational practice or regulatory obligations. The goal is continuous improvement in the delivery of New Cross lawn mowing, grass cutting and related outdoor services while ensuring a clear, accessible route for raising and resolving concerns.