COMPLAINTS HANDLING POLICY & PROCEDURE

1.0 Policy Statement

Basjoo is committed to delivering a consistently high standard of grounds and garden maintenance services. We recognise the importance of effective complaint management as part of our quality assurance and continuous improvement processes.

All complaints will be treated seriously, investigated promptly, and resolved fairly in accordance with this procedure.

2.0 Responsibilities

• Managing Director / Business Owner
  Holds overall responsibility for the implementation and monitoring of this procedure.

• Operations Manager / Supervisor
  Responsible for receiving, recording, investigating, and resolving complaints.

• Employees & Subcontractors
  Must report any client dissatisfaction or service issues immediately to management.
  
  

3.0 Definition of a Complaint

A complaint is any expression of dissatisfaction relating to:

• Quality of workmanship

• Failure to meet agreed service standards

• Missed or delayed visits

• Behaviour or conduct of staff

• Health, safety or environmental concerns
  
  

4.0 Complaint Reporting Methods

Complaints may be submitted via:

• Telephone

• Email

• Written correspondence

• Directly to a company representative
  
  

Where practicable, complainants should provide:

• Contact details

• Service location

• Date(s) of concern

• Nature of the issue

• Supporting evidence (e.g. photographs)
  
  

5.0 Complaint Management Procedure

5.1 Logging & Acknowledgement

• All complaints shall be recorded within the Complaints Register

• Acknowledgement issued within 2 working days

• Complaint assigned to a responsible manager
  
  

5.2 Investigation

The responsible manager shall:

• Review relevant job records and service schedules

• Interview staff where applicable

• Conduct site inspections where necessary

• Assess compliance against contractual and service standards
  
  

Timescale: Within 5 working days

5.3 Corrective Action & Response

• Findings shall be formally documented

• Corrective actions implemented where required

• Written response issued to the complainant
  
  

Timescale: Within 7 working days

Corrective actions may include:

• Remedial works

• Staff retraining

• Process improvement

• Service adjustments

• Commercial remedies where appropriate
  
  

6.0 Escalation & Appeals

Where a complainant remains dissatisfied:

• The matter shall be escalated to senior management

• A further independent review shall be undertaken

• A final decision issued within 5 working days
  
  

7.0 Records & Monitoring

The following records shall be maintained:

• Complaints Register

• Investigation reports

• Corrective action records

• Correspondence logs
  
  

Complaints data shall be:

• Reviewed during management review meetings

• Used to identify trends and improvement opportunities
  
  

8.0 Continuous Improvement

Findings from complaints shall feed into:

• Training programmes

• Risk assessments

• Method statements

• Service delivery planning
  
  

9.0 Confidentiality & Data Protection

All complaint information shall be managed in accordance with UK GDPR and company data protection policies.

10.0 Review of Policy

This policy shall be reviewed:

• Annually

• Following any significant complaint or procedural change