How do you deal with a client complaint?

Any complaints concerning the professional work of individual members or their practice should be dealt with promptly and appropriately (as per the Code of Conduct Standard 13).
You are expected to have a written procedure on how to effectively and courteously deal with complaints. Quality system ISO:9001 has a procedure for this.
A named individual should respond to complaints and this should be a partner or director.
If they are unable to resolve the complaint they must inform the complainant that they are members of the Landscape Institute and that if the complainant can prove that the member has been guilty of unprofessional conduct then disciplinary proceedings may follow.
Where appropriate you should offer alternative methods of dispute reconciliation – mediation or conciliation.
All correspondence with the Landscape Institute regarding complaints or conflicts with the code should be replied to in a timely manner.