Dispute Resolution Service

Further Information

The British Association of Landscape Industries (BALI)

When you engage a designer, landscaper or grounds maintenance contractor, it is reassuring to know that should a dispute arise from the work they have been asked to perform both parties have the support of a professional trade association to ensure lines of communication are kept open and there is somewhere to turn to resolve those issues that are causing concern.

BALI’s Dispute Resolution Service is here to help resolve matters quickly and impartially. There is a formal procedure that is invoked immediately BALI receives notification of a complaint:

  1. On receipt of a telephone call to BALI Landscape House (02476 690333) or a letter addressed to The Chief Executive, BALI, Landscape House, Stoneleigh Park, Coventry CV8 2LG, the complaint is logged and a BALI Complaint Form and accompanying information is sent first class to the complainant. The form and accompanying documents can also be downloaded from this website (see panel on the right).
  2. The Complaint Form, completed in full and with copies of relevant supporting documentation and photographs, should be returned to Landscape House, as instructed.
  3. Once received at Landscape House the information is copied in its entirety and forwarded with a similar form to the member who has 14 days in which to respond and, in most cases, address the client’s concerns. It is at this point that BALI’s mediator works to bring the parties together on an agreed way forward.
  4. Where the BALI member disputes the grievance and mediation fails, the BALI Complaints Committee meets to review both parties’ evidence and issues written notification of its findings from the evidence provided, and its recommendations. Where these are unacceptable to the client or the member, independent adjudication is available by a third party, appointed by BALI, but at the client’s and member’s expense. Subject to the outcome of independent adjudication all costs can subsequently be awarded to one or either of the parties as appropriate.
  5. Any member found to be negligent will appear before the Complaints Committee and may be suspended from the Association pending further investigations.

THIS PROCESS CANNOT GUARANTEE COMPLETE SATISFACTION WHERE THE CLIENT OR THE BALI MEMBER HAS UNREALISTIC EXPECTATIONS OR UNJUSTIFIED CAUSE FOR COMPLAINT.

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