Complaints Procedure for Resin Driveway Cleaning Services

This Complaints Procedure explains how we handle concerns about resin driveway cleaning, resin bound driveway maintenance and related drive surface treatments. It sets out the scope of what can be raised, the steps we follow, and the expected timescales. Our goal is to treat every complaint fairly and to learn from incidents so we improve future resin drive cleaning work. Please read this policy carefully to understand how we will respond.

Scope and principles: We accept complaints relating to workmanship, materials, scheduling and the conduct of staff or contractors engaged in resin driveway cleaning and associated maintenance. Complaints will be handled impartially, promptly and confidentially. We aim to acknowledge issues quickly and to communicate clearly about next steps. If a concern falls outside our services—for example, to do with public authorities or third parties—we will advise on the appropriate route.

Anyone directly affected by our resin driveway cleaning or resin bound surface services may raise a complaint, including householders, landlords and managing agents. Complaints should normally be made as soon as possible after the event; where practical, please raise matters within 28 days of completion or discovery of the problem. Complaints received later will be considered but delay can limit effective investigation.

How to submit a complaint: we accept complaints in writing, by email or by verbal submission during business hours. When raising an issue, please provide the following where available: the address of the property, the date the work was carried out, a brief description of the concern, and any photographic evidence of the area requiring attention. We ask complainants to provide clear information so we can investigate efficiently; however, we will assist those who need support in describing the issue.

Investigation and timescales

When a complaint is received we will acknowledge it promptly and open a case. Our standard acknowledgement period is within five working days. We will then appoint a case lead to investigate, keeping the complainant informed of progress. Investigations typically involve reviewing job records, materials used, photographs, site visits where appropriate, and discussions with the operative(s) involved. Complex matters may require liaison with manufacturers or independent technical advisers; in such cases we will explain why additional time is needed.

Expected response times: initial acknowledgement within five working days; provisional findings or a plan of action within 15 working days where possible; and a final response within 30 working days for most cases. If more time is required, we will notify the complainant of the reasons and provide an anticipated date for conclusion. We aim to resolve straightforward resin driveway cleaning concerns quickly, and keep more complex disputes under active review.

Outcomes and remedies

Possible outcomes following our investigation may include:

• Remedial work to correct defects in the resin driveway or surrounding elements;
• Refinishing or touch-up where limited areas require further attention;
• Replacement of defective materials where failure is demonstrated;
• Explanation and evidence that work met accepted standards and no further action is required.

Remedies will be proportionate to the cause and impact of the complaint. We will not undertake unnecessary works, and where remedial action is agreed, we will schedule it promptly subject to material lead times and weather considerations that affect resin treatments.

Escalation and review: if a complainant is dissatisfied with our final response they may request a formal internal review. The review will be conducted by a senior manager who was not involved in the original investigation. The reviewer will examine the case record, the initial findings and any new information provided, and will issue a conclusive response. This internal review is the final stage of our in-house complaints process.

Record keeping and confidentiality: we keep a written record of all complaints, investigations, correspondence and outcomes in accordance with data protection and document retention principles. Records are used to drive quality improvements in resin drive cleaning and surface treatment processes. We handle all personal information sensitively and confidentially, sharing details only with those who need them to conduct the investigation or to carry out remedial works.

Equal treatment: all complaints are treated equally, without discrimination. We will make reasonable adjustments to enable participation in the complaints process, such as providing information in accessible formats or allowing additional time where needed.

Complaint closure and learning: once an issue is resolved we will confirm actions taken and close the case. We review patterns of complaints to identify training needs, supplier performance issues or changes to working practices for our resin bound driveway cleaning and maintenance services. Continuous improvement is integral to our approach.

Limitations and third-party matters: our complaints process covers issues within the scope of the works we provided. Where complaints relate to third-party products, neighbouring properties or matters outside our contractual control, we will explain the limits of our responsibility and, where appropriate, advise on the most suitable route to seek resolution.

If you raise a concern, we will strive for clarity, fairness and a timely outcome. The procedure is intended to be transparent and constructive: to resolve genuine issues and to reduce the chance of recurrence in future resin driveway cleaning projects.

Policy review: this complaints procedure is reviewed periodically to ensure it remains effective and compliant with best practice. Any substantive updates will be applied consistently to all open and future complaints to promote fairness and accountability.