Complaints Procedure for Commercial Driveway Restoration

Purpose: This procedure sets out clear, fair and timely steps for managing complaints relating to commercial driveway restoration, commercial driveway repair and associated driveway resurfacing work carried out by a gardening or grounds-maintenance service. It explains how concerns are recorded, investigated and resolved, and how we use lessons learned to improve ongoing landscaping and surface maintenance for business clients.

Scope: This policy covers complaints from commercial clients about workmanship, materials, scheduling, site safety and remedial work on driveways and access areas. It applies to contracts for driveway restoration for businesses, parking area resurfacing, paving repairs and related soft landscaping that has a direct impact on driveway performance. The procedure complements contractual obligations and statutory rights without replacing them.

How to raise a concern: Clients should raise issues promptly with their project lead or site supervisor. Where appropriate, concerns may be submitted in writing or by documented verbal report to ensure clarity. Provide details including the contract or job reference, date of the work, a concise description of the problem and any photographic evidence. We recommend reporting defects as soon as they are noticed to enable timely inspection and remedial action.

Acknowledgement and Initial Response

On receipt of a complaint about commercial driveway restoration or commercial driveway resurfacing, an acknowledgement will be issued within a short period. The acknowledgement confirms receipt and outlines the next steps, the person responsible for the review and an expected timeframe for an initial visit or update. Early communication ensures safety risks are identified immediately and temporary measures put in place if required.

Investigation process: Investigations typically include a site inspection, review of job records, material batch references and any pre- and post-work photographs. Where subcontractors were used, their records are also reviewed. Investigations are conducted impartially and aim to establish root causes—whether installation technique, material failure or unforeseen site conditions contributed to the issue.

During the investigation we may propose interim actions such as cordoning unsafe areas, placing temporary signage or scheduling an urgent remedial visit. All findings are recorded, and provisional recommendations are shared with the complainant so they are kept informed as we work toward a resolution.

Resolution, Remedies and Timescales

Where a defect or service shortfall is identified, we evaluate remedial options proportionate to the issue. Remedies for commercial driveway repair and restoration complaints can include:

• On-site remedial works to correct installation or materials;
• Partial or full rework of affected sections;
• Material replacement where a product fault is proven;
• Proportionate financial adjustment where rework is not appropriate.

Timescales are provided at the acknowledgement stage and updated if further work or third-party input is required. Minor issues may be resolved within days; more complex matters that require material replacement or independent assessment may take longer. We aim to provide a substantive update at each milestone.

Escalation and independent review: If the complaint remains unresolved after the internal process, clients may request escalation to a formal review. This can involve an independent technical assessment by a neutral expert with relevant experience in driveway construction, surfacing and drainage. The aim is to achieve an objective determination and agreed remedial plan.

Record keeping and confidentiality: All complaints are logged with relevant documents, photographs and records of correspondence. Information is handled in accordance with privacy principles and retained for a reasonable period to support warranty and quality assurance activities. Records are used to track trends and to inform training and process improvements within our gardening and grounds teams.

Continuous improvement: Complaints provide valuable insight into recurring issues such as sub-base preparation, drainage performance or material suitability for heavy commercial use. We commit to reviewing procedures, supplier choices and training to reduce recurrence of similar problems across driveway restoration projects.

Final response and closure: Once the agreed remedy is complete, a final response is issued summarising findings, actions taken and any follow-up monitoring. The complaint file is then closed unless new information is provided. Clients are encouraged to report any ongoing concerns promptly so that warranty obligations and post-completion care can be applied where appropriate.

What to expect from us: We will handle each complaint professionally, investigate thoroughly, communicate clearly and propose fair corrective actions in a timely manner. Our goal is to restore service performance and confidence in commercial driveway restoration and repair work performed by our grounds and landscaping teams.

Final note: Early notification helps ensure swift rectification and reduces disruption. We value the opportunity to resolve issues and to strengthen systems that support durable, safe and attractive driveways for commercial properties.