Complaints Procedure for Driveway Restoration Services

Purpose: This complaints policy explains how we handle concerns about driveway restoration, including resurfacing, repair and general driveway maintenance provided as part of our gardening and exterior services. It sets out clear steps so clients understand how to raise issues about workmanship, materials or customer service and how we will respond. We aim to resolve every complaint fairly, promptly and with respect, and to use each concern to improve our driveway refurbishment and paving services.

We recognise that problems can occur during driveway repair or resurfacing projects. When a client has a concern, they should outline the issue clearly and provide any relevant evidence such as photos, dates and brief descriptions of the problem. All complaints will be logged and given a reference number so they can be tracked through to resolution. Our staff will treat complaints confidentially and will not disclose personal data beyond what is necessary to investigate.

Initial receipt: On receipt of a complaint the nominated complaints officer will acknowledge it within five working days and provide the complainant with the reference number and an outline of next steps. This acknowledgement will include an estimated timeframe for a full response and any immediate actions that may be needed for safety or to prevent further damage — for example, temporary measures to protect a newly restored driveway or to address drainage issues related to the works.

Investigation and assessment

Our team will investigate complaints about driveway resurfacing or re-laying by reviewing the job records, site notes and materials used. We may arrange a site visit to inspect defects such as cracking, ponding, slipping or subsidence. During the assessment we will identify whether the issue relates to workmanship, materials, design or external factors such as ground movement or vegetation growth. Where appropriate, we will consult independent specialists to ensure an objective evaluation of the problem and to recommend remedial work.

Remedial action and timescales

If the investigation confirms responsibility for the fault, we will propose a remedial plan. Possible outcomes include repair of the affected area, replacement of defective materials, further site preparation (for example improved sub-base), or compensation in limited circumstances. We aim to agree a remedy with the client within 10–20 working days of the conclusion of the investigation. Emergency or safety-related work will be prioritised and started as soon as it is practicable.

Where a complaint concerns ongoing maintenance or landscaping interactions with the driveway, remedies may include scheduling corrective gardening work, adjusting surface grading, or re-routing water runoff to prevent erosion. Our team will always explain the reasons for the chosen remedy, expected timescales and any limitations. If remedial work is agreed, we will set a completion deadline and update the client on progress.

We keep a formal complaints record that captures the initial complaint, investigation notes, actions taken and final outcome. Records are retained to ensure consistency in how similar issues are handled for future driveway restoration projects and to support continuous improvement of our services. This record helps our project managers and operatives refine techniques for driveway refurbishment, paving installation and related landscaping work.

Escalation procedure: If the complainant is not satisfied with the proposed resolution, they may request escalation. An internal review will be conducted by senior management who were not involved in the initial investigation. The reviewer will reassess the evidence and may arrange an independent inspection. A final determination will be communicated in writing, outlining the reasons for the decision and any further steps available, including mediation where appropriate.

Communication standards and expectations: We commit to clear, courteous communication during the complaints process. Updates will be provided at agreed intervals and responses will be written in plain language, avoiding technical jargon where possible. If repairs or amendments are scheduled, we will inform the client of any access requirements, expected disruptions and the estimated duration of works so they can plan accordingly.

Accuracy and evidence: Clients are encouraged to provide photographs, dates and brief descriptions of the issue to speed up resolution. Where site inspections are required, our operatives will aim to minimise disruption to the property and surrounding gardens while conducting thorough evaluations. If weather or seasonal conditions affect the timing of remedial works, this will be communicated promptly.

Outcomes and learning: Outcomes range from no further action (if the work is found to comply with agreed specifications), to corrective works or replacement. All resolved complaints are reviewed in internal meetings to identify trends and training needs. Continuous improvement is a key part of our approach to delivering high-quality driveway resurfacing and driveway refurbishment as part of our broader garden and exterior service offerings.

Final notes: This complaints procedure is designed to be fair and accessible for anyone using our driveway restoration or related landscaping services. Every complaint is an opportunity to improve the durability and finish of our paving and driveway repair work and to strengthen the way our teams engage with clients. We appreciate constructive contact and will always handle concerns with impartiality and care to reach a practical, timely resolution.