Image showing a commercial resin driveway surface viewed from the entrance

Complaints Procedure for Commercial Resin Driveway Cleaning

Our commercial resin driveway cleaning complaints procedure explains how we handle concerns about resin-bound and resin-surfaced driveways at commercial properties. It applies to all commercial resin drive cleaning, resin driveway maintenance and related services delivered by our team. The aim is to resolve issues fairly, quickly and transparently while protecting site safety, asset integrity and business continuity. We treat every complaint seriously and will investigate with an emphasis on practical remedies and preventing recurrence.

Photograph of a maintenance technician inspecting a resin-bound driveway

Scope and Principles

We operate a clear set of principles when dealing with a complaint about resin driveway surface cleaning: accessibility, impartiality, timeliness and confidentiality. These principles guide every stage — from initial receipt through investigation to resolution. This policy covers commercial resin-tarmac and resin-bound driveway cleaning services, maintenance visits, and any post-cleaning rectification work. It does not replace contractual warranty terms but complements them by explaining our internal handling process.

How to Raise a Complaint

To help us investigate, please provide key information in your complaint: a short description of the issue (staining, surface damage, slip risk, uneven finish), date and place of service, job reference where available, and clear photographs or evidence. Include any relevant invoice or service record identifiers. Complaints should be raised promptly after discovering a fault to allow effective inspection and to preserve evidence. We will acknowledge receipt and provide a case reference for tracking.

Close-up of resin driveway texture and cleaning equipment on site

Acknowledgement and Initial Assessment

Once received, complaints about commercial resin driveway cleaning are logged and acknowledged promptly, normally within three working days. An initial assessment considers safety implications and whether an urgent remedial visit is required to secure a site. A manager will be assigned to coordinate the response. If the complaint relates to potential damage or health and safety, interim protective steps may be carried out while a full investigation continues.

Investigation Process

The formal investigation follows a structured sequence to establish facts and identify root causes. Typical steps include:

site inspection by a qualified technician or surveyor;
review of work records, materials used and method statements;
analysis of photographs and samples where appropriate;
consultation with relevant staff, subcontractors or suppliers.

Investigations take into account the nature of resin-based systems, curing times and environmental factors that can affect appearance and performance. We may propose remedial cleaning, localized repair, or re-application where a fault is attributable to our workmanship or materials.

Resolution options include re-cleaning to an agreed specification, targeted repair, discount or partial reimbursement where appropriate, and agreed measures to prevent recurrence. We aim to complete investigations and offer a proposed resolution within 20 working days of acknowledgement, subject to inspection complexity.

Escalation and Review

If the initial outcome does not satisfy the customer, the complaint may be escalated for further review by a senior manager. For unresolved disputes we will explain internal escalation routes and, where appropriate, the option of independent review by a qualified third party, such as a trade standards inspector or an industry arbiter. This escalation pathway is designed to provide an impartial reassessment of the evidence and a final recommendation.

Team meeting reviewing complaint records and corrective actions

Record Keeping, Monitoring and Improvement

All complaints are recorded and retained in our quality management records for analysis and continuous improvement. Records include the complaint details, investigation notes, photographs, correspondence and the final outcome. Trends are reviewed periodically to identify training needs, process changes, or supplier issues. We use complaints as a tool to refine our resin driveway cleaning techniques and to strengthen preventive maintenance advice offered to commercial clients.

Finished commercial resin driveway after professional cleaning and repair

Closing the Complaint

When a complaint is closed we provide a written summary of findings, the agreed remedy and any steps taken to prevent similar issues. Where corrective action is implemented, we monitor its effectiveness over a reasonable period. Customers are informed of any rights under warranty or applicable service agreement, and we strongly encourage reporting any subsequent concerns so they can be reviewed. Our commitment is to transparent resolution and to sustaining high standards in commercial resin driveway care.

Notes: This complaints procedure complements contractual terms and does not replace statutory rights. It is designed to be fair to both commercial clients and the service team carrying out resin-bound and resin-surfaced driveway cleaning.