Complaints Procedure for Driveway Sealing Services

Purpose and scope: This document sets out our complaints procedure for driveway sealing and related surface treatments provided across our gardening company service area. It explains how concerns about a sealed driveway, the quality of the driveway sealing service, or workmanship will be handled. The procedure applies to domestic and small commercial sealing jobs, including driveway seal applications, resealing, patch repairs and associated preparatory works.

Principles: We are committed to treating every complaint fairly, promptly and with confidentiality. Our aim is to preserve trust in our driveway sealer teams and to ensure that any issues with a sealed driveway are rectified efficiently. Complaints are handled with impartiality, and staff involved in the original work will not determine the outcome alone.

How to make a complaint

To lodge a concern about driveway surface sealing or installation, please use the customer channels provided at the time of service. When you submit a complaint, include a clear description of the issue, the job reference or invoice number if available, the date of the sealing work, and photographs of the affected areas. Keep records of any communications and dates to help speed up our review. We will acknowledge receipt of your complaint and explain the next steps.

Acknowledgement and initial response

We will acknowledge your complaint within a short, defined period and advise who will manage the review. The initial response will outline expected timescales for an inspection and for a full investigation of the sealed driveway issue. If immediate safety concerns exist (for example, extreme surface instability) we will prioritise those matters.

Investigation process

Our investigation will normally include a site inspection by an experienced operative or supervisor familiar with driveway sealing, seal coating techniques and surface preparation. The inspector will assess workmanship, materials used, drainage, curing conditions, and any external factors that could affect the sealed driveway’s performance. Where necessary, we may consult supplier guidance on the sealer product applied. The inspection report will form the basis of our findings.

Resolution options: Following investigation, outcomes may include remedial repair, resealing of affected areas, targeted patching, or other technical measures. We will consider these options in line with the scope of the original appointment, the condition of the driveway, and the age of the work. Possible remedies include:

• On-site repair or targeted reseal by qualified driveway sealing technicians
• Reapplication of sealer to specific problem zones
• Technical adjustments to drainage or adjacent landscaping that affect a sealed driveway
• In limited circumstances, a proportionate financial adjustment when repair is not viable

Timescales and updates: We aim to complete initial inspections and provide a proposed resolution within a defined working period after acknowledgement. If a resolution requires additional parts, specialist products, or external assessments, we will keep you updated on progress. Regular updates will be provided until the sealed driveway issue is resolved or an agreed alternative is reached.

Escalation and independent review

If you remain dissatisfied with our proposed resolution for a driveway sealing matter, you may request escalation. We will explain independent assessment options, which may include a third-party technical review of the sealed driveway or an industry specialist opinion. Escalation does not require legal action; it is part of our complaints framework to ensure impartial re-examination of difficult cases.

Record-keeping, confidentiality and fairness: All complaint records relating to driveway sealer operations are retained to help improve service quality and to ensure transparency in our response. Personal information is handled confidentially and used only to resolve the complaint. We commit to no retaliation and to fair treatment of all parties involved in a complaint about a sealed driveway.

Learning and improvement: Every complaint about driveway sealing is an opportunity to improve our practices. Findings from investigations are shared internally with installation teams and supervisors to reduce recurrence and to refine application techniques for sealed driveways. Training and supplier engagement are adjusted where patterns indicate systemic issues.

Closure and confirmation: Once a complaint is resolved, we will confirm the outcome in writing and record any remedy carried out. If remedial work has been completed, we may advise on care and maintenance for a sealed driveway to protect the repair. Closure notes include a summary of actions taken and any follow-up recommendations.

Commitment to service in our gardening company area: We understand the importance of a durable, well-sealed driveway for property appearance and function. This complaints procedure ensures that concerns about driveway sealing are handled professionally, with clear steps from reporting to resolution, reflecting our ongoing commitment to quality and customer care across the service area.