Complaints Procedure for Commercial Tarmac Cleaning

Purpose and scope: This complaints procedure explains how our gardening and grounds maintenance team manages concerns about commercial tarmac cleaning, commercial tarmac maintenance and associated driveway or car park cleaning services for businesses and property managers. It sets out the steps we will take from the moment a concern is raised until the matter is resolved, emphasising transparency, timeliness and continuous improvement. We aim to treat every complaint seriously and to preserve the safety and appearance of paved surfaces while protecting landscaping and planting where work is adjacent to garden areas.

Raising a complaint — what you can expect

When you raise an issue about our commercial tarmac cleaning services or machinery use near planted beds and green spaces, we will acknowledge it promptly. We record each concern in our complaints log and assign a dedicated member of the operations team to manage the case. Our objective is to ensure the complaint is handled consistently and that any landscaping considerations or site-specific constraints are factored into the response.

Initial acknowledgement and timescales: We will confirm receipt of your complaint within three working days and provide an indicative timetable for investigation. Minor issues, such as missed spots or superficial residues, are often resolved within seven working days. More complex matters involving potential surface damage, drainage interactions or planting impact will require a fuller investigation and a longer response time while we gather evidence and consult technical staff.

Investigation process: Our investigation aims to be thorough and fair. We will review job records, site photos and any operational logs from the cleaning visit. Where appropriate, our site supervisor or a technical specialist will visit the location to inspect the tarmac surface, kerbs, drains and surrounding planting. Evidence is recorded and added to the complaint file, and we will consider whether the issue relates to service delivery, equipment malfunction, pre-existing conditions or interactions with other trades on site.

Actions and possible remedies

Depending on the outcome of the review, remedies may include re-cleaning the affected area, applying a different cleaning method more suitable for the surface, carrying out minor repairs or stabilisation, or offering a cost adjustment when appropriate. We may also propose changes to how future maintenance and tarmac cleaning for commercial properties is scheduled to avoid seasonal or horticultural conflicts. Remedies prioritise restoring safe, durable surfaces while protecting planted areas maintained by our gardening teams.

Information we will include in our response: a summary of findings, photographs or annotated site plans where relevant, the proposed remedy and an estimated timetable for action. If a third party or pre-existing condition is the root cause, we will explain this clearly and advise on next steps, without assigning fault unnecessarily. All significant outcomes are recorded to help prevent recurrence.

Escalation and independent review: If you are not satisfied with the proposed resolution, the complaint may be escalated to a senior operations manager for a secondary review. In rare cases where resolution remains elusive, we support the involvement of an impartial industry ombudsman or an independent surveying specialist to assess technical aspects such as surface integrity, contamination or drainage interactions. We aim to cooperate fully with such reviews and implement recommended actions when justified.

Recording, confidentiality and data handling: All complaints are logged, retained for a defined period and used to inform ongoing quality control and staff training. Personal data or commercially sensitive information included in a complaint is handled in line with data protection principles and is only accessed by staff involved in the investigation. We will not publish complaint details, and documentation is shared only with those required to resolve the case or to meet regulatory obligations.

Continuous improvement and staff training: Patterns and themes from complaints are reviewed regularly to identify training needs, equipment upgrades or procedural changes. Our gardening and grounds maintenance teams receive refresher instruction on working adjacent to planted areas, on minimising chemical carryover and on protecting landscape features during commercial asphalt cleaning and car park maintenance. Regular audits ensure lessons learned are embedded into everyday operations.

Commitments to customers and property managers: We aim to be responsive, impartial and practical in resolving concerns about our tarmac cleaning work. Our commitments include clear communication, realistic timelines, documented outcomes and sensible remedial action focused on restoring the functional and visual quality of paved areas while safeguarding planting and green infrastructure.

Examples of how we tailor responses: where our cleaning team works alongside groundskeeping staff, we coordinate methods and schedules to protect soil, mulches and young plants; when cleaning is carried out on high-traffic commercial forecourts, we prioritise safety signage and temporary traffic management to reduce business disruption. These operational considerations are incorporated into complaint responses when relevant.

Review and closure: A complaint is considered closed when agreed remedial actions have been completed and acknowledged by the reporting party, or when external review concludes. We welcome constructive input on our handling of complaints so we can refine service delivery for future commercial tarmac maintenance and associated landscaping services. Our aim is to learn from each case and to improve reliability and client confidence in our commercial tarmac care.