Complaints Procedure for Commercial Block Paving Cleaning Services

Purpose: This complaints procedure explains how we handle concerns about commercial block paving cleaning and related paving maintenance services provided by our gardening and external hard surface teams. It is aimed at clients of commercial properties and property managers who require a clear, fair and timely response when the standard of commercial paving cleaning or block restoration work does not meet expectations. The aim is to resolve issues efficiently while protecting both the site and workforce.

Scope: This policy covers all aspects of block paving services including power washing, weed removal, jointing, sealing and routine maintenance of paved areas. It applies whether the issue relates to workmanship, scheduling, site protection or the effect of cleaning agents on nearby planting and soft landscaping. Complaints about wider gardening or grounds maintenance services will be handled consistently, but are addressed under separate operational procedures when they do not involve block paving.

Who can complain and when: Any authorised representative of a client, including facilities managers and on-site supervisors, may raise a complaint if they believe the standard of commercial paving cleaning or related services is unsatisfactory. Complaints should be raised as soon as practical after discovering the issue to allow prompt investigation. We encourage early reporting to reduce the risk of deterioration or escalation.

How to raise a complaint

Raise concerns in writing or via the project communication channel established at the start of work. Provide a brief description of the issue, the date and location of the service, and any supporting photographs or documents. Please include reference to the original job or contract number where available. Clear information accelerates the review process and helps our team identify the correct service history for the commercial block cleaning job.

Acknowledgement and initial response: On receipt of a complaint we will acknowledge it within a defined business timeframe, stating who will manage the case and giving an expected timeline for a full response. Typical acknowledgement is within five working days, with initial findings or site visit arrangements communicated promptly. If a site inspection is necessary, we will coordinate access and respect any site safety protocols and landscaping protection measures.

Investigation process: Our investigation will review service records, risk assessments, used cleaning methods and materials, and photographic evidence. We may interview operatives and site supervisors to establish facts. Outcomes can include remedial cleaning, corrective jointing, re-sealing, compensation where appropriate, or a mutually agreed modification to the original scope. All proposed remedies will consider the integrity of surrounding planting and garden features to ensure no harm is done.

Resolution and remedies

Where a complaint is upheld, we will offer a clear, proportionate solution. Options include repeat treatment at no charge, partial refund for substandard work, or additional remedial services tailored to the situation. Remedies focus on restoring the paved surface and protecting soft landscaping. Where appropriate, we will also provide written confirmation of the agreed remedial steps and a revised completion date.

Escalation and independent review: If a client is not satisfied with the proposed resolution, an internal escalation to senior management is available. We maintain an impartial review process to ensure consistent decisions. Where required, an independent technical assessment by an external paving specialist may be sought to provide a neutral report on workmanship and material suitability.

Record keeping and continuous improvement: All complaints and outcomes are recorded to inform service improvements, staff training and operational controls for future commercial paving work. Records include the complaint details, investigation notes, corrective actions and timeframes. We use this information to refine our risk assessments and to reduce repeat issues, contributing to higher quality block paving cleaning and maintenance for our service area.

Timescales and expectations: While many complaints are resolved quickly, more complex matters may require thorough inspection and testing; in such cases we will update the complainant regularly. We commit to transparent communication and to setting realistic timescales for any follow-up works. Prompt cooperation from both parties, including access to the site and availability of records, helps ensure a satisfactory outcome.

Confidentiality and fairness: Complaints are handled with confidentiality and impartiality. We aim to treat every concern fairly, without prejudice, ensuring that operatives and clients are given a chance to present their perspective. Our goal is practical resolution rather than assigning blame, with emphasis on restoring the quality of the block paving service and maintaining good commercial relationships.

Review and policy updates: This complaints procedure is periodically reviewed to remain effective across our gardening and hard-surface maintenance services. Updates reflect lessons learned from case reviews, changes in cleaning technology and evolving best practice for commercial block paving treatment. We encourage clients to familiarise themselves with this procedure at the start of any paving contract to ensure mutual understanding of how issues are managed.