Complaints Procedure for Driveway Algae Removal and Related Services

This document explains our formal complaints procedure for driveway algae removal and associated surface treatments. It is intended to set out a clear, fair and timely process for anyone who feels that the standard of work, communication, scheduling or safety on a job involving driveway algae treatment or algae removal from driveway surfaces has fallen short of expectations. Our aim is to resolve issues pragmatically, protect property, and maintain professional standards while ensuring your concerns are acknowledged promptly and handled with respect.

We accept complaints from property owners, site representatives and authorised third parties acting on behalf of the customer. Complaints may relate to workmanship, the effectiveness of cleaning products, surface damage, staining, delays in scheduling, or disputes about the scope of driveway algae removal services provided. If an issue arises, please document the problem and any relevant dates, times and descriptions of the work performed. Keeping records and photographs (where safe and appropriate) will help us to investigate thoroughly.

On receipt of a complaint we confirm acknowledgement within our stated timeframe and assign a dedicated case handler. The initial acknowledgement will explain the expected timeline for investigation, the likely steps we will take and the options available for resolution. We use a tiered approach to ensure fairness: first, a review of the original work order and chemicals used; second, inspection (either remote by photo or on-site where necessary); and third, a proposed remedy. Remedies can include additional treatment, re-work of the area, or where applicable, an agreed financial adjustment.

Investigation begins with a fact-find phase that includes reviewing risk assessments, safety data sheets for any cleaning agents used, and the schedule of works. Our technical team evaluates whether the chosen method—pressure washing, soft wash, chemical cleaning or a combined method—was appropriate for the surface type and the nature of the algae growth. We aim to be transparent about any limitations of the chosen approach and will explain why certain remedial steps may be necessary to achieve long-term results when removing algae from driveways.

During an on-site inspection our assessor will take a recorded view of the surface condition and, where possible, identify whether the algae re-growth pattern indicates environmental factors (shade, moisture, run-off) rather than service failure. We will advise on whether additional interventions like improved drainage, trimming back overhanging foliage or routine maintenance visits could reduce recurrence. Our team will also explain the expected timescales for visible improvement following a treatment, and any follow-up monitoring that might be appropriate.

The outcome of the investigation is documented and offered to the complainant in writing. If you disagree with our findings you may request escalation to a senior manager or technical director for a second review. We treat escalation seriously, and a second review will normally involve a fresh inspection and a written response that clarifies technical points, legal considerations, and any proposed concessionary measures. We endeavour to keep this stage prompt and free of unnecessary delay.

• Step 1: Acknowledge the complaint and assign a case handler.
• Step 2: Review records, materials and initial service details.
• Step 3: Carry out inspection and propose remedial action.

Where a remedial visit is required, we will propose a date and outline the scope of work to be completed without altering the original service charge unless a concession or rebate is agreed. In cases where the work is within the warranty or guarantee period we clearly state the applicable terms for repeat treatment of algae. If the complaint identifies accidental damage attributable to our operations, we will address repair options in line with our operational policies and insurance arrangements.

We aim to resolve straightforward complaints within 14 working days of receipt, and more complex technical disputes within 28 working days. If additional time is required we will notify you of the reason and provide an estimated completion window. Our objective is to agree an outcome that restores the quality of the surface and addresses any legitimate concerns about how the job was completed without creating unnecessary friction.

If a complainant remains dissatisfied after escalation, the final internal review will be documented and retained. Where both parties agree, a neutral third-party expert may be invited to assess technical aspects of the job. We encourage constructive dialogue and aim to conclude matters amicably, but we will also set out the boundaries of our service commitments and any exclusions related to natural re-growth, pre-existing substrate weaknesses or environmental contributors to algae recurrence.

Throughout the complaints process we are committed to clear communication: replies will be _timely_, findings will be _transparent_ and any proposed fixes will be _reasonable_. We document every stage of the complaint and keep an auditable trail so that our procedures can be reviewed internally for continuous improvement. Our policy supports respectful interactions, impartial investigation and a consistent approach to resolving disputes about driveway algae treatment and related surface cleaning services.