COMPLAINTS POLICY & PROCEDURE
At Drivetech Patios and Landscaping, we strive to provide a high-quality service to everyone we deal with. We welcome comments about our service and want to know when things go wrong. Our goal is to resolve your complaint as quickly as possible.
WHAT IS A COMPLAINT
A complaint is any expression of dissatisfaction with our service, whether justified or not. Our policy covers complaints about:
The standard of service we provide
The behaviour of our staff
What Our Policy Does Not Cover
Our policy does not cover:
Comments about our policies or policy decisions
Dissatisfaction with our policies or decisions about individual cases
Matters that have already been fully investigated through this complaints procedure
Anonymous complaints
OUR STANDARDS FOR HANDLING COMPLAINTS
We treat all complaints seriously and:
Treat customers with courtesy and fairness at all times
Handle all complaints confidentially within the company
Deal with customer complaints promptly
CONFIDENTIALITY
All complaints will be treated confidentially and in accordance with the General Data Protection Regulation (GDPR).
STATUTORY RIGHTS
This complaints policy does not affect your statutory rights.
HOW TO COMPLAIN
We prefer complaints to be made via email: drivetechpatios@gmail.com
TIMESCALES
We aim to:
Acknowledge receipt of the complaint by email within 48 hours
Notify the complainant of the complaint-handling procedure within 7 working days
Make reasonable efforts to investigate and resolve the complaint within 28 days
EXTENDING TIME LIMITS
If delays occur, we will inform the complainant of the delay, the reason, and a revised resolution timeframe.