Terms & Conditions
COMPLAINTS POLICY AND PROCEDURE
It is the policy of Drivetech Patios and Landscaping to provide a high-quality service to everyone we deal with. In order to do this, we need you to give us any comments about our service, and to tell us when we get things wrong.
We want to help you resolve your complaint as quickly as possible. We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
WHAT IS A COMPLAINT
A complaint is an expression of dissatisfaction, whether justified or not. Our policy covers complaints about:
- The standard of service we provide.
- The behaviour of our stafff.
OUR COMPLAINTS 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, whether they are made by telephone, by letter, or by email.
- Customers will be treated with courtesy and fairness at all times.
- We will treat all complaints in confidence within the company.
- We will deal with customer complaints promptly.
CONFIDENTIALITY
All complaints received will be dealt with confidentially and in accordance with the requirements of the General Data Protection Regulation (GDPR).
STATUTORY RIGHTS
Our complaints policy does not impair your statutory rights.
HOW TO COMPLAIN
- We prefer complaints to be made by email.
- Phone calls and texts can be unreliable so please avoid this if possible.
TIMESCALES
WITHIN 48 HOURS OF RECEIPT OF THE COMPLAINT
- Notify the complainant by email where possible that the complaint has been received.
WITHIN 7 WORKING DAYS OF RECEIPT OF THE COMPLAINT
- Notify the complainant by email where possible of our complaint handling procedure.
WITHIN 28 DAYS
- Make reasonable endeavours to investigate and resolve the complaint.
EXTENDING TIME LIMITS
We aim to complete all complaints within the timescales above; however, if there is a shortage of materials or adverse weather, it may be necessary to extend the time limit. If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and inform them of the new deadline.
GUARANTEE
Drivetech Patios and Landscaping warrants that any defects in workmanship during the construction of the patio, landscaping or similar domestic installation will be made good free of charge for a period of up to five years starting from the date the work was completed. Products used are covered under the terms of the supplier.
This guarantee will only take effect once the contract has been completed to the satisfaction of all parties and full payment of the contract price has been made.
1.The company shall endeavour to make good any remedial works in a colour, pattern, and finish as specified in the original contract; but no assurance can be given that an exact recreation may be achieved as this depends upon the availability of materials.
2.This guarantee covers the installation for reasonable domestic use, but does not extend to cover damage resulting from accident, misuse, neglect, lack of maintenance (including re-pointing if necessary), impact damage, commercial or industrial use, or staining caused by any substance whatsoever.
3.Settlement attributable to the construction of the works is covered but settlement attributable to construction of work not the responsibility of the company is not covered. Cover for any settlement in the ground at a level lower than that exposed during construction, resulting from, for example, the failure or collapse of any pre-existing installation, is excluded.
4.Movement, expansion or contraction of subsoil or base due to changes in temperature, water content and tree root activity are outside the control of the company and no guarantee can therefore be given should any damage occur due to these or related factors.
5.This guarantee covers failure of the paving to drain properly, in that if, after rainfall, when the rest of the paving has dried out, there is an area that is still retaining water. Some settlement of paving when first trafficked is to be expected and does not affect the serviceability.
6.In their early life, products may appear to lose some intensity of colour or even experience a milky white stain on the surface. This may be attributable to a phenomenon known as efflorescence, which is of a temporary nature, and is not harmful to the performance of the paving. The installer cannot accept responsibility for the occurrence of this defect and the product will be covered under the terms of the supplier.
7.This guarantee does not cover surface weeds. These are weeds that are caused by seeds being dropped by birds, animals or blown in by the wind which then take root. Drivetech Patios and Landscaping has no control over this and cannot be held liable as such.
8.This guarantee does not cover Horsetail, also known as mare’s tail. These weeds are highly invasive, deep-rooted perennial weeds that have fast growing underground stems. These stems can be as deep as 7m, which makes them extremely difficult to remove, especially if they are invading a border. They are known for entering gardens by spreading underground from neighbouring land or properties. DriveTech Patios & Landscaping have no control over this and therefore, cannot be held liable. This also includes, other invasive weeds and plants.
9.In the event of a defect arising, which may be covered by this guarantee, full written details must be submitted to the company within seven days of the discovery of the alleged defect.
10.The person insured is the person named in the schedule and is non-transferable.
11.Shifted or sunken pavers due to improper use, such as vehicles or lawn mowers driving on or off the edges, are not covered under the warranty.
12.Natural occurrences and acts of God are not covered by the warranty.
13.Warranty is void if new excavation, digging, or soil removal occurs within 10 feet of the finished paver system.
Note: This guarantee is offered as an additional benefit by the company and in no way affects your statutory rights.