Complaints Procedure for Gutter Cleaning and Maintenance

This Complaints Procedure describes how we handle concerns about gutter cleaning and related roofline services provided within our gardening company service area. It aims to be clear, fair and timely. If you believe an element of our gutter cleaning work, roofline clearing or downpipe maintenance did not meet the agreed standard, this policy sets out what to expect when you raise a complaint. We encourage open communication and will treat every concern with respect while keeping an emphasis on resolving issues efficiently.

We acknowledge complaints promptly. Within 48 hours of receiving an initial report we will send an acknowledgement that your concern has been received, explain who will manage the matter and outline the estimated timescales. Where possible we will use email or written correspondence to record the initial acknowledgement, but we may also confirm receipt by other means. Our aim is to provide an initial response and a clear next step for any concerns about cleaning gutters, clearing debris or any damage allegedly caused during work.

How to Make a Formal Complaint

To make a formal complaint about gutter maintenance, please provide: the date of the visit, the address where work was performed, a brief description of the issue and any supporting photos. If you prefer an informal discussion first, indicate that and we will try to resolve the matter verbally before moving to a formal investigation. We treat every complaint confidentially and record it in our internal system for follow-up.

Once a complaint is logged, we will assign an investigator who is independent of the teams that completed the work. That investigator will review job records, photographs and any notes made by operatives or the site manager. We will normally undertake an on-site inspection where practical, especially for claims involving blocked gutters, overflowing downpipes or damage to fascias and soffits. The goal of the investigation is to establish the facts and determine whether the original work fell short of the expected standard for gutter cleaning services.

Remedies and Outcomes

If the investigation finds an issue, we will propose a reasonable remedy. Typical outcomes for proven issues include:

• Re-attending to re-clear gutters or downpipes free of charge
• Repairing minor accidental damage caused during service
• Providing a partial refund if agreed work was not completed

We do not accept liability for pre-existing structural problems that were not visible or disclosed prior to starting work unless damage can be attributed to our operatives. All remedies will be proportionate to the issue found.

Timescales for resolution will vary with the complexity of the issue. Simple cases may be resolved within 5–10 working days, while matters requiring third-party assessments or specialist repair quotes may take longer. We will keep you updated about progress and expected completion dates. If additional delays occur we will explain the reasons and provide revised estimates.

Escalation If you are not satisfied with the outcome of the initial investigation, you may request escalation to a senior manager for a secondary review. The escalation should outline why the proposed resolution is unacceptable and include any additional evidence. The senior review will re-examine all available information and provide a final decision wherever possible within 10–15 working days of escalation.

We keep clear records of all complaints, investigative findings and the remedies offered. These records are used to improve the quality of our gutter clearing operations and to support training for operatives. We monitor trends in complaints to identify recurring issues, such as specific access challenges, seasonal effects on leaf fall or equipment improvements needed to maintain high standards across our service area.

Confidentiality and fairness are important. We will not share your personal information beyond what is necessary to investigate and resolve the complaint, and we will seek to act impartially at all stages. Where subcontractors have been used to carry out gutter cleaning or maintenance work, we will coordinate with them as part of the investigation but remain responsible for communicating the outcome to you directly.