COMPLAINTS POLICY

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.


Our Procedure

Either call us on : 01442 383299

Or write to us at : 12 Windmill Road, Hemel Hempstead, HP2 4BJ
(please request proof of receipt if posting)

Or email us : contact@clearwaymaintenance.co.uk


We aim to respond within 3 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution.


In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact us on 0117 456 6031 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partner.



Notice of the Right to Cancel

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013, you have a right to cancel this contract during a period of 14 calendar days from the day this notice is sent or given to you. During that period if you choose to cancel the contract any money paid by you will be refunded.
However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided.

If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to the person named below. You may use the form below if you want to but you do not have to.

The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is sent.


Work commencing prior to the expiry of the Cancellation Period

I/We agree that CLEARWAY MAINTENANCE LTD
may commence work on (date), before my cancellation period has expired.

I understand that if I decide to cancel within fourteen working days, I may be asked to pay for any work that has been done prior to my cancellation.

Signed:
Date:

Complete, detach and return this form only if you wish to cancel the contract


Customer Cancellation Notice

Name of customer:
Address of customer:

I/We hereby give notice that I/We wish to cancel my/our contract dated:
Customer signature:
Date:


This notice should be sent to:

Name : CLEARWAY MAINTENANCE LTD
Address : 12 Windmill Road, Hemel Hempstead, HP2 4BJ

Email address: contact@clearwaypw.co.uk
Contract reference: job number
Date: date of job



1. General

These Terms and Conditions govern the supply of services and/or goods by Clearway Maintenance Ltd (“the Company”, “we”, “us”, or “our”) to the person or organisation placing an order (“the Customer”, “you”, or “your”).

All contracts between the Company and the Customer are subject to these Terms and Conditions, together with any written quotation, specification, or confirmation provided by the Company.

No variation to these Terms shall be binding unless agreed in writing by the Company.

If any provision is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

If you require clarification regarding these Terms, you may contact us:


By telephone: 01442 383299

By email: contact@clearwaymaintenance.co.uk

In writing to: Clearway Maintenance Ltd, 12 Windmill Road, Hemel Hempstead, England, HP2 4BJ (please request proof of receipt if posting)

2. Information on Our Website

We aim to ensure that all information on our website is accurate and up to date. However:

Website content, including descriptions, images, and specifications, is for general guidance only.

We reserve the right to update or amend content at any time without notice.

Images are for illustrative purposes and may not represent the exact product or finish.

All content on our website, including text, images, logos, and branding, is protected by copyright and may not be copied or reproduced without our written consent.

3. Orders and Formation of Contract

A contract is formed when:

The Customer accepts a written quotation from the Company; or

The Company confirms acceptance of an order in writing (including by email).

Quotations are valid for the period stated on the quotation. If no period is stated, quotations are valid for 30 days from the date of issue.

The Company reserves the right to refuse or decline any order prior to commencement of works.

4. Communication

All communication between the Company and the Customer may be conducted by email, telephone, or in writing.

The Company’s contact details are:

Telephone: 01442 383299

Email: contact@clearwaymaintenance.co.uk

Postal address: 12 Windmill Road, Hemel Hempstead, England, HP2 4BJ

It is the Customer’s responsibility to ensure that contact details provided are accurate and kept up to date.

5. Site Access and Customer Responsibilities

The Customer agrees to:

Provide safe and unobstructed access to the property at the agreed date and time.

Ensure that adequate access to utilities (electricity, gas, water) is available where required.

Inform the Company in advance of any restrictions that may affect access (for example, parking restrictions or limited access routes).

Obtain any necessary permissions, licences, landlord consent, or approvals required before work begins.

The Customer must provide a safe working environment. We reserve the right to suspend or terminate work if conditions are unsafe or if our staff experience threatening, abusive, or inappropriate behaviour.

6. Carrying Out the Work

The Company will carry out services with reasonable skill and care in accordance with applicable laws and regulations.

Installation routes, positioning of equipment, and materials used will be determined based on practical and safety considerations.

While reasonable care will be taken, the Company shall not be responsible for:

Minor cosmetic damage that is unavoidable during works.

Pre-existing faults, defects, or structural weaknesses.

Failures in existing systems or infrastructure not installed by the Company.

The Customer agrees to provide reasonable opportunity for the Company to rectify any defects or issues arising from the works.

7. Delays

We will make every reasonable effort to complete works within agreed timeframes. However, we shall not be liable for delays caused by:

Severe weather

Illness

Supply chain issues

Events outside our reasonable control

Time shall not be of the essence unless expressly agreed in writing.

8. Materials and Variations

Materials may vary slightly in colour, texture, or appearance due to manufacturing differences or availability.

If additional work or materials are required that were not identified at quotation stage, we will inform the Customer and provide details of any additional cost before proceeding.

Any agreed changes must be confirmed in writing.

9. Payment Terms

Payment terms will be set out in the quotation or invoice.

Unless otherwise agreed in writing:

Payment is due in full upon completion of works.

The Company may require a deposit prior to commencement.

The Company reserves the right to suspend works if payments are overdue.

All prices are inclusive of VAT unless otherwise stated.

The Company reserves the right to charge interest on overdue amounts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

Ownership of goods supplied remains with the Company until full payment has been received.

10. Cancellation Rights (Consumers Only)

If you are a consumer contracting at a distance (for example, via the website), you may have the right to cancel within 14 days of entering into the contract under the Consumer Contracts Regulations 2013.

To exercise your right to cancel, you must notify us in writing using the contact details below:

Email: contact@clearwaymaintenance.co.uk

Post: Clearway Maintenance Ltd, 12 Windmill Road, Hemel Hempstead, England, HP2 4BJ

If you request that work begins within the 14-day cancellation period and subsequently cancel, you may be required to pay for work carried out up to the date of cancellation.

This does not affect your statutory rights.

11. Warranties and Guarantees

Where applicable:

Manufacturer warranties apply to goods supplied.

Workmanship is guaranteed for 12 months from the date of completion, unless otherwise stated in writing.

Warranties are subject to:

Proper use and maintenance of the installed equipment.

Compliance with manufacturer instructions.

The Company is not responsible for damage caused by misuse, neglect, third-party interference, or lack of maintenance.

Warranty queries should be directed to:
contact@clearwaymaintenance.co.uk or 01442 383299

12. Limitation of Liability

Nothing in these Terms limits or excludes liability for:

Death or personal injury caused by negligence

Fraud or fraudulent misrepresentation

Any matter which cannot be excluded by law

Subject to the above, the Company shall not be liable for:

Indirect or consequential losses

Loss of profit, business, or opportunity

The Company’s total liability shall not exceed the total contract value.

13. Data Protection

The Company processes personal data in accordance with applicable data protection laws.

Customer information will only be used for the purposes of fulfilling the contract and legal obligations. Please refer to our Privacy Policy for further details or contact us at contact@clearwaymaintenance.co.uk.

14. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

Contact

Need Property Maintenance Services in London?

Clearway Maintenance supports landlords, letting agents, and businesses across Greater London with reliable property maintenance, including repairs, roofing, cleaning, and refurbishment.

Request your FREE QUOTE today or contact our team to discuss your requirements.

Main Office

Hemel Hempstead, Hertfordshire

167-169 Great Portland Street,

W1W 5PF

Email

contact@clearwaymaintenance.co.uk

Telephone Main Office

01442 383299