Complaints Procedure for Jet Washing and Exterior Cleaning Services
Purpose and scope: This complaints procedure explains how we manage concerns about jet washing, pressure cleaning, power washing and related external surface maintenance delivered by a gardening company or grounds maintenance team operating across its service area. It is intended to be fair, transparent and efficient so that customers understand the steps taken when a service falls short of expectations. Our aim is to resolve issues promptly while protecting the safety of people, property and the environment.
What we treat as a complaint: A complaint can relate to workmanship (for example ineffective driveway cleaning or streaking after a patio jet wash), alleged damage to hard or soft landscaping, missed or late appointments, poor communication, or concerns about safety or conduct while performing pressure washing tasks. This procedure covers all variations of external cleaning services provided under our maintenance work, including soft washing where used.
How to raise a concern: Please notify us as soon as you can after the service so we can act while evidence and access remain clear. You may raise a concern using the same method you used to engage the service (for example the booking channel or customer portal) or by giving notice at the on-site visit if the issue is discovered immediately. When reporting, include: date of service, address within the service area, a clear description of the problem, and photographs or a short video if possible. Timely reporting helps with accurate investigation and repair planning.
Acknowledgement and initial response
On receipt of a complaint we will send an acknowledgement within a short, specified period and outline the expected timescale for a fuller response. Typically we aim to respond with an initial assessment within 3 working days and provide a target completion for the investigation. If we need to visit the site to inspect a patio or driveway jet wash outcome, we will arrange an appointment with you at a mutually convenient time to reduce disruption.
Investigation process
The investigation seeks to establish facts and determine practical remedies. Steps commonly include:- Review of work orders, technician notes and photos from the original visit;
- On-site inspection where necessary to assess any alleged damage or incomplete cleaning;
- Consultation with the technician or team that carried out the power washing, and consideration of weather conditions or surface suitability;
- Assessment of safety or compliance issues if raised.
During the review we will keep you informed of progress. If an immediate safety concern is identified (for example contamination of drains or visible structural risk), we will prioritise those matters and advise on temporary measures until permanent remediation can be arranged.
Resolution options and remedies: Where a shortfall is confirmed, remedies may include returning to rework the area, offering a partial or full credit, arranging third-party repair where appropriate, or providing a written explanation where no remedial action is necessary. Remedies are chosen to be proportionate, practical and targeted at restoring the service to an acceptable standard. Refunds and financial remedies are considered on a case-by-case basis and subject to the terms agreed at the time of service.
Escalation and independent review: If you are not satisfied with the outcome you may ask for the complaint to be escalated internally to a senior manager for further review. In most cases escalation will provide a fresh perspective and, where possible, an alternative solution. If internal escalation does not produce an acceptable outcome, we will explain reasonable options for external review, such as independent mediation or referral to an industry ombudsman where applicable.
Timelines and fairness: We aim to conclude straightforward matters quickly, typically within 10–15 working days, while more complex issues may take longer. Any extensions will be communicated with reasons and an updated target date. We maintain impartiality by documenting findings and, where necessary, seeking independent technical advice on surface cleaning methods, chemical suitability, or material compatibility.
Record keeping and learning: All formal complaints and outcomes are recorded securely so we can identify patterns and improve our jet washing, driveway cleaning and patio maintenance processes. Records help with staff training, updating method statements, and refining risk assessments to reduce repeat issues. We will treat personal information in accordance with data protection principles and retain information only as long as necessary for legitimate business purposes.
Performance improvement is a key reason for maintaining a formal complaints procedure. Staff receive periodic updates about common issues and appropriate corrective actions, fostering a culture where quality and safety are central. We also review cleaning equipment, surface treatment choices and chemical use to ensure best practice for the variety of materials we encounter during pressure washing.
Final notes: We are committed to handling concerns about jet washing and external cleaning services openly and constructively. While not every complaint will result in the same remedy, our process is designed to be transparent, timely and fair. Please follow the steps above to ensure your concern is logged and assessed. We welcome the chance to put things right and to learn from every instance.
