Complaints Procedure for Jet Washing Services

Purpose: This complaints procedure sets out how we respond to concerns about jet washing, pressure washing and exterior cleaning services carried out by our gardening and grounds maintenance teams. It explains how to raise a concern, what you can expect during an investigation, and the timescales we aim to meet. The policy applies to all types of power washing work including patio cleaning, driveway cleaning and general pressure-cleaning of outdoor surfaces.

Scope and principles: We treat every complaint seriously and aim for a fair, prompt and proportionate response. Our approach is impartial, transparent and records-based; we will seek to resolve issues informally where possible and escalate when necessary. We aim to protect the interests of clients, workers and third parties while ensuring lessons are learned and service quality improves over time.

How to make a complaint: You can raise a concern in writing or verbally through the normal service channels. When lodging a complaint please include:

• Your name and property involved (no contact details need be disclosed here).
• Details of the work including date(s), service type (for example jetwash, power wash, patio clean) and the nature of the issue.
• Desired outcome such as re-performance of work, remedial cleaning, or an explanation of what happened.

Acknowledgement and initial review: On receiving a complaint we will acknowledge it promptly and record the matter in our complaints log. We aim to acknowledge within two working days, confirm the scope of the complaint and advise who will lead the investigation. Early clarification often helps resolve misunderstandings about jet washing techniques, expected results or surface suitability.

Investigation process: Investigations typically include reviewing the booking and job sheet, checking any photographs or evidence supplied, and speaking with the operative(s) involved. Where necessary, a site inspection will be arranged to assess the condition of the surface and any remedial work required. Our investigators balance technical considerations—such as appropriate pressure settings and detergents—with customer expectations.

Outcomes and remedies: After investigation we will advise on any remedial action. Possible outcomes include a clear explanation of the service delivered, an offer to redo the affected work at no extra charge, a partial refund in limited situations, or a formal apology where appropriate. All remedies are considered on their merits and in proportion to the complaint about the cleaning or jet wash service.

Communication and timescales: We aim to provide a substantive update within 10 working days of acknowledgement and a full written response once the investigation is complete. If an on-site inspection or additional expert advice is required this may extend the timeframe; in such cases we will keep you informed with progress updates. Clear communication helps ensure the expectations around pressure washing results and aftercare are understood.

Escalation and review

If you remain dissatisfied after the initial resolution we have an internal escalation process. A senior manager will review the file, consider any new evidence and issue a final decision. This stage is intended to offer an independent perspective within the company and to ensure consistency in how complaints about jetwashing or pressure-cleaning are handled.

Record keeping and confidentiality: All complaints are recorded and retained to support service improvement. Records include the nature of the complaint, investigation notes, findings and any corrective actions. Personal information is handled in accordance with standard data protection principles and treated as confidential unless disclosure is required by law.

Unreasonable or persistent complaints: While we strive to be helpful, we recognise that some complaints may be vexatious or repeated without new information. In such circumstances we will explain why further action is unlikely to be productive and reserve the right to close the matter after communication. We will nevertheless document the concern and any steps taken to respond.

Preventing re-occurrence: Lessons from complaints feed into training for our operatives, updates to method statements and improvements to customer information about aftercare for surfaces following power washing. Regular reviews of complaints about patio cleaning, driveway jetwashing and general exterior cleaning help reduce repeat incidents and improve workmanship standards.

Conclusion: Our goal is to resolve complaints about pressure washing and related gardening services fairly, swiftly and with minimal disruption. We welcome constructive input that helps us enhance service quality, and we are committed to using complaints as a driver for continuous improvement. If you have concerns about the standard of work or the conduct of staff, please raise them and we will follow the procedure above to investigate and respond. We treat every complaint as an opportunity to improve.