Complaints Procedure for Pressure Cleaning and Garden Power Washing Services

Purpose: This document sets out the formal complaints procedure for pressure cleaning services offered by a gardening company, including pressure washing, jet washing and power washing of patios, driveways, decking and garden structures. It explains how concerns are handled, the expected timeframes, and the rights of customers and service recipients. The aim is to provide a fair, transparent and prompt resolution process while protecting both clients and operatives.

Scope and principles

Our complaints policy covers all aspects of surface cleaning services, including high-pressure washing, soft-wash treatments and associated groundwork performed as part of garden maintenance. It applies whether the service is arranged as a standalone pressure clean or as part of ongoing garden care. The core principles are accessibility, impartiality, timeliness and a focus on practical remedies where issues are substantiated.

Initial notification

If a client is dissatisfied with any element of the power wash or pressure-cleaning job, they should raise the matter promptly. A complaint should include a clear description of the issue, the date of the work, the location within the property (for example: patio, path, decking) and any relevant photos or evidence. While contact details are not included in this policy, clients are encouraged to supply sufficient information to enable investigation.

Receipt and acknowledgement — On receipt of a complaint concerning a pressure wash or jet washing job, the company will acknowledge the matter in writing. Acknowledgement will confirm that the complaint has been logged and outline the next steps in the review process. This ensures transparency and sets expectations about how long investigation and response may take.

Investigations are conducted by qualified personnel who understand both garden cleaning techniques and the risks associated with high-pressure equipment. The investigator will review service records, site photographs, operator notes and any pre- or post-service assessments. Where appropriate, a site visit may be arranged to inspect affected areas and to determine whether further remedial work is required.

Possible outcomes include: a determination that the work meets agreed standards, an offer to re-attend and rectify, a partial or full refund where appropriate, or an agreed alternative remedy such as a follow-up treatment. All remedies will be proportionate to the issue and documented in an outcome statement.

Escalation and review

If a complainant is not satisfied with the initial outcome, the complaint may be escalated for an independent internal review. The review is carried out by senior staff not involved in the original decision. The review will consider whether correct procedures were followed, whether the remedy proposed was reasonable and whether any additional action is necessary to prevent recurrence.

During escalation, both parties will be asked to provide any additional evidence or clarification. The review process aims to be proportionate and conclude without undue delay. Where safety issues or potential damage to property are involved, these will be given priority and assessed with care by experienced operatives.

Timescales — Typical timeframes for handling complaints are set out to ensure predictability: initial acknowledgement, a substantive response following investigation, and a final resolution within a reasonable period. Exact timing may vary depending on the complexity of the pressure cleaning matter and the need for on-site assessment or expert input.

Recording, confidentiality and lessons learned

All complaints and their outcomes are recorded to support continuous improvement. Records will capture the nature of the issue, investigation notes, actions taken and any changes to operating procedures. Personal information is handled with confidentiality and in line with data protection requirements; records are retained only for legitimate business purposes.

Prevention and training: Where complaints reveal recurring issues—such as incorrect pressure settings, inappropriate chemical use during soft-wash treatments, or debris left on garden surfaces—the company will implement corrective measures, additional training and revised risk assessments. These steps reduce the likelihood of repeat incidents and improve the quality of future pressure cleaning and garden wash services.

Complaints involving third parties — If a complaint involves subcontractors, suppliers or third-party specialists called in for specific treatments, the company will coordinate the investigation and communicate findings. Responsibility for remedy is determined by contractual arrangements and the facts established during the investigation.

Final provisions

A transparent complaints procedure helps maintain trust between service providers and clients and ensures that pressure washing and garden cleaning work meets professional standards. The company commits to learning from complaints, applying fair remedies and updating practices where necessary.

Right to independent advice: Complainants retain the right to seek independent advice about their concerns from relevant consumer or trade bodies. The company will engage constructively with such bodies where appropriate to achieve a fair outcome for all parties.

Review of this procedure: The complaints procedure itself is reviewed periodically to reflect operational changes, emerging best practice in power washing, and legal or regulatory developments. Updates will ensure the approach remains practical and effective for both residential and commercial garden cleaning clients.