Complaints Procedure for Pressure Cleaning and Associated Outdoor Services

This document sets out a clear, accessible and fair complaints procedure for pressure cleaning and related exterior maintenance services delivered by a gardening and grounds-care provider. Its purpose is to ensure any concern about jet washing, power washing or other high-pressure cleaning work is handled promptly, professionally and with a focus on remedial action and continuous improvement. The policy applies to domestic and commercial customers who receive pressure wash, surface cleaning and soft-wash treatments, including patio, driveway and decking cleaning.

The procedure recognises that problems may range from scheduling and communication to perceived damage or unsatisfactory cleaning results. We use the term pressure washing to include all forms of power-assisted surface cleaning in this procedure. Our commitment is to respond proportionately and transparently and to aim for resolution in a timely manner. Wherever practical, we will offer a choice of remedies such as re-cleaning, targeted repairs, or a negotiated settlement when a service falls short of expectations.

How to raise a concern: if a customer believes a pressure-clean service has been unsatisfactory, they should describe the issue clearly, including location, date of service, and the specific problem. A complaint can be submitted in writing in a clear format or logged during business hours. When describing issues such as missed spots, ineffective cleaning, surface damage, or concerns about runoff into planting areas, please be as detailed as possible so the incident can be investigated accurately and efficiently.

Acknowledgement, Initial Response and Timescales

On receipt of a complaint about exterior jet washing or pressure-clean operations we will acknowledge the issue within a standard initial period. Typically, an acknowledgement will be provided quickly and will outline the next steps, including expected response times for an investigation. We aim to provide an initial update within a few working days and a fuller response within a specified timeframe dependent on the complexity of the matter.

Investigation and evaluation: complaints are assessed by reviewing job records, photographic evidence, operator notes and any site-specific constraints such as weather or access limitations. Where necessary, an on-site inspection will be arranged to verify the condition of surfaces, surrounding planting, and any alleged damage from high-pressure cleaning. The investigation will consider whether the correct cleaning method was used (e.g., power washing versus soft-wash) and whether proper protective measures were in place to safeguard plants, masonry and nearby structures.

The investigation stage will include practical steps to determine root cause and scope. Remedies are considered against our service standards and include re-work, remediation of affected areas, or compensation where appropriate. We will document findings and notify the complainant of proposed outcomes and any time-bound actions to rectify the issue.

• Step 1: Acknowledge receipt and log the complaint.
• Step 2: Gather evidence (photos, job notes, witness statements).
• Step 3: Conduct site inspection if required.
• Step 4: Propose resolution and agree timescale.
• Step 5: Implement remedy and close the complaint once confirmed resolved.

Resolution Options and Escalation

Where re-cleaning is required, our technicians will schedule a return visit with appropriate preparation and protective measures. In cases where surface repair or specialist treatment is needed following a pressure wash or power wash, we will outline options and expected timelines. If the proposed outcome is not acceptable to the complainant, the matter may be escalated internally for a manager-led review. This escalation ensures an independent evaluation of the evidence and, where relevant, a further offer to resolve.

Record keeping and learning: all complaints are recorded to enable trend analysis and service improvement. Records include the nature of the complaint, actions taken, timescales met, and the final outcome. The data helps refine operating procedures for pressure cleaning, informs staff training, and supports safer working practices that protect gardens, soft landscaping and hard surfaces.

Standards, confidentiality and fairness: throughout the process we will treat complainants with respect and maintain confidentiality of personal details. Reviews will be impartial, evidence-based, and aim to be fair to both the customer and the team that delivered the pressure cleaning or jet washing service. We stress the importance of clear records such as pre- and post-service photographs to facilitate quicker, more accurate resolutions.

Continuous improvement: feedback from complaints is used to update risk assessments, refine equipment use (such as nozzle pressure and distance), and refresh guidance on when to use soft-wash vs high-pressure techniques. Training and supervision are adjusted to minimise repeat issues and ensure that our garden and exterior cleaning services meet expected quality benchmarks.

Limitations and exclusions: some outcomes depend on pre-existing surface condition, wear and staining that cannot be fully removed by standard pressure cleaning. We will explain any limitations discovered during investigation and offer alternative approaches where full remediation is not feasible. Where an allegation of damage is unsubstantiated, we will document the reasons and share professional observations retained during inspection.

Final review and closure: once corrective action is completed, we will contact the complainant to confirm satisfaction. If a resolution is agreed, the complaint is closed and the case summary retained for quality monitoring. If further disagreement remains, the complaint will be escalated to a senior review. The overarching aim is to reach a practical and prompt outcome that restores customer confidence and protects the integrity of the landscaping and surface cleaning work.