Complaints Procedure for High Pressure Washing Services

Purpose: This document explains the formal complaints procedure for high pressure washing and related exterior cleaning services provided by a gardening company operating across its service area. The aim is to ensure every concern about pressure washing, power washing or jet cleaning work is handled fairly, promptly and transparently. Customers can expect clear steps, reasonable timeframes and a commitment to resolution.

Scope and applicability: This procedure applies to all aspects of pressure cleaning contracts, including preparatory work, surface preparation, chemical use, and post-clean inspection. It covers issues arising from high-pressure washing, low-pressure soft washing, and ancillary gardening-related exterior maintenance. It does not cover general enquiries or routine maintenance requests that are not complaints.

Who may complain: Any client, property owner or authorised representative directly affected by our pressure washing services may submit a complaint. A representative may act with written authorisation. Complaints must relate to service delivery, safety concerns, damage or failure to meet agreed standards for jet washing or surface cleaning.

Initial notification: To begin the process, notify the company in writing or via the agreed communication channel within a reasonable time after the issue is identified. Provide a clear description of the problem, the date of the service, the location, and any supporting evidence such as photographs showing the condition after power washing. Please include the job reference if available.

Required details: Complaints should ideally include: the name of the complainant, a contact method, the nature of the issue, the date(s) involved, and the desired outcome. If the complaint related to damage, concrete, paving, decking or planting affected during cleaning, include images and a short chronology of related events.

Acknowledgement: On receipt of a complaint, the company will acknowledge it within a specified timeframe. This acknowledgement will confirm who will manage the complaint and outline the anticipated response times. The acknowledgement stage ensures the complaint has been logged and triaged for priority.

Investigation process: The company will investigate complaints impartially. Investigations may include site visits, review of service records, equipment logs, photographic evidence, and consultation with staff who performed the high-pressure washing. The investigator will assess whether procedures, risk assessments and manufacturer guidelines were followed.

Possible outcomes: Following investigation the company may: (ul)

• Offer to redo the pressure cleaning work if standards were not met;
• Provide remedial measures, including repair or agreed compensation where appropriate;
• Explain that the work met contractual and technical standards and close the complaint with supporting evidence.

Timescales: A substantive response will usually be provided within a specified period from acknowledgement. If further time is needed, the company will inform the complainant and provide an updated timetable. The aim is to resolve most matters swiftly while ensuring thorough review.

Escalation and review: If a complainant is not satisfied with the initial outcome, they may request an internal review by a senior manager not previously involved. The request for review should state why the resolution is considered unsatisfactory and include any new evidence. The review will be completed within a defined timeframe and will provide a final internal position on the matter.

Record keeping and continuous improvement: All complaints and outcomes are recorded to support continuous improvement of our pressure cleaning services. Records help identify recurring issues, training needs, and opportunities to improve operational procedures, equipment maintenance and safety practices.

Confidentiality and fairness: The company treats complaint details confidentially and ensures fairness to both customers and staff. Personal data used in the investigation will be handled in accordance with applicable data protection obligations. The process is designed to be impartial, respectful and constructive.

Prevention and customer care: Beyond resolving individual complaints, the organisation commits to preventing recurrence by revising techniques, reviewing risk assessments for jet washing near delicate garden features and sharing lessons with operational teams. The goal is to maintain high standards across all gardening and exterior cleaning activities.

Monitoring and reporting: Senior management will periodically review complaint trends and the effectiveness of resolutions. This oversight supports consistent service quality for all forms of surface cleaning including power washing and low-pressure applications used for delicate surfaces.

Final remarks: The complaints procedure aims to be accessible, clear and focused on practical outcomes. We encourage clients to report concerns so issues can be addressed promptly and lessons learned integrated into future high-pressure washing and gardening services across the service area.