Complaints Procedure for Jet Wash and Exterior Cleaning Services

This complaints procedure sets out how we handle concerns about our jet wash and related exterior cleaning work in a gardening and grounds maintenance context. It applies to queries about pressure washing of patios, driveways and garden features, as well as any perceived damage or unsatisfactory service arising from our jet-wash operations. Our aim is to resolve matters promptly, fairly and with clear records of each step.

We encourage customers to raise issues as soon as possible after the completion of any pressure cleaning or power washing job so that facts remain fresh and any potential rectification can be scheduled. Complaints may relate to scheduling, workmanship, the condition of planted areas after pressure cleaning, or the behaviour of operatives on site. All reports are treated seriously and evaluated against the agreed scope of work and industry standards.

To start the process, a formal complaint should include a description of the problem, the location of the work, the date when the service was carried out and any relevant photographs. Where appropriate, we will ask you to provide images or notes showing the issue in order to assess whether it is a service shortfall or an expected consequence of high-pressure cleaning, such as temporary surface changes or runoff effects on soil and plants.

Acknowledgement and Initial Assessment

On receipt of a complaint we will acknowledge it in writing and undertake an initial assessment. This assessment includes reviewing the original job specification, any pre-service notes about site conditions, and the operator's job sheet. We may carry out a preliminary site visit, or request additional information to determine whether the matter can be resolved remotely or requires on-site inspection by a supervisor.

During assessment we consider safety, horticultural impact, and whether the correct jet wash technique was used for the surface in question. Some materials and plantings react differently to pressure washing, and our assessment will set out whether the outcome is an unintended fault, a wear-and-tear issue, or a limitation of the chosen cleaning method.

If an on-site inspection is required, we will arrange this at a mutually convenient time. The inspector will document the findings and propose remedial options where appropriate. Our priority is to agree a clear and proportionate remedy, which may include redoing the work, carrying out additional protective measures, or explaining and demonstrating the typical results of a given cleaning technique.

Remedies and Timescales

We aim to resolve minor service issues within seven working days of acknowledgement. For more complex matters — for example where specialist horticultural input is necessary or where additional parts or resources are required — we will provide an estimated timeframe and keep you updated. Remedies may include:

• Re-performance of the affected portion of the job using altered technique or lower pressure;
• Application of protective products or restorative measures to surfaces or surrounding planting;
• Clear explanation and photographic evidence where the result falls within the expected outcomes of pressure cleaning.

All remedial work is carried out with care to minimise disruption and further impact on garden features, and any agreed action will be recorded. If re-performance is required, we will make reasonable efforts to schedule a visit at a time that minimises conflict with ongoing garden works.

Escalation: If you remain dissatisfied after the initial remedy, the complaint can be escalated for senior review. A senior manager or technical lead will reassess the documentation and any site reports, and may propose a further course of action or an independent assessment where appropriate. We maintain impartial records to ensure transparency during escalations.

Appeals and escalations will be acknowledged promptly and we will seek to provide a final response within 15 working days where possible. In cases where additional expert input is required, the timeframe may be extended but you will be informed of the reason for delay and given a revised target date.

Record keeping: All complaints, communications, assessments and outcomes are kept on file for a minimum period consistent with best practice. This helps us identify recurring issues, improve our jetwashing techniques, and ensure that any remedial work is tracked. Records are treated confidentially and only used for the purpose of resolving the complaint and for quality improvement.

Learning and continuous improvement are key parts of our approach. We use complaint data to refine risk assessments for pressure washing projects, update training for operatives in safe and plant-friendly jet wash methods, and improve customer instructions on site preparation and aftercare. Our aim is to reduce reoccurrence by making tangible changes based on evidence from each case.

What to expect in a final response: a clear summary of findings, the remedial steps taken or proposed, a record of any agreed timescales, and an explanation if no further action is deemed necessary. We include references to job records and photos so the rationale is transparent and understandable.

Confidentiality and fairness: Throughout the process we commit to fairness, impartiality and respect. Personal data collected during complaint handling is used only for the purpose of investigation and improvement, and is managed in line with data protection principles.

By following this procedure for jet wash, pressure washing and exterior cleaning complaints, we strive to maintain high standards across gardening and grounds services. Our focus is on practical remedies, clear communication and continual improvement to ensure the safety and appearance of customers' outdoor spaces.

Where outcomes highlight a need for different methods or products, we will explain alternate approaches such as low-pressure soft washing or manual cleaning and how these may better suit delicate surfaces or adjacent planting. This ensures future work is planned with horticultural sensitivity.

Review: This Complaints Procedure is periodically reviewed to reflect changes in best practice, equipment, and materials used in jet wash and related garden cleaning services. The review process helps ensure the procedure remains effective, fair and aligned with operational standards.