Complaints Procedure for Jet Washing Services

Purpose and Scope
This complaints procedure explains how we handle concerns about jet washing services and related exterior cleaning work carried out by our gardening and grounds maintenance teams. It applies to all pressure washing, power washing and soft wash activities undertaken on customer sites, including driveway cleaning, patio jet cleaning and façade restoration. The aim is to resolve issues fairly, promptly and with transparency while minimising disruption to gardening operations.

We treat every complaint seriously. If you believe an element of the jet wash or pressure wash service did not meet the agreed standard, this procedure sets out how to notify us, what to expect during the review, and the timelines for escalation. Our goal is to restore confidence in the work performed and, where appropriate, provide remediation such as re-cleaning or compensation where service shortfalls are confirmed.

How to Raise a Concern

To raise a concern about a jet washing project please provide a clear description of the issue along with relevant details such as the date of service, location on the property (for example, patio, decking or driveway), and any supporting photographs. Where possible, indicate the specific aspect of the job you consider unsatisfactory—cleanliness, damage, missed areas, or equipment-related issues.

Initial Acknowledgement

We will acknowledge receipt of your complaint within three working days. The acknowledgement will outline the process, name the person handling your case and, if needed, request further information. This stage is about establishing the facts and ensuring we have enough detail to investigate thoroughly. For matters involving possible property damage, preservation of evidence such as photographs and avoiding further alterations to the affected area can be important.

During the investigation we may review the job record for the pressure cleaning visit, including the method used (low-pressure soft wash versus high-pressure jetting), the cleaning solutions applied, and the operator notes. Where appropriate, we will speak to the technician who carried out the work to understand the steps taken and any complicating factors such as weather or site access limitations.

Investigation and Resolution Options

After gathering information we will propose a resolution. Possible outcomes include:

• Re-performance of the work at no additional charge (for missed or unsatisfactory cleaning of surfaces like driveways or patios),
• A partial refund for clearly defined shortfalls,
• Agreed corrective action if remedial steps are required to avoid further damage,
• Or a written explanation if the service is found to have met contractual and industry standards.

We endeavour to complete straightforward investigations within 14 calendar days. Complex cases—such as those requiring specialist inspection or external expert input—may take longer; in such instances we will keep you informed of progress and expected timeframes for a final decision. Our objective is to reach a fair outcome without unnecessary delay.

Escalation
If you are dissatisfied with the proposed resolution, you may request escalation. We will arrange for a senior manager or an independent reviewer within our company to reassess the complaint. The escalation review will consider all correspondence, site photographs and any additional evidence supplied. We will provide a final internal decision and the reasoning behind it.

Record Keeping and Confidentiality
We keep records of complaints in line with our data handling policies. Your personal information and details of the complaint are handled securely and only shared with those directly involved in resolving the matter. Records help us identify recurring problems in our external cleaning operations and drive improvements in training, equipment maintenance and operational procedures.

Practical Considerations for Site-Based Issues

Some concerns arise from site conditions rather than service quality—for example, pre-existing surface fragility, previous repairs, or deposits that cannot be removed by standard pressure washing methods. In such cases we will explain the limitation, suggest alternative treatments such as specialist chemical cleaning or delicate soft wash approaches, and, where possible, provide a quote for remedial work outside the scope of the original contract.

Complaints Involving Perceived Damage

If you allege damage caused by our jet wash services, please notify us promptly and preserve the affected area. We will arrange an inspection and, if necessary, involve qualified professionals to assess responsibility and suitable repair options. Our aim is to agree a remedial solution that is fair and speedy without attributing fault prematurely.

Continuous Improvement
All complaints are reviewed as part of our service improvement programme. Lessons learned inform training for operatives, updates to method statements, and maintenance schedules for jetting and pressure equipment. By taking complaints seriously we improve reliability across our garden and exterior cleaning services, ensuring better outcomes for customers and reduced recurrence of similar issues.

Final Note

We are committed to transparent and proportionate handling of complaints relating to pressure washing, jetting and related outdoor cleaning tasks. While we aim to resolve disputes amicably, this procedure provides a clear pathway for concerns to be heard and addressed thoroughly. Please keep communications factual and provide images or descriptions where possible to assist prompt resolution.

Scope Reminder
This complaints procedure applies to operational delivery and customer service matters connected with our exterior cleaning services. It does not constitute legal advice and does not limit any statutory rights you may have. We strive to treat all complaints with fairness, confidentiality and an emphasis on correcting problems where the service has fallen short.

Thank you for taking the time to read our complaints procedure for jet washing and pressure cleaning activities. We aim to resolve concerns professionally and learn from every case to enhance the quality of our garden and exterior cleaning services.