Complaints Procedure for Driveway Power Washing Services

At our gardening company we take concerns about driveway power washing seriously. This complaints procedure explains how we accept, record and resolve complaints concerning any driveway cleaning or driveway pressure washing work carried out by our team. The aim is to provide a clear, fair and timely process so that customers understand what to expect when reporting issues related to surface cleaning, chemical use, or property impact. Please read the steps below carefully; the procedure applies to all driveway jet washing, driveway powerwash and pressure wash driveway services delivered in our service area.

Scope and Principles

This process covers complaints about workmanship, scheduling, damage, staining, or other outcomes following a driveway power washing visit. We follow the principles of accessibility, impartiality and prompt action. Complaints will be handled consistently regardless of the customer location within our gardening service area, with attention to fairness and confidentiality. We encourage customers to raise concerns soon after the work so they can be assessed while details remain clear.

How to Submit a Complaint

When notifying us, please describe the problem clearly, including the date of the service, the nature of the issue (for example, residual oil stains after pressure cleaning, surface etching, or unexpected discoloration), and any relevant photos. While this page does not include contact details, complaints should include sufficient information to enable a proper investigation. We will acknowledge receipt and begin assessment.

Initial Assessment and Acknowledgement

Upon receipt we will log the complaint and undertake an initial assessment. This stage determines whether the issue relates to the driveway pressure washing method, the condition of the driveway prior to work, chemical interactions, or external factors such as oil leaks or plant staining. We will advise whether a site inspection is required and the expected timescale for our response. We aim to acknowledge complaints within five working days and outline next steps.

If a site visit is necessary, a trained technician or supervisor will inspect the area, take notes and, where appropriate, compare photographs taken before and after the service. Evidence gathering may include surface testing and a review of the treatment methods used (pressure settings, detergents, and rinse procedures). Our team will explain findings in plain language and propose possible remedies, which may include additional cleaning, targeted treatment, or an offer of partial or full remediation when we accept responsibility.

Investigation and Resolution Options

Investigations will evaluate whether the outcome resulted from the cleaning technique, pre-existing conditions, customer-requested approaches, or third-party causes. Typical resolution paths include:

• Re-inspection and follow-up cleaning using adjusted pressure or different detergents.
• Spot treatments for persistent stains (e.g., oil or rust) following safety and material compatibility checks.
• Agreed financial remedies when appropriate and proportionate.
• Clear advice where no fault is found, explaining why the expected improvement could not be achieved.

All options prioritise restoring the driveway condition while protecting surrounding landscaping and surfaces.

Timescales and Communication

We strive to resolve straightforward complaints within 14 calendar days. More complex cases that require specialist assessment or third-party input may take longer; we will keep the complainant informed of progress and expected dates. Records of all communications and decisions will be kept for a reasonable period to ensure transparency and continual improvement of our driveway cleaning services.

Escalation and Independent Review

If a customer is not satisfied with the proposed resolution, they may request escalation within the company. An independent senior reviewer will examine the file, review photographic evidence and site notes, and provide a final internal decision. This escalation step does not extend to external dispute resolution but is designed to provide an impartial internal re-evaluation.

Customer Rights and Our Commitments

Customers have the right to a respectful, prompt and clear complaints handling process. Our commitments include acknowledging complaints quickly, investigating thoroughly, communicating openly, and applying proportional remedies where our work is at fault. We also commit to learning from complaints to improve driveway cleaning and pressure washing practices across our gardening services. Records will be used to update training, refine technique and ensure safer use of pressure equipment and cleaning agents.

Recording, Learning and Prevention

Every complaint is recorded and reviewed to identify root causes and prevent recurrence. Common preventive measures include revised pre-inspection checklists (to log surface condition and contamination), clearer customer briefings about realistic outcomes of driveway power washing, and enhanced technician training on pressure settings and chemical selection. These changes help reduce future issues and ensure more reliable results for driveway pressure washing and related services.

Confidentiality and Data Use

Information provided during a complaint is handled securely and used only for assessment, resolution and service improvement. We retain records for internal auditing and training purposes but do not disclose personal complaint details beyond what is necessary to investigate and resolve the matter unless required by law.

Final Note: We value all concerns about driveway power washing, driveway jet washing and related landscaping services. A clear, fair complaints procedure helps us maintain quality and build trust with customers across our gardening service area. We review this procedure periodically to ensure compliance with best practices and to reflect lessons learned from completed complaints.