Complaints Procedure for Driveway Pressure Washing Services

Purpose and scope. This document sets out the complaints procedure for customers who have engaged our driveway pressure washing and associated driveway cleaning services. It applies to any work involving pressure washing driveways, driveway power washing, driveway pressure clean operations, and related landscaping or surface treatment activities carried out by the gardening company. The aim is to ensure concerns are handled promptly, fairly and consistently, whether the issue relates to staining, surface damage, scheduling, or the performance of the pressure cleaning equipment.

Principles we follow. We commit to a clear, impartial process that is accessible and proportionate. When you raise a complaint about a driveway pressure wash, we will treat the matter seriously and investigate without unnecessary delay. Our approach is rooted in transparency: we will record the complaint, keep you informed of progress, and aim to reach a fair resolution. All complaints will be considered irrespective of the payment method, the scale of the job, or whether the service was part of broader gardening or hard landscaping work.

How to raise a concern

To make a complaint about pressure washing driveways or any driveway cleaning activity, please explain clearly what went wrong, including the date of the service, a description of the problem, and any supporting photos or documents. Where possible, identify the specific issue — for example, surface etching, missed areas, staining that was not removed, or concern over chemical usage. Providing clear details helps speed up our response and supports a more accurate investigation of the driveway power washing or driveway pressure wash carried out.

Acknowledgement and initial response

On receipt of your complaint we will log the matter and send an acknowledgement. This initial response will outline who is handling the complaint and the expected timeframe for an update. In general, we aim to acknowledge concerns within 3 working days and provide a substantive reply within 10 working days for routine driveway pressure cleaning issues. Complex cases involving technical assessment or third-party input may take longer; if so, we will explain the reason for the delay and provide a revised timetable.

Investigation process. Our investigation of a driveway pressure washing complaint includes reviewing the job records, speaking with the operative(s) who attended, and assessing any photographic evidence supplied by you. If appropriate, we may arrange a site visit to inspect the driveway condition in person. The goal is to determine what happened, whether the service fell below expected standards, and what remedial steps are appropriate. Where a defect is attributable to materials, prior condition, or external factors (such as oil or chemical stains that are ingrained), we will explain these factors clearly as part of our findings.

Possible outcomes and remedies. If we find the complaint justified, remedies for issues related to pressure washing driveways may include reworking the affected area at no additional charge, partial credit, or an agreed refund depending on the circumstances. In cases of accidental damage caused by negligence, we will offer to arrange or finance appropriate repairs or reinstatement where practicable. Where no breach of our standards is found, we will explain the reasons and provide evidence from our inspection or records. The priority is to reach a remedy that is fair, proportionate and restores confidence in our driveway cleaning services.

Escalation and independent review

If you remain dissatisfied after the initial outcome, you may request an internal escalation to a senior manager within the gardening company. The escalation will prompt a fresh review of the decision and the evidence. We will seek to respond to escalated complaints within a further 10 working days. Where necessary, we may suggest an independent technical assessment by an accredited third party to provide objective analysis of any alleged damage or failure of the driveway pressure wash, and we will consider the assessor’s findings when determining a final resolution.

Recording and learning from complaints. We record all complaints to identify recurring issues and to improve our workmanship and customer service. Records include the nature of the complaint, investigation steps, findings, outcome, and any corrective actions taken. This helps us refine our pressure washing driveways methods, operator training, and the choice of detergents or settings used for different driveway surfaces, from block paving to concrete and natural stone.

Timescales and closure. Once a remedy has been agreed, we will implement it within a mutually agreed timeframe and confirm completion in writing. Complaints will be considered closed once remedies are delivered and acknowledged, unless new information comes to light. We may keep a record for a period to ensure that any follow-up concerns are handled consistently. If you later discover a related issue that was not apparent at the time of service, please raise it promptly so we can assess whether it relates to the original work.

Confidentiality and fairness. All complaints are handled sensitively and confidentially. We will not disclose personal information except as necessary to investigate or resolve the complaint, such as to our operatives or an independent assessor. Our aim is a fair outcome for all parties — customers, staff and subcontractors — while maintaining the standards and safety of our driveway pressure washing operations.

Continuous improvement. Complaints are a key source of learning. We review trends and implement training, process changes, or equipment updates where justified. This ensures our driveway pressure washing, power washing, and driveway cleaning services remain effective, safe and aligned with customer expectations.

Final note. We welcome clear, specific information when a concern arises. A well-documented complaint helps us resolve matters efficiently and improves future service delivery across our gardening and external cleaning offerings. Thank you for taking the time to raise an issue if the need arises; we are committed to resolving it promptly and fairly.