Complaints Procedure for Pressure Washer Services

Our gardening service team is committed to providing safe, reliable pressure washer and power washing work for garden areas, paved patios and exterior surfaces. This complaints procedure explains how customers can raise concerns about any pressure washing or power washer service, how we will investigate, and the timescales you can expect. It applies to domestic and small commercial clients within our service area and is designed to be fair, prompt and transparent while protecting safety and equipment standards.

We aim to acknowledge all complaints promptly and to act without unnecessary delay. When you raise an issue about a jet wash or pressure cleaning job, we record key details including the service date, description of the problem, and any safety concerns. Our first response typically explains the next steps and an expected timescale for investigation. Please note this procedure focuses on resolving faults, damage, or service shortfalls and is not a warranty claim document, though remedies may include repair or re-performance where appropriate.

To lodge a complaint, use the same customer channels you received at the time of booking. When a claim is received our service team opens a case and allocates a handler. The case handler will request relevant information such as photos, a brief description of the issue, and any details of the surface, plant or machinery involved. We may ask you to preserve the scene and avoid further work until a technician can inspect, especially where there is a risk to plants, structures or surfaces affected by the pressure washer.

Investigation Process

Once acknowledged, the complaint moves to a formal investigation. The investigating technician will review records of the original service, the pressure washer model and settings used, and any maintenance logs. Where necessary a site visit will be arranged to inspect the affected area and assess whether the outcome relates to equipment settings, operator technique, pre-existing conditions or unforeseen issues. We aim to complete the initial investigation within 10 working days of acknowledgment wherever possible.

Investigations include interviews with the technician who performed the work, photographic evidence, and a safety check of equipment used. We consider factors specific to garden pressure cleaning such as surface porosity, plant proximity, sealants, and old staining that can be revealed by high-pressure washing. Findings are documented and you will be advised of the preliminary conclusion and proposed remedy options.

Escalation & Review

If you are not satisfied with the initial outcome, the complaint can be escalated for independent internal review by a senior service manager. Escalation triggers a secondary assessment of the case file and may involve a third-party technical opinion for complex machinery or damage disputes. Escalated cases are reviewed within a further 10 working days and we will communicate any changes to the proposed resolution.

Our aim is to offer proportionate remedies depending on the findings. Potential outcomes include re-attendance to complete corrective pressure cleaning work, adjustment of pressure or nozzle settings, repair or replacement of equipment where a fault is found, or a partial refund in clear breach of service standards. We try to resolve issues with the minimum disruption to gardens and outdoor spaces and will consider practical reinstatement where appropriate.

We maintain clear records for every complaint. Files include the complaint report, investigation notes, photographs, correspondence and the final decision. Confidentiality is respected: case files are retained for internal quality control and training purposes but are accessed only by staff directly involved in the review, in line with our data handling policies. We keep a log of lessons learned to prevent recurrence, including equipment maintenance changes, operator training or procedural updates for pressure washer use in sensitive garden settings.

To make our process transparent, we publish general timescales and the categories of remedies we may offer, but do not provide individual contact details in this policy. Expected conduct is mutual: we ask complainants to be clear, provide evidence where possible, and allow the agreed process to run so an effective resolution can be reached. We will not tolerate abusive behaviour towards staff and may close a case where safe communication cannot be maintained.

Summary of Steps

• Step 1: Acknowledge complaint and open case file.
• Step 2: Gather evidence, photos and initial technician notes.
• Step 3: Conduct site inspection and technical assessment.
• Step 4: Propose remedy (rework, repair, refund or other action).
• Step 5: Offer escalation and independent internal review if unresolved.

We monitor complaints to improve our pressure washer and power wash services across all gardening work we undertake. Regular review cycles highlight trends such as recurring surface sensitivity, nozzle selection errors, or maintenance gaps. These reviews inform operator training, revisions to pre-service checks, and updated guidance on safe pressure cleaning practices for patios, decking, fences and plant-sensitive zones.

Every complaint is an opportunity to refine our service. If you have experienced an issue with a pressure washer visit, please use the communication channel provided at the time of service to submit the complaint alongside any supporting images. We will act promptly, keep you informed and make reasonable proposals to resolve the matter while maintaining safety and care for garden environments.