Complaints Procedure for Driveway Cleaning Services

Purpose and scope: This complaints procedure explains how we handle concerns related to driveway cleaning services, including driveway pressure washing, power washing and surface cleaning of hard landscaping. It applies to all jobs carried out by our gardening and exterior maintenance teams and covers issues such as inadequate cleaning, damage to surfaces, missed appointments and disputes about charges. The aim is to resolve problems promptly, fairly and with a clear record of actions taken.

We treat every complaint seriously and commit to a transparent process. The procedure ensures that customers who have concerns about driveway cleaning or related maintenance services are listened to and that suitable corrective action is taken. It also helps us improve our standard of work, whether that concerns stubborn stains, oil removal, moss and algae treatment or jet-wash overspray affecting adjacent planting.

How to raise a concern: If you have an issue with a driveway cleaning appointment or the quality of work, describe the problem clearly, including the date of the service, the address where the work took place and the nature of the defect. Provide photographs where possible. We will log the complaint and begin an initial review. Please note that this page outlines the formal procedure rather than offering informal troubleshooting advice.

Upon receipt of a complaint about our driveway cleaning work, we will acknowledge it promptly and record the details in our complaints register. The acknowledgement will confirm the complaint reference number and provide an estimated timescale for a substantive response. We aim to acknowledge complaints within three working days so customers know the matter is being taken seriously.

Investigation process: An investigator will be assigned to gather facts. This may involve reviewing job sheets, speaking with the technician who attended the site, and assessing photographic evidence. Where necessary, a site inspection will be arranged to assess any alleged damage, incomplete work or areas that require re-treatment. Our approach is to consider technical root causes—surface type, solution used, pressure settings—and whether the original specification was followed.

Throughout the investigation we will keep records of findings and proposed remedies. Decisions are evidence-based and aim to be proportionate. Remedies might include offering a free return visit for re-cleaning, arranging remedial repairs for any proven damage caused by our cleaning methods, or offering a partial refund when appropriate.

We seek to resolve most complaints about driveway power washing and exterior surface cleaning within 14 calendar days after acknowledgement. Where complex investigation or third-party involvement is needed, we will provide interim updates and an expected resolution date. The resolution may include one or more of the following:

• Revisit and re-clean affected areas at no extra charge
• Rectify any damage directly caused by our team
• Offer a fair and proportionate financial remedy
• Agree on a technical mitigation plan for persistent stains

All remedial visits will be scheduled at a mutually agreeable time, and any corrective work will aim to minimise disruption to other gardening or landscaping activity on the site. If a complaint concerns safety or environmental contamination, priority arrangements will be made.

Where parties cannot agree on the facts, we may suggest an independent assessment by an appropriate specialist (for example, a materials or surfacing expert). This is intended as a neutral means of establishing the cause and, where necessary, the remedy. Any recommendation from an independent assessment will be treated seriously and acted upon in good faith.

Escalation and review: If a complainant is dissatisfied with the proposed remedy, the complaint may be escalated internally to senior operations staff for review. This escalation will focus on whether the original investigation adhered to our standards and whether the resolution is reasonable. The review will be completed within a further 14 days where possible and will be communicated clearly to the customer.

Confidentiality and record keeping: All complaints are handled with respect for privacy and, where appropriate, confidentiality. Records are retained for a defined period to support continuous improvement and, if necessary, to comply with statutory obligations. Data collected during a complaint is used solely for the purposes of resolving the issue and improving our driveway cleaning services.

Continuous improvement is a key outcome of the complaints process. Trends are reviewed regularly to reduce recurrence and improve training, equipment maintenance and cleaning protocols. We are committed to learning from mistakes and enhancing the quality of our driveway and hard-surface cleaning, pressure washing and maintenance operations.

Finally, the procedure ensures fairness for both customers and operatives. It is designed to be transparent, timely and effective in resolving issues related to driveway surface cleaning without unnecessary escalation. The focus remains on restoring customer confidence and ensuring safe, high-quality external cleaning outcomes.

Note: This document sets out our standard complaints handling framework for driveway cleaning and associated garden exterior services and is not a substitute for specific contractual terms that may apply to individual jobs.