Complaints Procedure for Driveway and Patio Cleaning

Welcome to our formal complaints procedure for driveway and patio cleaning services. This policy sets out how complaints relating to driveway cleaning, patio cleaning and combined driveway & patio work are handled across our service area. It is designed to be fair, clear and timely for customers of our gardening and exterior cleaning services. We aim to resolve issues quickly, while learning from each case to improve our pressure washing, sealing and maintenance work without naming local authorities or providing legal advice.

Scope and who can complain

We accept complaints from any customer who has booked or received patio and driveway cleaning, including one-off cleans and scheduled maintenance visits within our general service area. This policy covers concerns such as workmanship, missed appointments, unexpected damage, unsatisfactory results after driveway/patio cleaning, and issues with our representatives. It does not provide a replacement for emergency services or guidance on third-party disputes; instead it focuses on fair internal resolution for garden paving, block paving, concrete, and natural stone cleaning jobs.

How to raise a concern

If you are unhappy with the outcome of a cleaning service, please submit your complaint in writing or verbally at the earliest opportunity. When making a complaint, provide as much relevant information as possible:

• Date of the service and description of the treated area (driveway, patio, path)
• Details of the problem (staining, incomplete work, damage, scheduling)
• Any supporting evidence, such as photos taken before, during or after the driveway/patio cleaning

Providing clear information helps our team to begin an effective investigation quickly.

Acknowledgement and initial response We will acknowledge receipt of every complaint promptly. A member of our customer care or operations team will record the complaint and provide an expected timescale for the initial review. Typically you will receive an acknowledgement within a few working days, and a more detailed response or proposed action plan within a specified handling period depending on the complexity of the driveway cleaning or patio maintenance issue.

Investigation process Once the complaint is logged, an investigator or a senior technician will review available records, job notes and any photographs provided. This may include:

• Examining the original job specification and any agreed treatment or sealant used;
• Reviewing staff reports and timesheets;
• Visiting the site where appropriate to assess the treated surface and gather further information.

We aim to be thorough yet efficient, minimizing disruption to your property while ensuring a fair appraisal of the work performed.

Possible outcomes and remedies Following investigation, we will offer a clear outcome. Remedies for satisfactory claims may include a re-clean, surface touch-up, adjustment to the invoice, or, where appropriate, a goodwill gesture. In cases where no fault is found, we will explain the technical reasons and provide recommendations for further maintenance. All remedies are proportionate to the concern raised and to the original scope of the patio and driveway cleaning service.

Timescales and monitoring Our goal is to resolve routine complaints promptly. For most cases related to driveway/patio cleaning we aim to resolve within a few working weeks; more complex issues that require third-party expert assessments or significant site work may take longer, and we will keep you updated. We maintain internal records of complaints to monitor trends and ensure continuous improvement of our cleaning techniques for block paving, resin bound surfaces and natural stone patios.

Escalation and independent review If a customer is dissatisfied with the outcome, they may request escalation within our company. An independent senior manager not involved in the original decision will re-examine the case. While we do not offer legal advice within this policy, we will explain the basis for our findings and the steps taken. In rare instances where agreement cannot be reached, customers are free to seek an independent third-party opinion about the workmanship or materials used, and we will cooperate with reasonable enquiries.

Recording, confidentiality and data We record complaints securely to track service quality across our gardening and cleaning operations. Personal information gathered during a complaint is handled in accordance with our privacy approach and is used only to investigate and resolve the issue. Records are retained for a defined period to help us review performance, ensure accountability and improve future driveway/patio cleaning visits.

Learning and continuous improvement Each complaint is reviewed to identify opportunities for training, process change or equipment upgrades. We use complaint data to refine scheduling, staff briefings, cleaning chemicals and sealing practices to reduce recurrence. Our aim is to enhance customer satisfaction for all aspects of patio and driveway cleaning services across the service area.

Final summary: We treat complaints seriously and seek fair outcomes for both customers and staff. Whether you contact us about driveway cleaning, patio restoration, or a combined driveway & patio deep clean, this procedure ensures structured handling from acknowledgement through investigation to resolution. Our commitment is to respond professionally, learn from each case and improve the quality of our exterior cleaning and garden hardscape services.

Review of this policy This complaints procedure is reviewed periodically to reflect operational improvements and customer expectations. It is part of our overall commitment to responsible, high-quality driveway and patio maintenance across the areas we serve.