Complaints Procedure for Commercial Building Pressure Washing Services

Purpose: This complaints procedure explains how we receive, record and resolve concerns about commercial building pressure washing and related exterior cleaning services delivered by a gardening company operating across its service area. It applies to all complaints about commercial property pressure washing, including surface cleaning of façades, car parks and common areas; it aims to ensure fair, timely and transparent outcomes for clients and stakeholders.

Scope and definitions: A complaint is any expression of dissatisfaction with our pressure washing for commercial buildings work, including workmanship, scheduling, site protection or environmental impact. Routine maintenance requests, operational queries and safety notifications should be routed through the normal service channels and are outside this formal complaints track unless escalated. The company treats all reports seriously and without prejudice.

Initial receipt and acknowledgement: On receipt of a complaint about commercial exterior power washing, we will log the issue in our complaints register and send an acknowledgement within three working days. A named complaints handler will be allocated and the complainant told what to expect next, including a clear timeline for investigation and likely outcomes. Acknowledge timeframes help manage expectations and preserve evidence such as photographs, site notes and chemical use records.

Investigation and information gathering

Investigations into concerns about building pressure cleaning start promptly. The assigned investigator will collect relevant materials: job sheets, staff statements, before-and-after images, environmental risk assessments and any supplier documentation. Where on-site inspection is necessary, the investigator will arrange a visit at a mutually convenient time. We may also consult trained technicians to assess whether cleaning methods, pressure settings or detergents used met accepted standards.

Assessment criteria: Complaints are evaluated against a set of criteria: the original scope of work, agreed specifications, industry best practice, environmental safeguards and any mitigation measures promised. We consider whether the outcome represents a failure of workmanship, a reasonable material change in conditions, or an unforeseeable factor such as severe weather or pre-existing substrate damage.

Evidence-based remedies: Where a complaint is upheld, possible remedies include rework of the affected area, adjustment to cleaning methods, targeted remediation of stains or residues, or a proportionate financial resolution. Any corrective work will be planned to minimise disruption to the client’s operations and to protect adjacent landscaping and infrastructure.

Response times, escalation and closure

We aim to resolve routine complaints within 15 working days; complex cases may require longer and will be subject to regular updates. If the complainant is not satisfied with the initial outcome, an internal escalation process is available that involves a senior manager review. During escalation, the complaint is re-examined by staff not previously involved to ensure impartiality.

Record-keeping and confidentiality: All complaints are recorded in our secure complaints log with a unique reference number, a summary of findings and the outcome. Records are retained to support continual improvement and training and are handled in accordance with privacy considerations. We do not disclose personal information beyond what is necessary to investigate and resolve the issue, except where required by law.

Resolution options and documentation: Following investigation, we will provide a written outcome that summarises the evidence considered, the decision reached and the remedial action (if any). This document will also include recommendations for preventing recurrence, such as changes to pressure settings, surface testing before work, or additional protective measures for planting and paving. The complainant is asked to confirm whether the remedy is satisfactory.

Continuous improvement: Complaints about commercial pressure washing are used constructively to refine protocols, update training and improve tender documentation. Recurring issues trigger a formal review of procedures and materials so that the gardening company’s commercial property exterior cleaning standards remain high across its service area. Lessons learned are integrated into routine operational briefings and team meetings.

Escalation beyond internal review: If, after internal escalation, the complainant remains dissatisfied, independent mediation or an industry ombudsman may be suggested as an impartial next step. These routes are considered only after internal mechanisms are exhausted and with the agreement of both parties. The aim at every stage is to secure a fair outcome without unnecessary delay.

Final notes: This complaints procedure is intended to be clear, accessible and proportionate to the nature of commercial cleaning projects. Our approach balances the need for robust remediation with respect for operational constraints on commercial premises. It underscores the company’s commitment to safe, effective and environmentally sensitive pressure cleaning for commercial properties.

How we measure effectiveness: Key indicators include time-to-acknowledgement, time-to-resolution, recurrence rates and remedial success on re-inspection. We use these metrics to evaluate whether changes to project planning, staff training or equipment specification are required. Maintaining high standards in commercial building pressure washing remains a priority and this complaints procedure supports accountability and continuous service improvement.