Complaints Procedure for Patio Cleaners and Patio Cleaning Services

Purpose: This procedure explains how our patio cleaners handle complaints about patio cleaning, patio maintenance and associated gardening company services. It sets out the steps we take to receive, investigate and resolve concerns while ensuring fairness, transparency and continuous improvement. The policy applies to all patio cleaning activities carried out on private and communal outdoor hard landscaping surfaces.

We encourage customers and on-site representatives to raise issues promptly so they can be addressed effectively. Our aim is to respond within sensible timeframes, keep complainants informed, and provide practical remedies where appropriate. This document describes the typical workflow and the roles and responsibilities of the patio cleaner, site supervisor and company management. It also outlines the types of outcomes you can expect from a formal complaint review.

How to Submit a Complaint and What to Include

When submitting a complaint about a patio clean, please include clear details: the location on the property (e.g., patio area), the date and time of service, a concise description of the issue, and any supporting photographs or documentation. Expected response times are explained below. Complaints may relate to surface staining, damage concerns, incomplete cleaning, or dissatisfaction with contractor conduct.

• Brief account of the concern
• Date of service and crew details, if known
• Photographs or other evidence

Once a complaint is received, an acknowledgement will be issued promptly. A member of the patio cleaning team or the gardening company service area coordinator will record the complaint and issue a reference number. This helps track progress and ensures transparency. We aim to acknowledge receipt within three working days and outline the next steps, including an indicative timeframe for investigation.

Investigation process: The investigation will be proportionate to the nature of the complaint. For simple issues, a remote review of photographs and records may be sufficient. For more complex or safety-related concerns, we will arrange an on-site inspection by an experienced patio cleaner or service manager. Collected evidence may include before-and-after photos, crew notes, and cleaning method records such as chemicals or pressure settings used.

During the investigation we will consider whether the matter can be remedied on-site, through a re-clean, partial refund, or another agreed action. If damage has occurred and it is determined to be the result of our work, we will propose a reasonable remedial solution. If liability is not established, we will explain the reasons and provide guidance on other possible routes to resolution. All outcomes are recorded in our internal complaints register for quality monitoring.

Decision, Remedies and Appeals

Decisions are communicated clearly and include a summary of findings, the proposed remedy, and any practical next steps. Typical remedies for patio cleaning issues include a complimentary re-clean, targeted spot treatment, or, where appropriate, a partial refund. For disputes about workmanship or damage, we may engage an independent assessor if the parties agree. If you are not satisfied with the initial outcome, an internal appeal will be considered by a senior manager not previously involved in the case.

Escalation: If the complaint remains unresolved after internal appeal, we will explain other avenues for independent review where applicable. We do not provide legal advice, but we will set out the factual record of the complaint and our investigation findings so that third parties can assess the matter. Our approach aims to be pragmatic and focused on restoring the patio surface and customer confidence in our patio cleaning service.

Record-keeping and continuous improvement: All complaints, investigations and outcomes are logged and retained in accordance with our data retention policy. Information is analysed to identify recurring issues, training needs or equipment improvements within the gardening company service area. Lessons learned help refine cleaning techniques, chemical selection and site risk assessments so that future patio cleaning visits are safer, more effective and better aligned with customer expectations.

Confidentiality is respected throughout the complaints process. Personal information provided as part of a complaint is handled in accordance with applicable privacy standards and our internal privacy practices. We ensure that the details are shared only with those who need them to resolve the matter and to improve service delivery.

Timeframes: While many matters are resolved within a few days, complex investigations may take longer. We will keep the complainant informed if an extended timeline is required and provide interim updates. If an on-site inspection is needed, scheduling may depend on weather, access and crew availability, but we strive to minimise delays.

Final notes: Our complaints procedure for patio cleaners is intended to be fair, accessible and clear. By documenting concerns and responding promptly, we reinforce trust in our patio cleaning teams and the broader gardening company service area. We welcome constructive input that helps improve the safety, quality and environmental stewardship of our patio cleaning operations.