1. Our Commitment
PowerWash Bros Ltd takes all complaints seriously. We are committed to providing a professional, high-quality service and we recognise that, on occasion, things can go wrong. When they do, we want to resolve the issue as quickly and fairly as possible.
We treat every complaint as an opportunity to improve our service. All complaints are handled with respect, confidentiality, and without any detriment to the complainant.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction with our service, staff, or products that requires a formal response. This includes, but is not limited to:
- Quality of workmanship below the agreed standard
- Damage to property during service delivery
- Failure to arrive at the agreed time without reasonable notice
- Unsatisfactory communication or conduct by our team
- Billing or pricing disputes
- Failure to deliver a quoted or agreed service
3. How to Make a Complaint
You can raise a complaint through any of the following channels:
Email: info@powerwashbros.co.uk
Phone: 07418 610731
Post: PowerWash Bros Ltd, Hardingredmans, Bridge House, Court Road, Swanage, BH19 1DX
When making a complaint, please provide:
- Your full name and contact details
- The date and address of the service
- A clear description of the issue
- Any photographs or supporting evidence
- Your preferred resolution
4. Our Complaints Procedure
Stage 1 — Acknowledgement
We will acknowledge your complaint within 2 working days of receipt. We will confirm that we have received it and provide you with the name of the person handling your complaint.
Stage 2 — Investigation
We will investigate your complaint thoroughly and fairly. This may include reviewing photographs, speaking with our team, and revisiting the property if required. We will aim to provide a full written response within 10 working days of acknowledging your complaint.
If the investigation takes longer than 10 working days, we will keep you updated and provide a revised timescale.
Stage 3 — Resolution
Our response will set out:
- The outcome of our investigation
- Any steps we will take to resolve the issue
- Any remedial work, refund, or compensation offered where appropriate
- Lessons learnt and any changes to our processes
5. Remedies and Compensation
Where we uphold a complaint, remedies may include one or more of the following:
- A return visit to rectify any workmanship issues at no additional cost
- A partial or full refund where the service was not delivered as agreed
- Compensation for documented damage caused directly by our team
- A formal written apology
Any damage claims will be assessed in accordance with our public liability insurance policy, which provides cover up to £5 million.
6. If You Are Not Satisfied
If you are not satisfied with our response at Stage 3, you may request a review by a senior member of the business. Please state clearly why you remain dissatisfied and what outcome you are seeking.
We will provide a final written response within 10 working days of receiving your request for review. This final response represents the conclusion of our internal complaints process.
After exhausting our internal process, you may wish to seek independent advice from:
- Citizens Advice: www.citizensadvice.org.uk
- Trading Standards: Via your local council or the Citizens Advice consumer helpline on 0808 223 1133
- Small Claims Court: For disputes involving sums up to £10,000 in England and Wales
7. Confidentiality and Record Keeping
All complaints are handled in strict confidence. Records of complaints and their outcomes are retained for a minimum of 3 years and are used solely for the purpose of improving our services. Personal data within complaint records is processed in accordance with our Privacy Policy.
8. Contact Us
If you have a concern or would like to discuss any aspect of our service before raising a formal complaint, please do not hesitate to get in touch:
PowerWash Bros Ltd
Email: info@powerwashbros.co.uk
Phone: 07418 610731
Address: Hardingredmans, Bridge House, Court Road, Swanage, BH19 1DX
Company No. 16100439