Our service standards

1. Our commitment to service

Deano’s Auto Wash aims to provide a professional mobile valeting service with care, attention to detail, and clear communication. We aim to arrive on time where possible, carry out the agreed service to a good standard, and treat every customer and vehicle respectfully.

2. What customers can expect

When booking with us, customers can expect:

• A polite and professional service
• Reasonable care to be taken with the vehicle during the valet
• Clear communication about pricing, booking times, and service scope
• Notice where possible if delays, weather, or access issues affect the booking
• Honest discussion if a vehicle requires more time or additional work than expected

3. Service limitations

Some vehicles may require additional time, specialist treatment, or extra charges due to condition, excessive contamination, pet hair, staining, odours, mould, or access difficulties. In some cases, full restoration or complete stain removal may not be possible.

Where this happens, we aim to be clear and realistic about what can and cannot be achieved.

4. Customer responsibilities

To help us deliver the best possible service, customers should:

• Provide accurate booking details
• Ensure the vehicle is accessible and safely parked
• Remove valuables and important personal belongings before the service
• Tell us about any known issues, damage, or special concerns in advance
• Raise any concerns as soon as reasonably possible after the service

5. If you are unhappy with the service

If you are unhappy with any part of the service, please contact us as soon as possible and ideally within 24 hours of the appointment. This gives us the best opportunity to review the issue fairly while details are still fresh.

Please include as much information as possible, such as your name, booking date, vehicle registration, and a clear description of the concern.

6. How complaints are handled

When a complaint is received, we aim to:

• Acknowledge the issue as soon as reasonably possible
• Review the details of the booking and the concern raised
• Ask for photographs or further information if needed
• Respond fairly and professionally
• Offer a reasonable solution where appropriate

7. Possible outcomes

Depending on the situation, a reasonable outcome may include:

• Clarifying what service was agreed
• Discussing the condition of the vehicle before the valet
• Offering a return visit where appropriate
• Offering a partial goodwill gesture where justified
• Explaining why the complaint cannot be upheld

Each complaint is considered on its own facts and circumstances.

8. What is not normally covered

Complaints may not be upheld where the issue relates to:

• Pre-existing damage, wear, fading, scratches, or defects
• Damage caused by weak, faulty, or deteriorated trims or components
• Results that were not realistically achievable due to vehicle condition
• Concerns raised long after the service without reasonable explanation
• Issues outside the agreed scope of the booking

9. Respectful communication

We are committed to treating customers respectfully and expect the same in return. Aggressive, abusive, threatening, or unreasonable behaviour may result in communication being ended and, where necessary, future services being refused.

10. Continuous improvement

Customer feedback helps us improve. We take genuine concerns seriously and use feedback to improve service quality, communication, and booking processes where possible.