Complaints Procedure for Deep Cleaning Services
This complaints procedure explains how we handle concerns and complaints about our deep cleaning services. Our aim is to resolve any issues quickly, fairly, and consistently, and to use feedback to improve our services across our operating area.
Our Commitment to Customers
We are committed to providing reliable and professional deep cleaning. If something goes wrong, we want to know about it. We will take every complaint seriously, treat you with respect, and work to restore your confidence in our services.
We will always aim to:
Listen carefully to your concerns, respond promptly and clearly, investigate impartially, protect your personal information, and reach a fair resolution wherever possible.
What This Procedure Covers
This procedure applies to complaints about our deep cleaning services, including:
The quality or completeness of cleaning work, conduct or behaviour of our cleaning teams, punctuality, attendance, or missed appointments, adherence to agreed specifications or checklists, health and safety concerns related to our work, and any damage allegedly caused by our services.
This procedure does not cover general enquiries, requests for quotes, or routine rescheduling of appointments, which are managed through our standard customer service processes.
How to Raise a Complaint
You can raise a complaint verbally or in writing. Please provide as much detail as possible, including the date of the service, the address where the deep clean took place, a clear description of the issue, photos if relevant or available, and any steps already taken to resolve the matter informally.
Raising your concerns as soon as possible, ideally within a short time after the service, helps us investigate thoroughly and put things right more effectively.
Initial Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases this will be within a few working days. Our acknowledgement will confirm that we have received your complaint, outline the next steps, and, where possible, provide an estimated timescale for our full response.
Investigation Process
We will investigate your complaint in a fair and objective manner. This may include reviewing appointment records and cleaning checklists, speaking with the cleaning team members involved, assessing photographs or other evidence you provide, and, where appropriate, arranging a follow-up visit to inspect the areas of concern.
We may contact you for additional information or clarification while the investigation is ongoing. This helps ensure we fully understand the situation and your expectations for resolution.
Response Timescales
We aim to provide a full response to most complaints within a reasonable period, taking into account the complexity of the issue. Simple matters may be resolved within a few working days, while more detailed investigations can take longer. If we need more time, we will explain why and give you an updated timescale.
Outcome and Resolution Options
Once our investigation is complete, we will provide you with a clear written or verbal response. This will explain what we have found, whether your complaint has been upheld in full, in part, or not upheld, and the reasons for our decision.
Where we identify that our service has fallen below the standards we set, we will propose one or more of the following, as appropriate to the circumstances:
A return visit to re-clean the affected areas, adjustments to future service plans or methods, guidance or training for staff, or another form of goodwill gesture where considered appropriate and proportionate.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint, you can ask for it to be reviewed. Your complaint will then be reassessed, normally by a more senior member of our team who was not involved in the original decision, wherever possible.
During this review, we will consider whether the initial investigation was thorough, whether the decision was reasonable and consistent, and whether any new information has become available. We will then provide you with a final response and explain our reasons clearly.
Continuous Improvement
All complaints, whether minor or complex, are important to us. We record and monitor complaint data to identify recurring issues and opportunities for improvement in our deep cleaning processes, staff training, equipment selection, and quality control checks across our service area.
By learning from complaints, we aim to reduce the likelihood of similar issues arising in the future and to enhance the reliability and consistency of our deep cleaning services.
Confidentiality and Data Protection
We will handle your complaint and any associated information in confidence, sharing details only with those who need them to investigate and resolve the issue. We will store and process your information in line with applicable data protection principles and retain it only for as long as is necessary for complaint handling and legal or regulatory requirements.
Accessibility and Fair Treatment
We want our complaints procedure to be accessible to all customers. If you need help to raise a complaint or require information in an alternative format, please let us know so we can make reasonable adjustments.
No customer will be treated unfairly or refused service in the future because they have made a complaint in good faith. We view feedback as a positive and essential part of maintaining high standards in our deep cleaning services.