Complaints Procedure for Deep Cleaning Camberwell

This Complaints Procedure explains how Deep Cleaning Camberwell handles any concerns or complaints about our cleaning services. Our aim is to resolve issues quickly, fairly and transparently, and to use your feedback to continuously improve the standard of our work.

Our Commitment to You

We are committed to providing reliable, professional deep cleaning services in homes and commercial premises. If something goes wrong, we want to know about it. We will:

Listen carefully to your concerns, treat you with courtesy and respect, investigate the matter thoroughly, keep you informed of progress, and offer a clear and fair resolution wherever possible.

Scope of This Procedure

This procedure applies to complaints about any aspect of our cleaning services, including:

The quality or thoroughness of a deep clean, conduct or behaviour of cleaning staff, timing, punctuality or reliability of appointments, health and safety concerns during or after a visit, damage to property or belongings, and communication or administration issues such as scheduling or billing queries that have not been resolved informally.

This procedure does not cover general requests for information, routine booking changes, or minor day to day queries which can usually be resolved quickly with our team.

Informal Resolution

Many issues can be put right immediately if you contact us as soon as you notice a problem. Whenever possible, we encourage you to raise your concern informally in the first instance.

To do this, please contact our office or your usual point of contact and provide:

Your full name, the address where the service was carried out, the date and approximate time of the clean, and a clear description of the issue.

We will aim to resolve informal concerns promptly, usually by clarifying what has happened, arranging for missed or unsatisfactory work to be rectified, or considering other reasonable actions. If you are not satisfied with the outcome, you may submit a formal complaint.

How to Make a Formal Complaint

If you feel that your concern has not been adequately addressed, or the matter is too serious to be dealt with informally, you may make a formal complaint.

When submitting a formal complaint, please provide:

Your name and contact details, the address where the service was provided, dates and times of the relevant service visit, a detailed description of what went wrong, including any impact on you or your property, and any evidence you have, such as photographs or notes of conversations.

Complaints should be made as soon as reasonably possible, preferably within 14 days of the service, so we can investigate while details are still fresh.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will record it in our complaints log and assign it to a manager for review. We will normally acknowledge receipt of your complaint within a reasonable timeframe, explaining that an investigation is underway and indicating when you can expect a response.

Investigation Process

We will carry out a fair and proportionate investigation, which may include:

Reviewing your booking details and service notes, speaking with the cleaning team members involved, examining any photographs or documents you have provided, and if appropriate, arranging to visit the property to assess the situation.

We may contact you during the investigation if we need further information or clarification.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a clear response, setting out:

Our understanding of your complaint, a summary of what we have found, whether we uphold the complaint in full, in part, or not at all, and any steps we will take as a result.

Depending on the circumstances, possible outcomes may include:

Offering to re clean certain areas or the entire property where reasonably appropriate, providing guidance to staff or additional training, making adjustments to internal processes to prevent similar issues, and where justified, considering a partial or full refund or other goodwill gesture.

Every complaint is considered on its individual facts and any resolution offered will be fair and proportionate.

Timeframes

We aim to resolve most complaints within a reasonable period from acknowledgement. Complex cases may take longer, for example where property damage is alleged or where multiple visits are involved. If we need extra time to complete our investigation, we will let you know and keep you updated.

If You Are Not Satisfied With the Outcome

If you remain unhappy after receiving our final response, you can request that a senior member of our management team reviews the decision. When doing so, please explain why you disagree with the outcome and provide any additional information you believe has not been considered.

The review will focus on whether the complaint was handled fairly and whether the decision was reasonable in light of the evidence available.

Recording and Using Complaints

All complaints are recorded in our internal complaints log. We periodically review this information to identify recurring issues, trends or areas where our deep cleaning services can be improved. This may lead to changes in staff training, supervision, quality checks or service processes.

Respectful Communication

We expect all parties to behave respectfully throughout the complaints process. Our staff will always strive to remain calm, courteous and professional, and we ask that you communicate with us in the same way. We may decline to engage with abusive, threatening or discriminatory behaviour but will still seek to address any genuine service issues raised.

Updates to This Procedure

Deep Cleaning Camberwell may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or relevant regulations. The current version will always apply to how we handle your complaint at the time it is made.

If you have any questions about this Complaints Procedure or how it applies to your circumstances, please contact our office so that we can provide further information.