Complaints Procedure for Deep Cleaning Brixton

This Complaints Procedure explains how you can raise concerns about any aspect of our deep cleaning services and how we will respond. We are committed to providing high quality cleaning and to resolving problems fairly, promptly and transparently.

This procedure applies to all residential and commercial clients who have used our deep cleaning services or who have a confirmed booking with us.

Our Commitment to You

We aim to deliver reliable and thorough deep cleaning on every visit. If something goes wrong, we want to know about it so we can put matters right and improve our service. When you make a complaint, we will:

Listen carefully to your concerns and treat you with respect.

Acknowledge your complaint within a reasonable time.

Investigate the issues fully and objectively.

Keep you informed of progress and outcomes.

Offer appropriate remedies where we are at fault.

Use your feedback to improve our systems, staff training and cleaning standards.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our deep cleaning services, team members, booking processes, communication or conduct, whether it is justified or not. For example, you may complain about:

The quality or thoroughness of the clean.

Missed or incomplete cleaning tasks.

Damage to property or belongings during a clean.

Late arrival, missed appointments or poor timekeeping.

Unprofessional behaviour or attitude from staff.

Issues with invoices, pricing or charges.

Problems with communication or customer service.

Raising an Informal Complaint

Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of your clean, please tell us as soon as possible, ideally on the same day or within 24 hours of the service. This gives us the best opportunity to put things right.

When you contact us with an informal complaint, please provide:

Your full name and the property address where the clean took place.

The date and approximate time of the service.

A clear description of what went wrong.

Any relevant details such as areas missed, items affected or conversations with our staff.

We will do our best to resolve the matter at this informal stage, which may include arranging a re-clean of specific areas, discussing improvements with the cleaning team or clarifying any misunderstandings.

Making a Formal Complaint

If you are not satisfied with the outcome of the informal stage, or if the issue is serious, you may make a formal complaint. You should do this as soon as reasonably possible after the event you are complaining about.

When making a formal complaint, please include:

Your full name and property address.

The date of the deep clean and any booking reference you may have.

A detailed description of your complaint and how it has affected you.

Any evidence you wish to share, such as photographs or written notes.

Any steps that have already been taken to resolve the issue informally.

How We Handle Formal Complaints

Once we receive your formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint within a reasonable timeframe and confirm that it is being investigated.

Investigation: A manager or senior member of staff will review your complaint, including any evidence you provide and any internal records such as schedules, reports and staff statements.

Communication: We may contact you to clarify details, request further information or arrange a visit to inspect the property if appropriate.

Outcome: We will provide a written response explaining our findings, whether your complaint is upheld in full, in part or not upheld, and any actions we will take as a result.

We aim to complete our investigation and respond within a reasonable period, depending on the complexity of the issues raised.

Possible Outcomes and Remedies

Where we find that we are at fault, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include one or more of the following:

Re-cleaning specific areas or the entire property where standards were not met.

Agreeing an action plan to prevent a repeat of the issue.

Providing staff training or supervision improvements.

Issuing a partial or full refund where appropriate.

Reviewing and improving our internal procedures or checklists.

Where we do not uphold your complaint, we will explain our reasons clearly and provide any supporting information we are able to share.

Time Limits for Complaints

To help us investigate effectively, we ask that complaints are raised as soon as possible after the deep clean has taken place. Complaints made long after the event may be more difficult to assess accurately, especially where circumstances or conditions at the property have changed.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared internally with staff who need it to investigate and resolve the issue. We will store and process any personal information you provide in line with applicable data protection requirements.

Respectful Behaviour

We expect our staff to treat all customers politely and professionally at all times. In the same way, we ask that customers raising complaints do so respectfully, without abusive or discriminatory language or behaviour. Where communication becomes abusive or threatening, we may restrict or end contact while still fulfilling any legal obligations we have.

Using Feedback to Improve Our Service

We review complaints and feedback regularly to identify patterns, training needs and opportunities to improve our deep cleaning services. This may include adjusting our cleaning checklists, updating equipment or products, refining our booking processes or enhancing staff training and supervision.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable regulations. The most current version will apply to any new complaints raised about our deep cleaning services.

If you have any questions about this procedure or how it applies to your situation, you can contact us and we will be happy to explain it in more detail.