Complaints Procedure

Deep Cleaning Edgware Complaints Procedure

This Complaints Procedure explains how you can raise a concern about any aspect of the cleaning services provided by Deep Cleaning Edgware, how we will respond, and what steps are available if you remain dissatisfied. Our aim is to resolve issues promptly, fairly, and transparently so that you can be confident in the quality and reliability of our work.

Our Commitment to Resolving Complaints

We are committed to providing a professional and consistent deep cleaning service throughout our operating area. When something goes wrong, we want to know about it as soon as possible so we can put it right and prevent similar issues from happening again. We treat all complaints seriously, whether they relate to punctuality, cleaning standards, conduct of staff, communication, or any other aspect of the service.

All complaints will be handled confidentially and in accordance with applicable data protection principles. We will use the information you provide only for the purpose of investigating and resolving your complaint and for improving our services.

What Is a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the services provided by Deep Cleaning Edgware or about the behaviour of our staff or subcontractors. You do not need to formally state that you are making a complaint for this procedure to apply. If you are unhappy, we will treat your concern as a complaint and handle it accordingly.

How to Make a Complaint

You can raise a complaint using any of the following methods:

• In person, by speaking to a team leader or supervisor at the time of the clean where practical.
• In writing, by sending a detailed description of your concern to our office, clearly stating that it relates to a completed or scheduled cleaning service.
• By any other standard communication method ordinarily used between you and our company, such as written correspondence through our booking or account management channels.

To help us investigate your complaint promptly, please provide the following information where possible:

• Your full name and service address.
• The date and approximate time of the service, or booking reference if available.
• A clear description of the issue you experienced.
• Any relevant supporting details, such as the areas affected, photographs, or the names of staff members if known.
• Your preferred outcome, for example a re-clean, explanation, or other resolution.

Time Limits for Raising a Complaint

We encourage customers to raise any concerns at the earliest opportunity, ideally within 48 hours of the cleaning service taking place. For services that involve ongoing or repeat visits, complaints should be raised as soon as a problem is identified. While we will consider complaints made later than this, prompt reporting enables us to investigate more effectively and to offer practical solutions such as re-cleaning affected areas.

How We Handle Your Complaint

Once we receive your complaint, we will follow the steps set out below.

1. Acknowledgement: We aim to acknowledge your complaint within two working days of receipt. This acknowledgement will confirm that we have received your concern and explain the next steps, including approximate time frames for our investigation.

2. Investigation: Your complaint will be reviewed by a manager or supervisor who was not directly responsible for the issue you have raised wherever possible. The investigation may include:

• Reviewing service records and booking details.
• Speaking to the cleaning team or relevant staff.
• Assessing any photographs or evidence provided.
• Arranging an inspection of the property if appropriate and agreed with you.

3. Response: We aim to provide a full written response or outcome within ten working days of acknowledging your complaint. If we need more time to investigate, we will let you know, explain the reasons, and give you a revised timescale.

Possible Outcomes and Remedies

Where your complaint is upheld in full or in part, we will offer an appropriate remedy, which may include one or more of the following:

• A re-clean of some or all of the affected areas, subject to reasonable access being provided.
• A partial or full refund of service charges, where this is considered appropriate.
• A credit toward future services.
• An apology and explanation of what went wrong and the steps we are taking to prevent recurrence.
• Additional staff training or changes to our procedures.

The remedy we offer will depend on the nature of the complaint, the impact on you, and any relevant terms and conditions that apply to your booking.

If You Are Not Satisfied With the Outcome

If you are unhappy with the initial outcome of your complaint, you may request that it be reviewed by a senior member of our management team. When doing so, please explain why you remain dissatisfied and what further resolution you are seeking.

The senior review will consider the original investigation, any additional information you provide, and whether the outcome was reasonable and fair in all the circumstances. We will then provide a final response, normally within ten working days of receiving your request for a review.

Unreasonable or Vexatious Complaints

We are committed to dealing with all customers respectfully and fairly. We also expect our staff to be treated with respect. In rare cases where a complaint is considered unreasonable, persistent, or abusive, we may restrict or terminate further communication on that matter. This will only occur after careful consideration and, where possible, after we have explained our position clearly.

Recording and Using Complaint Information

All complaints are recorded and monitored for quality assurance and service improvement. We regularly review complaints data to identify trends, recurring issues, and opportunities to enhance the reliability and thoroughness of our cleaning services in the areas we cover.

By following this Complaints Procedure, Deep Cleaning Edgware aims to handle every concern with care, consistency, and transparency, helping to maintain high standards and strong relationships with all customers.