Complaints Procedure

Complaints Procedure for Deep Cleaning Acton Clients

This Complaints Procedure explains how Deep Cleaning Acton manages and resolves concerns raised by customers about our cleaning services. We are committed to providing a reliable, professional deep cleaning service and to addressing any dissatisfaction in a fair, transparent and timely way.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to improve our services. Every concern is handled respectfully and without prejudice. We aim to resolve most issues as quickly as possible and to keep you informed throughout the process.

This procedure applies to all customers who use our deep cleaning services, including residential and commercial clients. It covers complaints about the standard of cleaning, conduct of staff, service delivery, and any other aspect of our service.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is made verbally or in writing, and whether it is formal or informal. You may wish to complain if you believe that:

The cleaning work was not carried out to the agreed or reasonably expected standard.
The service did not match what was described at the time of booking.
Our staff behaved in a way that you consider unprofessional.
There were issues with timings, access, or the way we communicated with you.
We did not follow our own policies or reasonable industry practice.

How to Make a Complaint

You can raise a complaint as soon as you notice an issue with your deep cleaning service. Prompt notification helps us investigate and put things right more effectively. You may complain verbally or in writing, and you should include as much detail as possible, such as:

Your full name and the address where the service was provided.
The date and time of the cleaning appointment.
A clear description of what went wrong and what outcome you would like to see.
Any supporting information that may help us investigate, such as photographs of missed areas or damage discovered after the clean.

If your complaint is made immediately after the service, our team may be able to inspect the work or address the concern on the same day where reasonable and practical.

Informal Resolution

In the first instance, we will always try to resolve your complaint informally and quickly. Where possible, a member of our team will:

Listen carefully to your concerns.
Clarify any points that are unclear and ask questions where necessary.
Explain what can be done to resolve the problem.
Offer a practical solution, which may include a re-clean of specific areas, corrective work, or another reasonable remedy.

Many issues can be resolved at this stage without the need for a formal written complaint, particularly where the concern relates to minor omissions or misunderstandings.

Formal Complaint Stage

If you are not satisfied with the informal outcome, or if your concern is more serious, you may escalate it as a formal complaint. When a complaint is treated as formal, it will be reviewed by a senior member of staff who was not directly involved in the original service where possible.

Once your formal complaint is received, we will:

Acknowledge that we have received your complaint within a reasonable time frame.
Review the details of the appointment and any internal records or notes.
Speak with the cleaning team or staff members involved, if appropriate.
Request additional information from you if we need clarification.

We will aim to provide a full response once the investigation has been completed. If the investigation is likely to take longer, we will let you know and explain the reason for the delay, along with an updated timescale.

Investigation and Evidence

During our investigation, we may consider:

Details recorded at the time of booking.
The agreed scope of work or checklist for the deep cleaning service.
Any notes left by the team on the day of the clean.
Photographs where these are available and relevant.
Statements from staff members involved in the service.

This information helps us understand what happened and how best to resolve the issue in a balanced and objective way.

Outcomes and Possible Resolutions

After investigating your complaint, we will provide you with a clear outcome. Depending on the circumstances, this may include:

A re-clean of some or all of the areas that did not meet the agreed standard.
Corrective work, where a particular task has been missed or completed unsatisfactorily.
An explanation or apology where appropriate.
Other reasonable steps we consider fair, taking into account the nature of the complaint, the condition of the property, and the agreed scope of work.

Our aim is always to reach a solution that is fair to both you and our team and that reflects the service you originally booked.

Escalation If You Remain Dissatisfied

If you remain unhappy after receiving our formal response, you may request that we review the decision again. You should explain why you believe the outcome is not fair or complete and provide any additional information that may not have been considered earlier.

A further review will be carried out by a senior representative, who will look again at the evidence and how the complaint was handled. Once this review is complete, we will provide you with a final response explaining our position and any further actions we are able to take.

Timeframes for Complaints

We encourage customers to report any service concerns as soon as possible, and ideally within a short time after the clean has taken place. This allows us to assess the property while conditions are still similar to those at the time of the service.

While we will always consider complaints raised later, our ability to inspect the original work or verify certain details may be reduced over time. We will still investigate and respond, but potential remedies may be more limited if significant time has passed.

Recording and Using Complaint Information

We keep records of complaints and how they were resolved. This information is used to review the quality of our deep cleaning services, identify recurring issues, and provide any necessary additional training to our staff.

All information provided during the complaints process is handled in line with our privacy and data protection practices. Details are only shared internally with those who need them to investigate and resolve your complaint.

Continuous Improvement

Deep Cleaning Acton is committed to continually improving our service delivery across our operating area. Complaints and feedback help us to refine our procedures, update our checklists, and maintain consistent standards in every property we clean.

By following this Complaints Procedure, we aim to respond to your concerns in a way that is fair, efficient, and respectful, and to ensure that your experience with our deep cleaning services is as positive as possible.