Complaints Procedure for Deep Cleaning Shepherds Bush

This Complaints Procedure explains how customers of Deep Cleaning Shepherds Bush can raise concerns about our deep cleaning and related services, and how we will respond. We aim to resolve all complaints quickly, fairly, and professionally, and to use feedback to improve our cleaning standards and customer service.

Our Commitment to Resolving Complaints

We are committed to providing high quality deep cleaning services across our service area. If something goes wrong, we want to know so we can put it right. We treat every complaint seriously, investigate it thoroughly, and keep you informed at each stage of the process.

You will never be charged for making a complaint, and raising a concern will not affect your right to continue using our services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, or processes, whether justified or not. This can include issues such as:

Cleaning work not meeting the agreed standard or specification
Damage to property or items during a cleaning visit
Missed or significantly delayed appointments
Concerns about the conduct, attitude, or behaviour of our cleaners
Issues with booking, billing, or communication regarding our services
Health and safety concerns related to our cleaning work

If you are unsure whether your concern is a complaint, we encourage you to raise it with us so we can clarify and assist.

How to Make a Complaint

You can make a complaint in writing or verbally. Please provide as much detail as possible so we can investigate effectively. Helpful information includes:

Your full name and the property address where the cleaning took place
The date and approximate time of the service
A clear description of what went wrong and how it affected you
Names of any staff members involved, if known
Any photographs or notes that support your complaint
Your preferred outcome or how you would like the matter resolved

If you raise a concern during or immediately after a cleaning visit, our aim is to resolve it on the spot where possible. If this is not feasible, it will be handled through the formal complaints process set out below.

Stage One: Initial Resolution

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. At this stage, our first priority is to understand the issue and see if it can be resolved quickly and informally.

We may contact you to clarify details, request photos, or arrange a suitable time to inspect the work. Wherever appropriate, we will offer a practical remedy, which could include:

Returning to re-clean specific areas
Correcting any missed tasks in line with the original booking
Discussing and retraining staff where performance falls short
Reviewing internal procedures to prevent a recurrence

If we are able to resolve the matter at this stage and you are satisfied, the complaint will be closed.

Stage Two: Formal Investigation

If the issue cannot be resolved informally, or if you are dissatisfied with the initial response, your complaint will progress to formal investigation. A senior member of our team will review the information you have provided, consult with any staff involved, and, where needed, examine job records or scheduling details.

During the investigation, we may contact you for further information or to arrange a site visit to assess the concern in person. We aim to conduct the investigation promptly and thoroughly, ensuring that your complaint is treated fairly and objectively.

Once the investigation is complete, we will provide a clear written response that includes:

A summary of your complaint
The steps taken during our investigation
Our findings and any conclusions reached
Any actions we will take to put things right
Any changes we will make to improve our service

Possible Outcomes and Remedies

Depending on the nature and outcome of the complaint, remedies may include one or more of the following:

Additional cleaning work at no extra cost where issues are within our responsibility
A partial or full refund, where appropriate and justified
An apology and explanation of what went wrong
Internal staff training or supervision improvements
Changes to our processes to reduce the risk of similar issues arising

We will always aim to offer a solution that is fair and proportionate to the issue raised.

Timeframes for Handling Complaints

We aim to acknowledge complaints as soon as reasonably practicable and to provide a full response within a reasonable timeframe, taking into account the complexity of the matter. If more time is needed to investigate fully, we will inform you, provide an updated timescale, and keep you informed of progress.

Escalation if You Are Not Satisfied

If, after receiving our formal response, you remain unhappy with the outcome, you may request that the complaint be reviewed again by a more senior representative who was not involved in the original investigation. They will reassess the information and determine whether the outcome should be upheld, varied, or reconsidered.

This further review will be the final stage of our internal complaints process. We will explain our final position and the reasons for it clearly and in writing.

Your Responsibilities When Making a Complaint

To help us deal with your complaint effectively, we ask that you:

Provide accurate and honest information about what happened
Raise concerns as soon as you reasonably can after the event
Allow access to the property, if required, for inspection or remedial work
Communicate with our staff respectfully and without abusive language or behaviour

This enables us to resolve issues more quickly and fairly for everyone involved.

Using Feedback to Improve Our Services

Every complaint provides us with an opportunity to improve. We regularly review complaints data to identify trends, training needs, and service improvements. By doing so, we aim to continuously raise our standards of deep cleaning and customer care throughout the areas we serve.

This Complaints Procedure may be updated from time to time to reflect changes in our services or internal processes. Any updated version will replace previous versions from the date it is issued.