Complaints Procedure

Complaints Procedure for Deep Cleaning Lewisham

This Complaints Procedure explains how customers can raise concerns about any aspect of our deep cleaning services in the Lewisham area, and how we will respond. Our aim is to resolve issues quickly, fairly, and transparently, while using feedback to improve our cleaning standards and customer care.

Our Commitment to You

We are committed to delivering high quality deep cleaning services and reliable customer support. If you are dissatisfied with any part of our service, we encourage you to let us know as soon as possible so we can put things right. We welcome all feedback, including complaints, as an opportunity to improve how we operate.

We will handle every complaint in a professional, respectful, and non-discriminatory manner. Your complaint will be taken seriously and treated in confidence, and we will keep you informed at each stage of the process.

What This Procedure Covers

This procedure applies to complaints relating to:

• Quality or thoroughness of deep cleaning or related cleaning services
• Conduct, behaviour, or attitude of cleaning staff or representatives
• Timeliness, scheduling, or reliability of appointments
• Damage to property or possessions alleged to have been caused during a clean
• Accuracy of information provided before or after booking a service
• Any other concern directly connected to our cleaning services or customer care

If your concern relates to safety, safeguarding, or a potential legal matter, we will still follow this process but may also need to take additional steps, such as obtaining specialist advice or notifying relevant parties where required.

Informal Resolution

Many issues can be resolved quickly through informal discussion. If you are unhappy with our service, you are encouraged to raise the matter as soon as possible, ideally within 48 hours of the clean. At this stage, we will:

• Listen carefully to your concern and clarify the details
• Ask any necessary questions to understand what has happened
• Offer practical solutions where possible, such as a re-clean of missed areas, adjustments to future bookings, or other appropriate remedies

We aim to resolve most informal concerns within a reasonable timeframe. If you are not satisfied with the outcome, or if the issue is more serious, you may proceed to the formal complaint stage.

Making a Formal Complaint

If informal resolution is not suitable or does not resolve the matter, you can make a formal complaint. When doing so, please provide as much detail as you can, including:

• Your full name and preferred contact method
• The date and time of the service, and the location of the property
• A clear description of what happened and why you are dissatisfied
• Any photographs, notes, or supporting information relevant to the complaint
• Details of any previous discussions or attempts to resolve the issue

We recommend submitting your formal complaint as soon as possible, preferably within 7 days of the service, so that we can investigate effectively while details remain recent and accurate.

How We Handle Your Complaint

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

1. Acknowledgement
We will acknowledge receipt of your complaint and confirm that it is being reviewed. At this stage we may ask for further information if anything is unclear.

2. Investigation
A manager or senior member of our team will review the details of your complaint. This may include speaking with the cleaners who attended your property, reviewing job notes, and considering any photographs or documentation you have provided.

3. Response
After completing our investigation, we will provide you with a clear response. This will set out our findings and, where appropriate, any actions we will take to put things right. Actions may include a partial or full re-clean, adjustments to charges, changes to future service arrangements, or other remedies we consider fair and reasonable.

4. Timescales
We aim to provide a full response within a reasonable period from acknowledging your complaint. If we need longer due to the complexity of the issue, we will let you know and keep you updated on progress.

Escalation if You Are Not Satisfied

If you are unhappy with the outcome of our investigation, you may ask for your complaint to be reviewed at a higher level within the business. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking.

A senior decision-maker will then:

• Reassess the complaint and the steps already taken
• Review any additional information you provide
• Decide whether the original outcome should be upheld, varied, or changed

We will communicate the result of this review and explain the reasons for our decision.

Fairness, Confidentiality, and Data Protection

Your complaint will be handled impartially, and all parties involved will be treated with courtesy and respect. We will not tolerate abusive, threatening, or discriminatory behaviour towards our staff, and we may end communication if such behaviour occurs.

All information you provide in relation to a complaint will be treated as confidential and handled in line with data protection principles. Information will only be shared where necessary to investigate and resolve your complaint or where we are legally required to do so.

Using Feedback to Improve Our Services

We monitor complaints and feedback to identify patterns, training needs, and opportunities for improvement in our deep cleaning services. Lessons learned from complaints may lead to changes in our procedures, staff training, quality checks, or communication methods, helping us to deliver a better experience for all customers in the Lewisham area.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and in line with best practice for cleaning service providers. We may update it from time to time and will apply the current version when handling new complaints.

If you have any questions about this procedure or require assistance in making a complaint, please contact us using your usual communication method and we will be happy to help guide you through the process.