Complaints Procedure

Deep Cleaning Battersea Complaints Procedure

Deep Cleaning Battersea is committed to delivering reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, customers may feel that our service has not met the expected standard. This Complaints Procedure explains how to raise a concern, how we will respond, and the steps we take to resolve issues fairly and promptly.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers who wish to complain about any aspect of our cleaning services. We use feedback to put things right, improve our operations and maintain a high standard across our service area.

This procedure applies to all customers who use Deep Cleaning Battersea, including one-off deep cleans, end of tenancy cleans, regular domestic cleaning and commercial cleaning services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication, scheduling or pricing that requires a response. Examples include, but are not limited to:

Service quality issues, such as areas missed during a clean or work not completed to the agreed specification.

Concerns about staff behaviour, attitude or professionalism while on site.

Problems with booking, timekeeping, access, cancellation or rescheduling of appointments.

Disagreement about charges, quotations, invoices or payment terms.

Any other aspect of our service that you believe has fallen below reasonable expectations.

How to Make a Complaint

We encourage customers to raise issues as soon as possible so that we can investigate promptly and, where appropriate, correct any problems. You can make a complaint in the following ways:

Raise it on the day of service with our operative or team leader on site, if you feel comfortable doing so. This often allows for immediate correction where practical.

Contact our office in writing, providing full details of your concern, including the date of service, service address, and a clear description of the issue.

Where possible, please include any relevant supporting information such as photographs, itemised concerns or reference to your original booking details. This helps us investigate more efficiently.

Information We Need From You

To handle your complaint effectively, please provide:

Your full name and, if different, the name under which the booking was made.

The service address and the date and time of the cleaning service.

A description of what went wrong, including specific rooms, areas or items affected.

Details of any discussions you have already had with our staff about the issue.

Any preferred outcome, such as a re-clean of specific areas, clarification of charges or another form of resolution.

Our Complaints Handling Process

We aim to deal with all complaints professionally, consistently and within reasonable timescales. Our process is as follows:

Acknowledgement: We will acknowledge your complaint as soon as reasonably possible after we receive it. We may ask for clarification or further information if needed.

Investigation: A member of our management team will review your complaint, examine relevant records, and if necessary speak to the staff members involved. We may also request additional details from you.

Site review: For complaints relating to service quality at your property, we may propose a follow-up visit to inspect the issues raised and confirm what remedial action is appropriate.

Response: Once we have completed our investigation, we will provide you with a clear response outlining our findings, any proposed solutions and the reasons for our decision.

Timeframe: We aim to provide a full response within a reasonable period, taking into account the nature and complexity of the complaint. Where a full response may be delayed, we will update you and explain the reason for any delay.

Possible Outcomes and Resolutions

Our goal is to resolve complaints fairly and, where we are at fault, to put matters right. Depending on the circumstances, possible outcomes may include:

Arranging a re-clean of affected areas within a reasonable time, where issues relate to missed or substandard work and access can be provided.

Offering a partial or full adjustment to charges, where this is appropriate and supported by our investigation.

Providing additional explanation, clarification or information where there has been a misunderstanding about service scope or terms.

Implementing internal changes, training or supervision measures where we identify opportunities to improve our service in the wider service area.

Complaints About Staff Conduct

We take concerns about the behaviour and conduct of our staff very seriously. All such complaints are handled confidentially and in accordance with our internal policies. Where appropriate, we may:

Conduct additional interviews with relevant staff.

Review any existing site notes or records.

Arrange further training, supervision or disciplinary action if our standards have not been met.

Although we will not share confidential staff information, we will inform you of the outcome in general terms and any impact on your service.

Escalating a Complaint

If you are dissatisfied with the outcome of your initial complaint, you may request that your case is reviewed by a more senior member of management. In your escalation request, please explain why you are not satisfied with the original response and what further resolution you are seeking.

The reviewing manager will consider the previous investigation, any new evidence and your comments before providing a final response.

Time Limits for Raising Complaints

To ensure complaints can be properly investigated, we ask that you raise concerns about service quality within a reasonable period after the cleaning took place. Reporting issues promptly allows us to inspect the property, speak to staff while events are still recent and offer practical solutions.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is logged and reviewed to identify patterns, training needs and operational improvements. This helps Deep Cleaning Battersea maintain consistent standards and refine our procedures throughout our service area.

We appreciate the time customers take to provide feedback and we are committed to handling all complaints with respect, openness and a genuine desire to resolve matters fairly.

Confidentiality and Data Protection

All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our services and meeting any legal requirements. We limit access to your complaint details to staff who need this information to deal with the matter appropriately.

Review of this Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the range of cleaning services we provide. Updates may be made to reflect changes in our operations, customer feedback or regulatory requirements.