Complaints Procedure for Deep Cleaning Shoreditch

Deep Cleaning Shoreditch is committed to delivering professional and reliable deep cleaning services. We recognise that, on occasion, clients may feel that our service has not met their expectations. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to handle all complaints fairly, consistently and promptly, so that any issues are resolved and our service continues to improve.

Scope of this complaints procedure

This procedure applies to complaints relating to any cleaning service provided by Deep Cleaning Shoreditch, including but not limited to deep cleaning, end of tenancy cleaning, after builders cleaning, one off cleans and regular domestic or commercial cleaning. It covers concerns about the quality of work, conduct of staff, adherence to agreed schedules, and health and safety practices during cleaning.

This procedure is intended for clients who have used, or are using, our services. It does not cover employment disputes, internal staff issues or matters that are already being dealt with through legal proceedings.

Our commitments when handling complaints

When you raise a complaint with Deep Cleaning Shoreditch, we are committed to:

Listening carefully to your concerns and treating you with respect and courtesy at all times. Taking every complaint seriously and investigating it in a fair and objective way. Acknowledging receipt of your complaint and keeping you informed about the progress of our investigation. Seeking to resolve your complaint as quickly as reasonably possible. Using your feedback to improve our cleaning processes, staff training and customer service.

How to make a complaint

If you are dissatisfied with any aspect of our cleaning service, we ask that you tell us as soon as possible so that we have the opportunity to put things right. Wherever possible, please raise the issue on the same day the service is provided or within a reasonable time afterwards. This helps us investigate effectively and, where appropriate, revisit the property while the details are still clear.

When you make a complaint, please provide the following information:

Your full name and confirmation that you are the client or an authorised representative. The address where the cleaning service was carried out. The date and approximate time of the visit or visits concerned. A clear description of what went wrong, including which areas or tasks you are unhappy with. Any relevant photographs or other evidence that will help us understand the issue. Any steps you have already taken to raise the matter with our staff on site.

Complaints can be made verbally or in writing. If you make a verbal complaint, we may ask you to confirm key details in writing so that we have an accurate record.

Informal resolution in the first instance

In many cases, complaints can be resolved quickly and informally. If you notice a problem while our cleaning team is still on site, please raise it immediately with the team leader or cleaner in charge. They will do their best to correct the issue during the same visit, where this is practical and safe to do so.

If the team has already left, please contact our office as soon as you become aware of the problem. We may offer to arrange a return visit to address any missed or unsatisfactory areas, subject to the circumstances of the case and the terms of our service agreement with you.

Formal complaints process

If your concern cannot be resolved informally, or if you prefer to make a formal complaint from the outset, we will follow the steps below.

Step 1: Acknowledgement

Once we receive your formal complaint, we will record it in our internal complaints log. We will acknowledge receipt within a reasonable timeframe and confirm that we are investigating. At this stage, we may contact you to clarify details or request further information.

Step 2: Investigation

A manager or designated member of our team will review your complaint. The investigation may include:

Reviewing our booking records, job sheets and any cleaning checklists for the relevant visit. Speaking with the cleaners who attended the property. Reviewing any photographs, videos or other evidence provided by you or by our staff. Considering whether our service met our own standards and any specific agreement we had with you.

We aim to complete our investigation within a reasonable time, depending on the complexity of the issues and the availability of information.

Step 3: Response and outcome

After we have investigated your complaint, we will contact you with a written or verbal response setting out:

Our understanding of your complaint. A summary of what we have found during our investigation. Whether your complaint is upheld in full, in part, or not upheld. Any steps we propose to take to resolve the matter.

Possible outcomes may include an apology, a corrective cleaning visit, a partial or full refund in appropriate cases, internal disciplinary or training measures for staff, or confirmation that we believe our service met the agreed standard. The specific remedy will depend on the facts of the case and our terms of business.

Escalating your complaint

If you are not satisfied with the outcome of our investigation, you can ask for your complaint to be reviewed by a more senior manager, where this is appropriate. When requesting an escalation, please explain why you are unhappy with the initial decision and what you would like to happen.

The senior reviewer will reassess the information already gathered and may request further clarification from you or from our staff. Once this review is complete, we will provide a final response setting out our position. At that point, our internal complaints process will normally be considered exhausted.

Timescales

We strive to handle all complaints promptly. Actual timescales will vary depending on the nature and complexity of the issues raised, but our general approach is as follows:

Acknowledge receipt of your complaint within a reasonable timeframe. Complete our initial investigation and provide a response as soon as practicable. Complete any escalation review within a further reasonable period after your request.

If, for any reason, we need more time to investigate fully, we will let you know and explain why.

Confidentiality and data protection

All complaints are handled with appropriate confidentiality. Information you provide will only be shared with those who need it in order to investigate and respond to your complaint, or where we are legally required to disclose it. We will handle all personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for business, legal or regulatory purposes.

Using complaints to improve our service

Deep Cleaning Shoreditch values feedback from every client. Complaints help us identify where our cleaning standards, communication or processes can be improved. We regularly review complaint records and outcomes to refine our quality control, staff training, supervision and on site procedures across the cleaning services we provide.

By following this complaints procedure, we aim to resolve individual issues fairly while continually enhancing the reliability and quality of our deep cleaning services.