Complaints Procedure for Deep Cleaning Greenwich

Deep Cleaning Greenwich is committed to delivering thorough and reliable deep cleaning services to all customers. We recognise that, on rare occasions, things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and the standards you can expect from us throughout the process.

Scope and Purpose of This Complaints Procedure

This procedure applies to all customers who have used, or attempted to use, our deep cleaning services, including one off deep cleans, end of tenancy cleaning, post build cleaning and regular property deep cleaning. It is designed to provide a clear and fair route for you to tell us when you are not satisfied, so that we can investigate, respond and, where appropriate, put things right.

We use feedback and complaints to improve the quality, safety and consistency of our cleaning services across our operating areas. All complaints are treated seriously and handled with respect and confidentiality.

Making a Complaint

If you are unhappy with any aspect of our service, including the quality of cleaning, conduct of cleaning staff, punctuality or communication, you should raise your concern as soon as possible. The earlier we are informed, the easier it is for us to investigate and resolve the matter.

You can make a complaint verbally or in writing. When submitting your complaint, please provide the following information where possible:

1. Your full name and any booking reference you have.
2. The address where the cleaning service took place.
3. The date and approximate time of the service.
4. A clear description of what went wrong and how it affected you.
5. Any photographs or notes that may help explain the issue.
6. How you would ideally like us to resolve the matter.

We encourage you to raise issues within 48 hours of the cleaning service, especially where the complaint relates to the standard of cleaning. This allows us to assess the property while conditions are recent and accurately review the situation.

Informal Resolution in the First Instance

In many cases, concerns can be resolved quickly and informally. If you feel comfortable doing so, please speak to our representative or coordinator who arranged your deep clean. Explain the issue and allow them the opportunity to address it, which may include clarifying the agreed scope of work or arranging a return visit where appropriate.

If you are not satisfied with the response at this stage, or do not wish to pursue an informal resolution, you may proceed to a formal complaint as outlined below.

Formal Complaint Process

When you make a formal complaint, it will be logged in our internal system and assigned to a member of the management team who is responsible for handling complaints. We will acknowledge receipt of your complaint within a reasonable timeframe, normally within three working days.

Our acknowledgement will confirm that we have received your complaint and explain the next steps, including an indicative timeframe for a full response. We may ask you for additional information or clarification to ensure that we fully understand your concerns.

Investigation of Your Complaint

The manager handling your complaint will review all relevant information, which may include:

1. Your description of the issue and any supporting evidence.
2. The original booking details and agreed scope of work.
3. Reports from the cleaning team that attended the property.
4. Any photographs or checklists completed by our staff.
5. Previous correspondence or conversations relating to the matter.

Where necessary, we may contact you for further details or to arrange a mutually convenient time to re attend the property for inspection. Our aim is to investigate complaints thoroughly, objectively and without unnecessary delay.

Outcome and Resolution

Once the investigation is complete, we will provide you with a written or verbal response setting out:

1. A summary of your complaint.
2. The steps we have taken to investigate.
3. Our findings and conclusions.
4. Any actions we will take to resolve the matter, if applicable.

Possible outcomes may include an explanation or clarification, an apology, a corrective action such as a re clean of specific areas, or other remedial steps deemed reasonable in the circumstances. Any remedy offered will take into account the nature of the issue, the agreed scope of work and the evidence available.

Timescales

We aim to resolve most complaints within ten working days from the date of acknowledgement. If, due to complexity or the need for further investigation, we are unable to meet this timescale, we will inform you and provide an updated timeframe. We will keep you reasonably informed of progress until the complaint is concluded.

Escalating Your Complaint

If you remain dissatisfied after receiving our response, you may request that your complaint is escalated for further review by a senior member of management. In your escalation request, please explain why you are unhappy with the outcome and what you believe would be a fair resolution.

The senior reviewer will reassess the complaint, the investigation carried out and the response given. They may uphold the original decision, change the outcome or propose an alternative resolution. Their decision will be communicated to you and will normally be considered our final position on the matter.

Our Commitments to Fairness and Confidentiality

Deep Cleaning Greenwich will handle all complaints with fairness, respect and without discrimination. Your complaint will not affect your right to use our services in the future. Information provided as part of a complaint will be treated as confidential and only shared with those who need it to investigate and resolve the issue.

We review complaints data regularly in order to identify patterns and opportunities for improvement. This helps us maintain high standards of deep cleaning and customer care across all the areas we serve.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and compliant with relevant expectations for service providers. Updated versions will apply to future complaints from the date they are published.

We appreciate all feedback, whether positive or negative, as it supports our commitment to reliable, thorough and professional deep cleaning services for every customer.