Deep Cleaning Chiswick Complaints Procedure

Deep Cleaning Chiswick is committed to providing reliable, high quality cleaning services and clear, fair handling of any concerns. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and the steps we will take to resolve matters promptly and professionally.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all clients a straightforward way to tell us when something has gone wrong with our deep cleaning or regular cleaning services. It also helps us review standards, improve training and ensure our team consistently delivers a safe and professional service in homes and commercial premises.

We treat all complaints seriously, investigate them thoroughly and aim to resolve issues at the earliest possible stage. We also use feedback to prevent similar problems from happening again.

What This Procedure Covers

This Complaints Procedure applies to any concern about our cleaning services, including but not limited to:

Quality of cleaning carried out on your property, including missed areas or unsatisfactory results
Conduct, attitude or behaviour of our cleaning operatives or supervisors
Damage to property or belongings allegedly caused during a cleaning visit
Late arrival, non-attendance or cancellation issues
Health and safety concerns related to our work, equipment or cleaning products
Administration, such as booking errors, invoices or other service-related matters

This procedure does not cover disputes about matters outside our control, or issues relating to other companies or individuals not employed or contracted by us.

How to Make a Complaint

You can raise a complaint in writing or verbally. Written complaints help us keep clear records and are usually the most effective way to ensure all details are accurately captured. When making a complaint, please clearly state that you wish it to be handled under our Complaints Procedure.

To help us investigate efficiently, please provide:

Your full name and the address where the cleaning service took place
The date and time of the service, and the type of cleaning booked
A clear description of what went wrong and how it has affected you
Names of any staff members involved, if known
Any supporting information, such as photographs or notes

The sooner you contact us after the issue arises, the easier it will be for us to investigate and put things right.

Time Limits for Making a Complaint

We ask that complaints are raised as soon as reasonably possible after the service, ideally within 7 days. This allows us to review schedules, speak to the cleaning team while the visit is recent, and inspect the property if appropriate.

We may still consider complaints made after this time, but our ability to investigate and verify events may be reduced.

How We Handle Your Complaint

We aim to respond to all complaints promptly and keep you informed throughout. Our standard stages are as follows:

Receipt and acknowledgement
We will acknowledge receipt of your complaint as soon as reasonably practical. In most cases this will be within a few working days. Our acknowledgement will confirm that your complaint is being handled under this Complaints Procedure and may request any further information needed.

Initial review
A manager or senior member of our team will review your complaint, any notes from the cleaning visit and relevant scheduling or job records. Where appropriate, we may contact you to clarify details or to arrange a convenient time to discuss the matter.

Investigation
We may speak with any cleaning operatives or supervisors involved, review internal records, and, if necessary, propose a visit to the property. Our aim is to gather enough information to form a fair view of what has happened and what should be done next.

Outcome and response
Once the investigation is complete, we will provide you with a clear response explaining:

Our understanding of the complaint
The findings of our investigation
Whether the complaint is upheld in full, in part, or not upheld
Any actions we propose to resolve the matter

We aim to provide a full response within a reasonable timeframe. Where a complaint is complex or requires more time, we will let you know and provide an updated timescale.

Possible Resolutions

Depending on the nature of the complaint and the outcome of our investigation, we may propose one or more of the following:

A sincere apology and explanation
A return visit to re-clean specific areas
Corrective actions, such as additional training for staff
Adjustments to our internal procedures to help prevent a recurrence
In appropriate cases, a partial or full refund or other agreed remedy

Any remedy offered will be fair and proportionate to the circumstances and our findings.

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may request a further review. Please explain why you remain dissatisfied and what outcome you are seeking.

A different senior member of our team, not previously involved in the original decision, will review your complaint, the investigation and the outcome. We will then provide a final response setting out our position.

Confidentiality and Data Protection

All complaints are handled in confidence and shared internally only with staff who need the information to investigate and resolve the issue. Any personal data you provide will be handled in line with applicable data protection requirements and used only for managing your complaint and improving our services.

Learning from Complaints

Deep Cleaning Chiswick views complaints as an important source of feedback. We regularly review complaint patterns and outcomes to improve our training, supervision and cleaning procedures. Our goal is to ensure that every home and business we serve receives professional, consistent and trustworthy cleaning, and that any problems are dealt with fairly and transparently.

This Complaints Procedure may be updated from time to time to reflect changes in our services or internal processes. The version available on our website will always be the most current.