Complaints Procedure

Complaints Procedure for Deep Cleaning Ilford

This Complaints Procedure explains how customers of our deep cleaning services in Ilford and nearby areas can raise concerns and how those concerns will be handled. We aim to resolve all issues fairly, efficiently and in a way that maintains confidence in our cleaning services.

Our Commitment to You

We are committed to providing reliable, high quality deep cleaning. If something goes wrong, we welcome the opportunity to put it right. All complaints are treated seriously, handled respectfully, and used to improve our services. You will never be charged extra for making a complaint and raising a concern will not affect any ongoing or future service.

What This Procedure Covers

This procedure applies to complaints about our residential or commercial deep cleaning services, including but not limited to end of tenancy cleaning, one off deep cleans, post building cleans and regular cleaning where relevant.

You may complain about issues such as the standard of cleaning, conduct or behaviour of staff, punctuality or reliability, damage or loss, or administration relating to bookings, payments or access.

How to Make a Complaint

You may raise a complaint verbally or in writing, whichever is most convenient for you. Wherever possible, we encourage you to contact us as soon as you notice an issue, ideally within 48 hours of the clean. This helps us to investigate while details are still clear and, where appropriate, to arrange a re clean or other remedy quickly.

When making a complaint, please provide the following information so we can assist you effectively:

The date of the clean and the service address, the type of service you booked, a clear description of the problem, including which areas or items are affected, any photographs you wish to share to demonstrate the issue, and your preferred outcome, for example a re clean, explanation, or compensation review.

Informal Resolution at First Contact

Many issues can be resolved quickly and informally. In the first instance, we will attempt to clarify what has happened, understand your expectations, and agree any immediate steps to address the concern. This may include providing an explanation, arranging a prompt re clean of specific areas, or offering practical advice for next steps.

If you are satisfied with the proposed solution and it is carried out, the complaint will normally be treated as resolved at this informal stage. However, if you remain unhappy, you may ask for a formal review under the next stage of this procedure.

Formal Complaints Procedure

If your concern cannot be resolved informally or is of a more serious nature, it will be handled as a formal complaint.

On receipt of a formal complaint, we will record the details and assign a person responsible for managing the investigation. We will acknowledge that we have received your complaint and confirm that it is being considered under the formal complaints procedure.

Timeframes for Handling Complaints

We aim to acknowledge all formal complaints within three working days. During this time, we may request further information if needed to understand the issue fully. We will then investigate the circumstances, which may include speaking with the cleaning team, reviewing job notes, and examining any photographs or evidence provided.

We usually aim to provide a full response within ten working days of acknowledging your complaint. If the matter is complex and more time is required, we will inform you of the delay, explain the reason, and give an updated timeframe for our response.

Investigation and Outcome

During the investigation we will look at what happened, whether agreed standards or procedures were followed, and what steps could reasonably have been taken to avoid the problem. We may contact you to clarify any details or to arrange a visit to inspect the property if appropriate and agreed.

Once the investigation is complete, we will provide you with a clear response. This will normally include a summary of your complaint, an outline of what we found, any conclusions we have reached regarding your concerns, and details of any actions we will take.

Possible outcomes can include an apology and explanation, a re clean of specific areas, taking corrective action with staff, changes to our procedures to prevent a recurrence, or, where appropriate, consideration of a goodwill gesture or compensation in line with our terms and conditions and any applicable insurance arrangements.

If You Are Not Satisfied With the Outcome

If you are not satisfied with the outcome of the formal complaint, you may ask for a further review. In this case, your complaint and the initial response will be considered by a different person or by a more senior member of the team where possible.

The review will focus on whether the complaint was handled fairly and reasonably, whether relevant information was considered, and whether the outcome was appropriate in the circumstances. We will aim to complete this review and respond to you within ten working days. This response will be our final position under this internal complaints process.

Fair Treatment and Confidentiality

You will be treated with respect throughout the complaints process. We ask that you also treat our staff courteously. Abusive, threatening or discriminatory behaviour may result in communication being limited to written channels.

Details of your complaint will be kept confidential and shared only with those who need the information to respond or to improve our services. We store complaint records securely and retain them only for as long as necessary to comply with legal and regulatory requirements.

Using Complaints to Improve Our Services

Every complaint is an opportunity for us to learn. We regularly review complaints received in relation to our deep cleaning work to identify patterns, training needs and areas where our processes can be strengthened. Where we identify recurring issues, we may update checklists, provide additional staff training, or adjust supervision and quality control measures.

By following this Complaints Procedure, our aim is to provide a clear, fair and transparent route for customers to raise concerns about deep cleaning services in Ilford and surrounding locations, and to ensure that those concerns lead to practical improvements wherever possible.