Complaints Procedure
Deep Cleaning Croydon Complaints Procedure
Deep Cleaning Croydon is committed to providing a high standard of cleaning services and professional customer care. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right quickly and improve the way we work. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to You
We take all complaints seriously and treat every concern with respect and confidentiality. Our aim is to resolve issues promptly and fairly, keeping you informed throughout the process. We will always seek to learn from complaints so we can continually improve our deep cleaning services for homes, landlords, tenants, and businesses in our service area.
We will make every reasonable effort to:
Respond to your complaint within the timescales set out in this procedure, investigate your concerns thoroughly and impartially, offer a clear explanation of what went wrong and why, where appropriate, provide a suitable resolution or remedy, use your feedback to improve our systems, training, and service delivery.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, our staff, or the way we have handled a previous enquiry or booking, where you would like a response or resolution. This may include, for example, concerns about the standard of cleaning, conduct or behaviour of cleaning staff, missed or late appointments, communication issues before or after a job, or administrative errors such as incorrect details on an invoice or booking.
Raising a complaint does not affect your statutory rights.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are helpful because they provide a clear record of the issue, but we will accept complaints made in whichever way is easiest for you.
When submitting a complaint, please provide the following information where possible so that we can investigate effectively:
Your full name and, if relevant, the name on the booking, the property address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong and how it has affected you, any steps already taken to try to resolve the matter, any supporting details such as photos or a list of specific areas of concern.
If you need help setting out your complaint, we will do our best to assist you.
Stage One: Initial Resolution
Most issues can be resolved quickly and informally. In the first instance, please raise your concern with the member of staff you booked with or with the office team as soon as you notice a problem. You should do this as promptly as possible so we can respond while the details are still fresh and, where relevant, while the property or cleaning outcome can still be inspected.
At this stage we will listen carefully, ask any necessary questions, and may request photos or further details. Where appropriate, we will offer practical solutions, which may include, for example, arranging a re-clean of specific areas, clarifying agreed work specifications, or addressing communication issues.
We aim to acknowledge your concern and attempt an informal resolution within a reasonable timeframe. If you are not satisfied with the outcome, or if the issue is more serious, you can ask for your complaint to move to Stage Two.
Stage Two: Formal Complaint Investigation
If your complaint cannot be resolved informally, or you feel that the outcome at Stage One was not satisfactory, you may make a formal complaint. When doing so, please clearly state that you wish to submit a formal complaint and set out any additional information or evidence that you consider relevant.
Once we receive your formal complaint, we will:
Acknowledge receipt within a reasonable period, allocate a member of our management team to review your complaint, investigate objectively by reviewing records, speaking to staff involved, and, where appropriate, considering any photographic evidence or checklists.
We aim to provide a full written response once our investigation is complete. In our response, we will explain what we have found, whether your complaint has been upheld in full or in part, any steps we have already taken or propose to take to put matters right, and any changes we plan to make to prevent similar issues from happening again.
Possible Outcomes and Remedies
Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include an apology and explanation, corrective work such as a partial or full re-clean of affected areas, adjustments to your account where appropriate, or service improvements such as additional staff training or changes to our processes.
Any remedy offered will be proportionate to the circumstances and the impact of the issue raised.
Escalating Your Complaint
If you remain dissatisfied after receiving our formal response, you may ask for your complaint to be reviewed again. In doing so, please explain why you are unhappy with the outcome and what you would like us to reconsider.
A senior member of our team, not previously involved in the investigation where possible, will review how your complaint was handled and whether the outcome was fair and reasonable in light of the evidence. They will then provide a final response. This will normally conclude our internal complaints process.
Time Limits for Raising a Complaint
We encourage you to raise any concerns as soon as possible after the service has taken place. Prompt reporting allows us to carry out meaningful checks and, where necessary, remedial work. While we will always aim to be fair, complaints raised after a significant delay may be more difficult to investigate fully due to lack of records, changed circumstances at the property, or staff changes.
Confidentiality and Data Protection
All complaints are handled in line with our obligations under data protection legislation. We will only share information about your complaint with staff who need it in order to investigate and respond. Personal information provided in connection with a complaint will be stored securely and retained only for as long as necessary for complaint handling and legal or regulatory purposes.
Using Feedback to Improve Our Cleaning Services
Your feedback, whether positive or negative, helps Deep Cleaning Croydon refine and improve the services we offer. We regularly review complaints and outcomes to identify trends, training needs, and opportunities to enhance our cleaning methods, checklists, supervision, and customer communication. By following this procedure, you help us deliver a more reliable and responsive service across our local area.
If you have any questions about this complaints procedure, or if you require it in an alternative format, you may request further information from our office team.
