Deep Cleaning Westminster Complaints Procedure

This Complaints Procedure explains how customers of Deep Cleaning Westminster can raise concerns about our cleaning services and how those concerns will be managed. We are committed to providing professional, reliable, and high-quality deep cleaning, end of tenancy, domestic, and commercial cleaning services. When something goes wrong, we encourage you to tell us so we can put it right and improve our standards.

Our Commitment to Handling Complaints

We treat all complaints seriously and aim to resolve them promptly, fairly, and consistently. Every complaint is an opportunity for us to review our cleaning practices, staff training, and communication with clients. We will always aim to:

1. Acknowledge your complaint as quickly as possible.
2. Investigate the matter thoroughly and objectively.
3. Communicate clearly about what went wrong and how we plan to put it right.
4. Use the outcome to improve our services for all customers in our service area.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, the conduct of our cleaning staff, our administration, or how we have handled a previous concern. This includes, but is not limited to:

1. The quality or thoroughness of a deep clean, end of tenancy clean, or regular clean.
2. Damage to property or items during a visit.
3. Missed appointments or repeated lateness.
4. Behaviour or attitude of cleaning operatives on site.
5. Issues with invoices, charges, or quoted prices.
6. Health and safety or hygiene concerns.

We encourage you to raise any issue, however small, so that it can be addressed before it becomes a larger problem.

How to Make a Complaint

You may submit a complaint in writing. Written complaints help us keep an accurate record of the issue and the actions taken to resolve it. Please include the following information to assist our investigation:

1. Your full name and, where applicable, the name of the business or property.
2. The address of the property where the cleaning service was carried out.
3. The date and approximate time of the cleaning visit or the incident.
4. A clear description of the issue, including any relevant room or area of the property.
5. Any photographs, documents, or notes that support your complaint.
6. Information on how you would ideally like the matter to be resolved.

We ask that complaints relating to the quality of cleaning be raised as soon as reasonably possible after the service, ideally within 48 hours of the visit. This helps us assess the condition of the property accurately and offer appropriate remedial action.

Complaints About Service Quality

Where your complaint relates to the standard of cleaning, we will normally propose one or more of the following solutions, depending on the circumstances and our findings:

1. A return visit to re-clean specific areas at no additional cost where our service has clearly fallen below the agreed standard.
2. A partial or full adjustment to the invoice where appropriate and proportionate.
3. Additional measures or changes to our cleaning schedule or checklist to meet your expectations in future.
4. Further training or supervision for staff involved, where necessary.

Every case is considered individually, with the aim of providing a fair and practical resolution that reflects the level of inconvenience experienced.

Timescales for Acknowledgement and Response

We aim to acknowledge complaints as quickly as possible after receipt. You will be informed that your complaint has been received and is being investigated. In most cases, we aim to provide a full response and proposed resolution within 10 working days.

Where a complaint is complex, involves third parties, or requires additional site visits, we may need longer to investigate. If this occurs, we will inform you of the delay, explain why, and provide an updated timescale for our final response.

How We Investigate Complaints

To ensure fairness and thoroughness, our complaint investigations may include some or all of the following steps:

1. Reviewing your written description and any supporting evidence.
2. Speaking with the cleaning operatives who attended the property.
3. Checking our internal work orders, cleaning checklists, and time records.
4. Reviewing any previous communication or history relating to your account.
5. Arranging a follow-up visit to the property where necessary and appropriate.

We will then determine whether our service has fallen below our usual standards or the terms agreed with you, and what corrective steps should be taken.

Outcome and Resolution

Once our investigation is complete, we will inform you of the outcome in writing. Our response will set out:

1. A summary of your complaint and the issues considered.
2. The findings of our investigation.
3. Any corrective actions we have taken or plan to take.
4. Any offer of rectification, refund, or other remedy, where appropriate.
5. Any changes to our internal procedures, where relevant.

If you accept our proposed resolution, we will take the agreed actions within a reasonable timeframe. If you do not agree with the outcome, you may request that the complaint be reviewed by a more senior member of our team, who will re-examine the matter and provide a final decision.

Confidentiality and Data Protection

All complaints are handled with discretion. Information you provide will be used solely for investigating and resolving your complaint and for improving our cleaning services. We will keep records of complaints, investigations, and outcomes in line with our data protection obligations and internal retention policies.

Continuous Improvement

We review complaint data regularly to identify any recurring patterns related to particular services, properties, or cleaning teams. Where we identify trends, we take appropriate action, which may include further staff training, adjustments to cleaning methods, additional supervision, or changes to our scheduling and quality control processes.

By following this Complaints Procedure, Deep Cleaning Westminster aims to ensure that all customers in our service area receive a transparent, consistent, and fair approach to problem resolution and that the overall quality of our cleaning services continues to improve over time.