Complaints Procedure

Complaints Procedure for Deep Cleaning Ruislip

Deep Cleaning Ruislip is committed to providing reliable and professional deep cleaning services to all customers. We recognise that, on occasion, standards may not meet expectations. This Complaints Procedure explains how customers can raise concerns, how we will handle them, and the steps we take to resolve issues fairly and efficiently.

Purpose and Scope of This Procedure

This procedure applies to all customers who use our cleaning services, including regular cleaning, one-off deep cleans, end of tenancy cleaning and commercial premises cleaning. It covers complaints about the quality of work, conduct of cleaners, timing and attendance, communication and administrative errors related to bookings or payments.

This procedure does not cover disputes that fall under separate legal processes or matters outside our reasonable control, such as issues caused by pre-existing property damage, structural defects or third-party contractors.

What We Class as a Complaint

A complaint is any expression of dissatisfaction from a customer about our cleaning services or service delivery, where a response or resolution is reasonably expected. This includes:

Situations where areas have not been cleaned to the agreed standard during a deep clean.

Concerns about missed appointments or cleaners arriving significantly late without adequate notice.

Issues relating to staff attitude, behaviour or professionalism on site.

Disputes about the description of services booked compared with the services delivered.

Billing or invoicing discrepancies connected to a specific cleaning visit or contract.

How to Make a Complaint

We encourage customers to raise any concern as soon as possible after the cleaning service, ideally within 48 hours of the visit. This allows us to assess the situation accurately and, where appropriate, arrange a prompt inspection or re-clean.

You may submit a complaint in writing. When making a complaint, please provide the following details to help us respond effectively:

Your full name and property address where the cleaning took place.

The date and approximate time of the cleaning service.

A clear description of the issue, including specific rooms, areas or items affected.

Any relevant supporting information, such as photos, if available.

Whether you have raised the issue with any member of staff previously and any response given.

Acknowledgement of Your Complaint

Once we receive your complaint, we will record it in our internal system. We aim to:

Acknowledge receipt of your complaint within three working days.

Provide you with the name or role of the person responsible for handling your complaint.

Indicate the expected timescale for a full response, which will usually be within 10 working days, depending on the nature and complexity of the matter.

How We Investigate Complaints

All complaints are treated seriously and handled confidentially. The person investigating your complaint will normally:

Review your account history, booking details and any previous communications.

Speak with the cleaning team involved, where relevant, to gather their account of the visit.

Examine any photographs or other evidence you have supplied.

In some cases, arrange a follow-up inspection visit to the property where this is helpful and agreed.

Consider whether the issue arose from a misunderstanding, a service delivery failure, or circumstances beyond our control.

Outcome and Resolution

After completing the investigation, we will provide you with a clear written response outlining:

Our findings and any factors that may have contributed to the problem.

Whether the complaint is upheld in full, in part, or not upheld, with an explanation.

Any corrective action we will take, which may include, where appropriate:

Arranging a return visit to re-clean specific areas.

Providing advice on how to prepare areas so we can achieve the best results on the next visit.

Offering a goodwill gesture or partial adjustment where justified and in line with our terms and conditions.

Reviewing and improving our internal processes, staff training or service checklists.

Timescales for Handling Complaints

We aim to resolve most complaints within 10 working days of acknowledgment. Some complex matters may take longer, for example where multiple visits, third parties or specialist cleaning processes are involved. If more time is needed, we will keep you informed of progress and provide an updated target date for resolution.

Escalating Your Complaint

If you are not satisfied with the outcome or the way your complaint has been handled, you may request that your complaint is reviewed by a senior member of our team. The review will focus on whether the investigation was thorough, the response was reasonable based on the evidence, and whether our policies and service standards were followed.

Following this review, we will provide a final response, usually within 10 working days of your escalation request. This will mark the end of our internal complaints procedure.

Your Responsibilities as a Customer

To help us manage complaints effectively and safely, we ask customers to:

Provide accurate, timely and complete information when raising concerns.

Allow reasonable access to the property for inspection or re-cleaning where agreed.

Be respectful in all communications with office staff and cleaning teams.

Report concerns as soon as possible after the service, so we can respond while details are still clear.

Confidentiality and Data Protection

All complaints are handled in line with our commitment to confidentiality and data protection. Information you provide is used only for managing the complaint, improving our services and meeting our legal obligations. We store complaint records securely and retain them only for as long as necessary for these purposes.

Continuous Improvement

Deep Cleaning Ruislip uses feedback and complaints as an opportunity to review and enhance our cleaning practices, staff training and customer service. By following this Complaints Procedure, we aim to resolve individual concerns fairly and also improve the quality and reliability of our deep cleaning services for all customers over time.