Deep Cleaning Wandsworth Complaints Procedure
Deep Cleaning Wandsworth is committed to providing reliable, professional cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put things right quickly. 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 resolving complaints
We take all complaints seriously and treat every concern as an opportunity to improve our services. Our aims when handling a complaint are to:
Listen carefully to what has gone wrong from your perspective.
Investigate the matter fairly and promptly.
Offer a clear explanation and, where appropriate, a practical resolution.
Use your feedback to prevent similar issues from occurring again.
What counts as a complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous enquiry. This may include, for example:
Concerns about the quality or thoroughness of a cleaning visit.
Damage to property allegedly caused during a service.
Missed or significantly delayed appointments.
Conduct, behaviour or professionalism of our cleaning teams.
Issues with how your booking, payment or communication has been handled.
If you are unsure whether an issue is a complaint, please raise it with us and we will treat it with the same care and attention.
How to make a complaint
You can make a complaint in writing or verbally. Putting your complaint in writing can help us understand the details more clearly, but it is not essential. When you contact us, please provide:
Your full name and the address where the service took place.
The date and approximate time of the cleaning service or incident.
A clear description of what went wrong and how it has affected you.
Any relevant supporting information, such as photographs, invoices, or correspondence.
What outcome you would consider to be a fair resolution, where this is known.
We encourage you to raise any concerns as soon as possible after the event, ideally within a reasonable timeframe, so that we can investigate while the details are still fresh and records are readily available.
Stage one: Initial response and informal resolution
In the first instance, complaints are usually handled by our customer care team or the person who manages your booking. We will acknowledge your complaint within a reasonable time and will usually aim to do this within two working days of receiving it.
Where possible, we will seek to resolve the matter quickly and informally. This may involve:
Discussing the issue with you to clarify any points of concern.
Reviewing our records for your cleaning visit or service agreement.
Speaking with the cleaners or staff involved to understand what occurred.
Offering, where appropriate, a remedy such as a re-clean of affected areas, a partial adjustment, or another practical solution.
If we are able to resolve the matter at this stage and you are satisfied with the outcome, the complaint will be closed and logged for monitoring and service improvement.
Stage two: Formal investigation
If your complaint cannot be resolved informally, or if you are not satisfied with our initial response, you may ask for it to be treated as a formal complaint. This will usually be reviewed by a senior member of our management team who was not directly involved in the original issue.
During the formal investigation we will:
Review all relevant information and evidence you have provided.
Check our internal records, schedules and any applicable service notes.
Speak to staff members involved and obtain their accounts.
Consider whether our policies and procedures have been followed correctly.
We will aim to provide a written response to your formal complaint within a reasonable timescale. If the matter is complex and more time is required, we will let you know and keep you updated on progress.
Outcome of your complaint
At the end of our investigation we will provide you with a clear response that sets out:
What we have understood your complaint to be.
The steps we have taken to investigate your concerns.
Our findings based on the information available.
Any actions we propose to take to resolve the matter.
Examples of possible outcomes include, depending on the circumstances:
An apology and explanation of what went wrong.
A re-clean of specific areas or a repeat service at no additional cost, where justified.
A partial or full adjustment to your invoice, where appropriate.
Changes to our internal procedures or additional staff training.
In some cases we may conclude that we are not responsible for the issue raised; where this happens we will explain our reasons clearly.
Escalation and further review
If you remain dissatisfied after receiving our formal response, you may ask for a further review. A different senior manager will review the handling of your complaint, the outcome, and whether our procedures were followed correctly.
We will consider any new information you can provide and will either confirm the original decision or propose an alternative resolution. This review will normally represent the final stage of our internal complaints process.
Recording and learning from complaints
All complaints, whether resolved informally or formally, are recorded in our internal systems. We regularly review complaint data to identify patterns, recurring issues, or areas for improvement in our cleaning services and customer care.
Findings from complaints may lead to additional training for cleaning teams, updates to our service checklists, changes to scheduling processes, or other improvement measures. Our goal is to use your feedback to make our services more reliable, thorough and responsive.
Respectful communication
We are committed to handling all complaints in a respectful, courteous and professional manner, and we ask that clients communicate with our staff in the same spirit. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our team members. Where such behaviour occurs, we may limit or withdraw communication or service in line with our wider company policies.
Accessibility and assistance
If you need help in making a complaint or require us to communicate with you in a particular way, please let us know. We will do our best to support your needs, whether that involves using a preferred contact method, allowing a representative to act on your behalf, or providing information in a clear and straightforward format.
This complaints procedure is designed to ensure that every concern is taken seriously, investigated fairly and resolved wherever possible. Deep Cleaning Wandsworth values your feedback and is committed to maintaining high standards across all of our cleaning services.
