Complaints Procedure for Deep Cleaning Kensington

Deep Cleaning Kensington is committed to providing high quality deep cleaning services to all customers. We value feedback as an essential part of improving our service and maintaining reliable cleaning standards. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We aim to resolve all complaints about our cleaning services promptly, fairly, and consistently. Every complaint is taken seriously, whether it relates to the quality of our work, our conduct on site, scheduling, access, or any other aspect of our service. We use the outcome of complaints to review our training, supervision, and operational processes to prevent similar issues arising in the future.

What Is a Complaint

A complaint is any expression of dissatisfaction about our deep cleaning services, whether justified or not, where a response or resolution is explicitly or implicitly expected. This may include concerns about the standard of cleaning, damage or loss during a visit, behaviour of cleaning staff, failure to follow agreed instructions, delays or missed appointments, and clarity of information about our services.

We encourage customers to raise any concerns as soon as possible so that we can put things right quickly and with minimal disruption.

Who Can Make a Complaint

Complaints can be made by any customer who has booked or received services from Deep Cleaning Kensington, including residential and commercial clients, or by someone acting with the customer’s clear authority, such as a property manager or authorised representative.

How to Make a Complaint

You can submit a complaint to Deep Cleaning Kensington in writing or by speaking to a member of our team. Written complaints are preferred where possible, as they help us keep accurate records, but we will not refuse or disregard a verbal complaint.

When making a complaint, please provide the following information to help us investigate efficiently: your full name, your address or the address where the service was carried out, the date and approximate time of the cleaning service, a clear description of the issue, including any relevant photos or supporting information, and details of how you would ideally like the matter to be resolved.

Time Limits for Making a Complaint

We recommend that you raise any concern as soon as you become aware of a problem, and preferably within 7 days of the cleaning visit. This allows us to investigate while details are still recent and to arrange any necessary re-attendance promptly. We may still look into complaints raised after this period, but the options for a practical remedy may be reduced.

Stages of the Complaints Process

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of our management team. We will acknowledge your complaint as soon as reasonably possible. The acknowledgement will confirm that we have received your complaint, outline the next steps, and may request any additional information needed to investigate properly.

Stage 2: Investigation

An impartial member of our team will investigate your complaint. This may involve reviewing job sheets, cleaning checklists, and any relevant photographs or notes from the cleaning team, speaking with the cleaners or supervisors involved, and, where practical, arranging a site visit to inspect the area of concern.

We aim to complete our investigation and respond with our findings in a timely manner. If the matter is complex or requires additional time, we will keep you updated on progress and provide an estimated timescale for our final response.

Stage 3: Response and Resolution

Following the investigation, we will set out our findings in clear, plain language. Our response will explain whether your complaint has been upheld in full, upheld in part, or not upheld, the reasons for our decision, and any remedial action we propose.

Possible resolutions may include an apology for any inconvenience caused, a return visit to re-clean specific areas, corrective action on our processes or staff training, and where appropriate, a partial or full adjustment to the charges for the service provided. We will always aim to reach an outcome that is fair and proportionate to the circumstances.

Stage 4: Escalation

If you are dissatisfied with the outcome of Stage 3, you can ask for your complaint to be reviewed at a higher level within Deep Cleaning Kensington. Your request for escalation should explain why you remain unhappy and what additional outcome you are seeking.

The escalated review will consider the handling and decision at Stage 3, as well as any new information you provide. We will then send you a final decision. Once this process has been completed, we may not be able to enter into further correspondence about the same issues, unless new and material information comes to light.

Our Expectations of Customers

We are committed to treating all customers with courtesy and respect during the complaints process, and we ask that customers do the same for our staff. We understand that issues with cleaning services can be frustrating, but we cannot tolerate abusive, threatening, or discriminatory behaviour. In serious cases, we may end communication or refuse future bookings if behaviour towards our staff is unacceptable.

Confidentiality and Data Protection

All complaints are handled confidentially. Information is shared only with those who need it to investigate and resolve the matter, or where we are legally required to disclose information. We process any personal data in line with applicable data protection requirements and retain complaint records for an appropriate period for audit, training, and quality control.

Continuous Improvement

Deep Cleaning Kensington reviews complaints regularly to identify recurring issues, trends, and opportunities to enhance our deep cleaning services. Feedback from complaints is used to update staff training, refine cleaning checklists, and improve communication with customers. By following this Complaints Procedure, we aim to ensure that any problems are addressed effectively and that your experience of our services continues to improve over time.