Complaints Procedure for Deep Cleaning Services

We are committed to providing high-quality deep cleaning services and to dealing with any concerns quickly, fairly, and transparently. This Complaints Procedure explains how you can raise a complaint, what you can expect from us, and how we work to resolve issues and improve our services in our local service area.

Purpose of This Complaints Procedure

The purpose of this procedure is to give you a clear and straightforward way to tell us if you are unhappy with any aspect of our cleaners, our deep cleaning work, or the way we have handled your booking. We use all feedback, including complaints, to improve our cleaning standards, training, and customer care.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about our deep cleaning services, staff conduct, communication, or administration, where you are expecting a response or resolution. This can include issues such as:

Poor quality of deep cleaning or missed areas in your property. Damage to items or property during a cleaning visit. Cleaners arriving significantly late or not attending as agreed. Unprofessional behaviour, rudeness, or lack of respect. Health and safety concerns during the cleaning service. Problems with invoicing, payments, or booking arrangements. Any other aspect of our service that has not met your reasonable expectations.

How to Make a Complaint

You can raise a complaint in writing to allow us to investigate properly and keep an accurate record. Please provide as much relevant detail as possible so that we can understand your concern clearly and respond effectively. Helpful information includes:

Your full name and the address where the deep cleaning took place. The date and approximate time of the cleaning visit. A clear description of what went wrong and how it has affected you. Names or descriptions of any cleaners involved, if known. Any photos or evidence that help to show the issue, such as areas missed or damage. Confirmation of what outcome you are seeking, for example, a re-clean, explanation, or other remedy.

If you made an informal complaint previously, please state when and to whom you spoke.

Our Complaints Handling Stages

We aim to resolve most complaints quickly and informally. Where this is not possible, we follow a structured process to ensure your concerns are reviewed carefully.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In this acknowledgement we will confirm that we have received your complaint and outline the next steps and likely timeframes for our investigation.

Stage 2: Investigation

Your complaint will be reviewed by a member of our management team who is not directly involved in the matter you are complaining about wherever practical. The investigation may include:

Reviewing your booking details and cleaning checklist. Speaking to the cleaners who attended your property. Examining any photos or other evidence you provide. Inspecting our internal policies and risk assessments where relevant.

We may contact you to request additional information or clarification to ensure we fully understand the complaint.

Stage 3: Response and Outcome

When the investigation is complete, we will provide you with a clear written response. This response will usually include:

A summary of your complaint and the issues you raised. Details of the steps we took to investigate. Our findings and, where appropriate, an apology. Any actions we will take to put things right. Any changes we will make to prevent similar issues in future.

Possible outcomes may include, where appropriate and at our discretion, a re-clean of specified areas, a goodwill gesture, a partial refund, staff retraining, or changes to our cleaning procedures.

Timeframes for Handling Complaints

We aim to deal with complaints as promptly as possible. While specific response times may vary depending on the complexity of the issue, we will always keep you informed if we need more time to carry out a thorough investigation. Our goal is to resolve most complaints within a reasonable period from the date we receive all the necessary information.

Escalating Your Complaint

If you are not satisfied with the outcome at the initial stage, you may request that your complaint is reviewed again by a senior member of our team. When asking for an escalation, please explain why you remain dissatisfied and what further outcome you are seeking. We will then re-examine the complaint, the evidence, and the decisions made, and provide you with a further written response.

Our Commitment to Fairness and Confidentiality

We treat all complaints seriously and handle them in a fair, impartial, and respectful way. We do not discriminate against any client who raises a concern, and we will not reduce the standard of your cleaning services because you have made a complaint.

All information relating to your complaint will be kept confidential within our team and used only for the purposes of investigation, response, and improving our services. We may share relevant details with the cleaners involved so that they can understand and learn from the situation, but we will not share your information with external parties except where required by law.

Using Feedback to Improve Our Deep Cleaning Services

Your feedback is essential to helping us maintain high standards across the properties we serve in the local area. We review complaints regularly to identify any patterns or recurring issues, and we use this information to improve our staff training, cleaning methods, equipment, and quality control checks.

By following this Complaints Procedure, we aim to resolve issues as quickly and constructively as possible, restore your confidence in our cleaners and deep cleaning service, and continue to raise our standards for all clients.