Complaints Procedure
Deep Cleaning Bermondsey Complaints Procedure
This Complaints Procedure explains how Deep Cleaning Bermondsey handles any concerns or dissatisfaction with our deep cleaning or related cleaning services. We are committed to treating all complaints seriously, dealing with them promptly and fairly, and using any feedback to improve our work and customer experience.
Our Commitment to You
We aim to provide reliable, high-quality cleaning services every time. If something goes wrong, we want to know about it. We will listen to your concerns, investigate what happened, and work with you to agree reasonable next steps. We will always treat you with respect and handle your information sensitively and in line with our privacy practices.
Definition of a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our contractors, or the way we communicate, where you would like a response or resolution. This can include issues with the standard of cleaning, missed areas, conduct or attitude of cleaning staff, timing or reliability of visits, changes to agreed services, billing or charges, or health and safety concerns related to our work.
Who Can Make a Complaint
Any customer of Deep Cleaning Bermondsey, whether domestic or commercial, can make a complaint about services they have received or arranged. A complaint can also be made by someone acting with the customer’s knowledge and permission, such as a family member, building manager, or authorised representative.
How to Make a Complaint
You can raise a complaint in any of the following ways:
In person at the time of cleaning, by speaking directly with the cleaner or supervisor and clearly stating that you wish to make a complaint. In writing, providing your name, service address, a description of the issue, and what outcome you are seeking. By contacting our office using the standard contact details listed on our website and explaining that you wish to make a formal complaint.
When making a complaint, please include as much detail as possible, such as the date and time of the cleaning, what was booked, what went wrong, and any photographs or notes that may help us understand the problem.
Time Limits for Complaints
It is helpful if you raise any concerns as soon as possible after the issue occurs, ideally within 7 days of the service. This allows us to investigate while information is still fresh and to put things right promptly. We may still look into matters raised later than this, but it may be more difficult to fully investigate or verify what happened.
Our Complaints Handling Stages
Stage 1: Informal Resolution
Whenever possible, we encourage you to raise any concerns at the earliest opportunity, for example directly with the cleaner on site or with our office team as soon as you notice a problem. Many issues can be resolved quickly at this stage through a follow-up clean, clarification of agreed work, or a simple correction.
If you are not satisfied with the initial response, or if the matter is more serious, you can ask for it to be treated as a formal complaint under Stage 2.
Stage 2: Formal Complaint and Investigation
Once we receive a formal complaint, we will log it in our internal records and assign a person responsible for handling it. We will normally acknowledge receipt of your complaint within a reasonable time, confirming that we are looking into the matter and, where possible, giving an estimated timeframe for our response.
During the investigation, we may:
Review your booking details, service notes, and any communication we have had with you. Speak with the cleaners or supervisors involved. Examine any photographs or evidence you have provided. Consider our internal policies, health and safety requirements, and service standards.
We may contact you to ask for more information or clarification. This helps us build a clear picture of what happened and what outcome may be appropriate.
Stage 3: Outcome and Resolution
After we have investigated, we will provide you with our response. This will explain:
Our understanding of your complaint. The findings of our investigation. Any action we have already taken or propose to take.
Where we identify that our service has fallen below our standards, possible remedies may include, where appropriate:
A re-clean of the affected areas. A partial reduction of the service charge. Changes to your service plan or future visits. Training or guidance for staff involved. Updates to our procedures or risk assessments.
Where we do not uphold part or all of your complaint, we will explain our reasons clearly.
Further Review
If you remain dissatisfied after receiving our formal response, you can request that your complaint is reviewed by a more senior member of our management team, who was not involved in the original decision where possible. They will consider whether the complaint was handled fairly and whether the outcome was reasonable in the circumstances.
Serious or Urgent Issues
If your complaint relates to an urgent health and safety concern, property damage, or alleged misconduct, please tell us this clearly when you first contact us. We will prioritise such matters, taking immediate steps where necessary to prevent any risk of harm and to secure the premises, while we complete a full investigation.
Confidentiality and Data Protection
We handle complaints in a confidential manner. Information about your complaint will only be shared with those who need it to investigate and respond or to meet legal or regulatory obligations. We keep records of complaints and outcomes for a reasonable period so we can monitor performance, identify trends, and improve our services.
Using Feedback to Improve
All complaints, whether upheld or not, are an important source of feedback. Deep Cleaning Bermondsey regularly reviews complaint records to identify patterns, training needs, and opportunities to improve how we deliver our cleaning services across the area. By following this procedure, we aim not only to resolve individual issues but also to make lasting improvements for all our customers.
