Deep Cleaning Surrey Complaints Procedure

This Complaints Procedure explains how Deep Cleaning Surrey handles concerns and complaints about our cleaning services. We are committed to dealing with all feedback in a fair, consistent and timely way, with the aim of resolving issues and improving our service wherever possible.

Our Commitment To You

We aim to provide reliable, professional deep cleaning and related services across our operating area. If something goes wrong, we want to know about it and to put it right. We will always treat complaints seriously, investigate them carefully, and use the findings to improve our standards, processes and staff training.

We aim to:

Respond to complaints promptly and courteously.

Investigate issues objectively and fairly.

Provide clear explanations and outcomes.

Offer appropriate remedies where a complaint is upheld.

Use complaints as an opportunity to improve our services.

What This Procedure Covers

This procedure covers complaints relating to the cleaning services we provide, including but not limited to:

The quality of cleaning work carried out.

Damage to property or items allegedly caused by our staff.

Conduct, attitude or behaviour of our cleaners or representatives.

Reliability issues such as missed appointments, late arrivals, or early departures.

Clarity of quotations, invoices or service descriptions.

Health and safety concerns related to our work.

This procedure does not cover general enquiries, requests for quotations, or routine scheduling changes, which are handled through our usual customer service channels.

Raising A Complaint

If you are dissatisfied with any aspect of our service, please raise your concerns as soon as possible so that we can address them quickly. Wherever possible, speak with us within 24 to 48 hours of the cleaning visit or incident you are concerned about, especially where the issue relates to cleaning quality or visible results.

When making a complaint, please provide:

Your full name and the property address we attended.

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

Any relevant supporting information, such as photographs of areas of concern or details of conversations with staff.

Complaints should be submitted in writing where possible, so that we have a clear record of the issue and can respond in a structured way.

How We Will Respond

Once we receive your complaint, we will acknowledge it as soon as reasonably practical. We will then carry out an internal review, which may include speaking with the cleaners who attended, reviewing any schedules or checklists, and assessing any photographs or notes you have provided.

Our standard steps are:

Acknowledgement of your complaint and clarification of any missing details.

Investigation of the facts, including staff statements and records.

Assessment of whether our service met our usual standards and any agreed specification.

Decision on appropriate actions or remedies.

Written response setting out our findings, conclusions and next steps.

We aim to provide a full response within a reasonable period, taking into account the complexity of the issue and the need to collect accurate information.

Possible Outcomes And Remedies

Where a complaint is upheld, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include one or more of the following:

Returning to the property to re-clean specific areas that did not meet the expected standard.

Partial or full credit against future services, where appropriate.

A review of internal procedures or staff training to prevent a recurrence.

Where damage is alleged, a review in line with any applicable insurance arrangements and our terms and conditions.

Where a complaint is not upheld, we will explain the reasons for our decision and the information we relied on in reaching that conclusion.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reconsidered. In such cases, where possible, a different person within our management structure will review the matter afresh, taking into account any additional information you wish to provide.

The review will consider whether the initial investigation was reasonable and whether the outcome remains fair in light of all the available evidence. We will then provide a further written response setting out our final position on the complaint.

Your Responsibilities As A Customer

To help us handle complaints effectively and fairly, we ask that you:

Raise issues as soon as reasonably possible after the service.

Provide accurate and complete information about what happened.

Allow us reasonable access to the property where necessary to inspect areas of concern or to carry out remedial work.

Treat our staff with courtesy and respect throughout the process.

We reserve the right to end communication where behaviour is abusive, threatening or unreasonable, while still considering the substance of any legitimate complaint.

Recording And Using Complaint Information

We record information about complaints in order to monitor trends, identify recurring issues and improve our services. This may include details of the nature of the complaint, the investigation and the outcome. Any personal information is handled in line with our approach to data protection and is only used for legitimate business purposes.

Changes To This Complaints Procedure

Deep Cleaning Surrey may update this Complaints Procedure from time to time to reflect changes in our services, business practices or applicable requirements. The version in force at the time of your complaint will apply to how we manage and respond to that specific matter.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us through our usual communication channels before raising a formal complaint, if you feel that would be helpful.