Complaints Procedure for Deep Cleaning Putney Customers

Deep Cleaning Putney is committed to providing reliable, high quality cleaning services and clear communication with all clients. This complaints procedure explains how you can raise any concerns about our services, how we will respond, and what you can expect at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a fair, transparent and efficient way for clients to tell us when something has gone wrong. Complaints help us identify areas where our cleaning standards, schedules, or customer service may be improved. Every complaint is taken seriously and handled with professionalism and respect.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or customer care, whether justified or not, where a response or resolution is expected. This may include issues such as:

Incomplete or inadequate cleaning work on a visit

Damage caused during a cleaning appointment

Missed or significantly delayed appointments

Concerns about staff conduct or behaviour

Disagreements regarding pricing, invoices, or agreed work

If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately.

How to Raise a Complaint

We encourage you to raise any issues as soon as possible so that we can investigate fully and put things right quickly wherever we can. You can make a complaint verbally or in writing. Written complaints are preferred where possible, as they help us keep accurate records and avoid misunderstandings.

When submitting a complaint, please provide the following information:

Your full name and preferred method of contact

The address where the cleaning service was carried out

The date and approximate time of the service

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

Any supporting details such as photographs, invoices, or messages

What outcome or solution you are seeking, if you have a preference

Timescales for Raising a Complaint

Although you may raise a concern at any time, we ask that you inform us of any problems within a reasonable period after the service. For cleaning quality issues, wherever possible please contact us within 48 hours of the work being completed so we can review the property while the condition is still recent and can be accurately assessed.

How We Handle Your Complaint

We follow a structured, step by step process to ensure every complaint is handled fairly and consistently.

1. Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we are looking into the matter and, where appropriate, request any additional information we may need to investigate fully.

2. Investigation

Your complaint will be reviewed by an appropriate member of our management team, who may take the following steps:

Check cleaning schedules, notes and records for the relevant visit

Speak with the cleaning operatives involved, if applicable

Review any photos, messages or evidence you have provided

Arrange to revisit the property for inspection if required

We will handle your complaint impartially, aiming to understand both what happened and how it affected you.

3. Response and Outcome

After our investigation, we will provide you with a clear response explaining:

Our understanding of the issue you raised

What we have found during our investigation

Any actions we have already taken or will take to address the matter

Any resolution or remedy we are able to offer in the circumstances

Where appropriate, remedies may include additional cleaning work, partial or full adjustments to charges, or other measures that we consider fair and reasonable based on the findings.

Timescales for Responding

We aim to resolve complaints as quickly as possible. Straightforward issues may be resolved within a short time. More complex matters, such as those involving property damage, multiple visits or third parties, may take longer. In all cases, we will keep you informed of progress and update you if we need additional time to reach a conclusion.

Confidentiality and Data Protection

Your complaint and any personal information you provide will be treated confidentially and used only for the purpose of investigating and resolving your concerns, improving our cleaning services, and meeting our legal and regulatory obligations. Information will be stored and handled in line with our data protection responsibilities.

Fairness and Professional Conduct

We approach every complaint in an open and non-confrontational way. Raising a concern will not affect your right to receive professional cleaning services from us in the future. Our team members are expected to cooperate fully with any investigation and to treat all clients courteously at all times.

Continuous Improvement

Deep Cleaning Putney uses the information gathered from complaints to improve staff training, cleaning procedures, quality checks and communication with customers. Trends or repeated issues are reviewed by management so we can take steps to reduce the likelihood of similar problems arising again.

If You Are Not Satisfied with the Outcome

If you remain unhappy after we have completed our investigation and provided a response, you may request that your complaint is reviewed again by a senior member of our management team. This review will focus on whether our procedure was followed correctly and whether the outcome was reasonable based on the evidence available.

While we cannot guarantee that we will always reach the outcome you prefer, we are committed to dealing with every complaint fairly and with genuine consideration for your experience as a customer of our cleaning services.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective, and consistent with our commitment to service quality and customer care. We may update it to reflect changes in our operations, regulations, or best practice within the cleaning industry.

If you have any questions about this procedure, or if anything in it is unclear, you may contact us for further explanation before or after making a complaint.