Complaints Procedure for Deep Cleaning Highbury
Deep Cleaning Highbury is committed to providing reliable, high quality cleaning services. We recognise that, on occasion, things may not go as expected. When this happens, we want to hear from you so we can put things right quickly and learn from any issues. This complaints procedure explains how to raise a concern, how we will respond, and the steps we will take to resolve matters fairly and consistently.
Our Commitment to Handling Complaints
We aim to make our complaints process clear, accessible and straightforward. Every complaint is taken seriously and will be handled professionally, without bias or discrimination. We will always seek to:
Listen carefully to your concerns and understand what went wrong from your perspective.
Acknowledge your complaint promptly and keep you informed of progress.
Investigate thoroughly, based on facts and evidence.
Provide a clear response outlining what we have found and how we will resolve the issue.
Use feedback to improve our cleaning services, staff training and internal procedures.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, staff conduct, quality of work, communication, or how we have applied our policies, where you would like a response or resolution. You do not need to use any specific wording for it to be treated as a complaint.
How to Raise a Complaint
You can raise a complaint using any normal communication method that you use with us. When you contact us, please provide as much detail as possible to help us understand the issue, including:
Your name and, where relevant, the property address where the service was carried out.
The date and approximate time of the service, and which service you booked, for example a one-off deep clean or end of tenancy clean.
A clear description of what went wrong or what you are dissatisfied with.
Details of any previous attempts to resolve the issue with our team.
What outcome or resolution you are seeking, for example a re-clean of specific areas or a review of charges.
Timescales for Raising a Complaint
To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the cleaning service has taken place. Where the complaint relates to the quality or completeness of cleaning work, we recommend contacting us within 48 hours of the service so we can review the property condition while it still reflects our work.
Complaints raised later will still be considered, but our ability to investigate and verify the issues may be reduced, especially if further cleaning or occupancy changes have taken place.
What Happens After You Make a Complaint
When you raise a complaint, our process will generally follow these stages.
Initial acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we may resolve straightforward matters immediately.
Review and investigation: A manager or senior member of staff will review the details of your complaint. This may include speaking with the cleaning team, checking schedules and job notes, and considering any photos or evidence you provide.
Request for further information: If we need more detail to understand the situation, we may contact you to clarify points, request photographs, or arrange a follow-up visit.
Outcome and response: Once the investigation is complete, we will provide you with a clear response, explaining what we have found and any steps we will take to resolve the matter.
Possible Outcomes and Resolutions
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following resolutions, where appropriate:
Re-cleaning of specific areas of the property that did not meet the agreed standard.
Partial or full refund, where justified by the findings of our review.
Goodwill gesture, such as a discount on a future service, particularly where inconvenience has been caused.
Clarification of our terms, procedures or limitations, where a misunderstanding has occurred.
Staff training or process changes to prevent a recurrence of similar issues.
Escalating Your Complaint
If you are not satisfied with the outcome or how your complaint has been handled, you can ask for a further review. In this case, your complaint will be considered at a higher management level. The review will focus on whether the complaint was handled fairly, whether all relevant information was considered, and whether the resolution is reasonable in the circumstances.
When asking for escalation, please explain why you are unhappy with the initial response and what you believe would be a fair outcome. We will then reassess your complaint and issue a final response.
Unreasonable or Vexatious Complaints
We are committed to dealing with all complaints fairly, but we reserve the right to limit or end communication where a complainant behaves in a threatening, abusive or excessively persistent manner, or where complaints are clearly unfounded or malicious. Any such decisions will be taken seriously and only as a last resort, while ensuring that legitimate concerns remain fully addressed.
Confidentiality and Data Handling
All complaints will be handled confidentially and in line with applicable data protection principles. Information will only be shared internally with those who need it to investigate and respond. We retain complaint records for an appropriate period so we can monitor service quality and identify areas for improvement.
Using Complaints to Improve Our Services
Feedback, including complaints, helps Deep Cleaning Highbury to maintain and raise standards across our services. We review complaints regularly to identify patterns, training needs and process improvements. By telling us when something has gone wrong, you help us provide a better, more reliable cleaning experience for all our customers.
This complaints procedure is designed to be transparent and easy to follow. If anything is unclear or you need help using this process, please let us know and we will do our best to assist you.
