Complaints Procedure

Deep Cleaning Merton Complaints Procedure

Deep Cleaning Merton is committed to delivering reliable, high quality cleaning services and maintaining strong relationships with our clients. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at every stage.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to put things right and to improve our services. Our aims when dealing with a complaint are to listen carefully, respond promptly, act fairly and transparently, and resolve matters wherever possible to your satisfaction. We also review complaint outcomes to identify any patterns or areas where staff training or changes to our processes may be required.

What This Procedure Covers

This procedure applies to complaints relating to our cleaning services, including deep cleans, one off visits, regular domestic or commercial cleaning, end of tenancy cleaning, and specialist cleaning work. It covers issues such as quality of cleaning, conduct or behaviour of cleaners, timing or reliability of appointments, health and safety concerns, and administrative or billing errors.

This procedure does not cover matters that are being dealt with by insurance providers, legal claims, or issues outside the scope of our services. In such cases, we will explain which process applies and provide as much guidance as reasonably possible.

Raising a Complaint

You should raise your complaint as soon as possible after the issue arises so that we can investigate promptly. Providing clear and detailed information will help us to understand and resolve your concern more effectively. When making a complaint, please include your full name, details of the property or site where the service was carried out, the date and time of the service, a clear description of the problem, and any relevant supporting information such as photographs or notes.

Complaints can be made verbally or in writing. If you make a verbal complaint, we may ask to confirm the details in writing so that there is a clear record of what has been reported. If you need assistance with setting out your complaint, we will endeavour to support you.

Stage 1: Initial Resolution

In the first instance, complaints are usually handled by a supervisor or office-based coordinator. Our goal at this stage is to resolve the issue quickly and informally where possible. We will acknowledge your complaint, usually within two working days of receiving it. We may contact you for further information or to clarify any points you have raised.

We will review the details of the booking, speak with the staff involved where appropriate, and consider any evidence you have provided. Depending on the nature of the complaint, we may offer a range of solutions such as arranging a re clean, adjusting future service instructions, providing additional supervision on future visits, or issuing a partial or full refund where justified.

We aim to provide a response and proposed resolution within ten working days at this stage. If the matter is more complex and requires additional time, we will inform you and provide an updated timeframe.

Stage 2: Escalation and Formal Review

If you are not satisfied with the outcome at Stage 1, you may request that your complaint is escalated for a formal review. You should set out why you remain dissatisfied and what outcome you are seeking. A manager who was not directly responsible for the original service will normally carry out the review to ensure impartiality.

During this stage, we will re examine all relevant information, including notes from Stage 1, staff statements and any additional evidence you wish to provide. We may contact you to discuss your complaint in more detail. We aim to complete this review and provide a written response within fifteen working days. Our response will summarise the complaint, explain the findings of our investigation, set out our decision, and outline any further actions we will take.

Stage 3: Final Position

If, after the Stage 2 review, you remain dissatisfied, you may request that the matter is referred to senior management for a final position. At this point we will confirm whether there is any further internal step available or whether we have reached the end of our complaints process. We will also provide information on any external options that may be available to you, such as independent advice or alternative dispute resolution, if applicable to your circumstances.

Time Limits and Historic Complaints

To enable a fair and thorough investigation, we ask that complaints are raised within a reasonable time of the issue occurring, ideally within one month of the service date. We may be unable to investigate complaints made significantly later if records are no longer available or if staff members have changed. However, where possible, we will still review concerns and provide an explanation or general feedback.

Confidentiality and Data Protection

All complaints are handled confidentially and in line with our obligations under data protection law. Information relating to your complaint will only be shared with staff who need it to investigate and resolve the matter. We will store complaint records securely and retain them only for as long as necessary for legitimate business and legal purposes.

Unreasonable or Persistent Complaints

We aim to treat all clients with respect and expect the same in return. While we are committed to resolving complaints fairly, we reserve the right to restrict or cease communication where behaviour becomes abusive, threatening, or unreasonably persistent. This may include limiting contact to a single communication channel or, in extreme cases, bringing the relationship to an end. Any such decision will be taken carefully and communicated clearly.

Learning from Complaints

Complaints provide valuable feedback that helps us refine our services throughout our service area. We review complaint data regularly to identify trends, address recurring issues, and improve staff training and operational procedures. Our goal is to reduce the likelihood of similar issues arising in the future and to continually enhance the quality and reliability of our cleaning services.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Updated versions may be issued to reflect changes in our operations, industry standards, or legal requirements. The current version applies to all complaints received by Deep Cleaning Merton from the date of publication.