Complaints Procedure for Deep Cleaning Ealing

Deep Cleaning Ealing is committed to delivering reliable, high-quality cleaning services. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.

Our Commitment to You

We aim to provide a professional, consistent and respectful service to all customers. When something goes wrong, we want to know about it so we can put it right and prevent it from happening again. Every complaint is taken seriously, handled fairly and used as an opportunity to improve our deep cleaning services.

We will always aim to:

Listen carefully to your concerns, treat you with courtesy and respect, investigate what happened, explain our findings in plain language, and offer a fair and reasonable resolution where your complaint is upheld.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have managed a particular booking or enquiry. Examples include issues with the quality of cleaning, missed or incomplete tasks, damage to property allegedly caused during a visit, conduct or attitude of a cleaner, delays or cancellations, inaccurate information about services, or administrative or billing errors.

If you are unsure whether your concern is a complaint, please raise it with us and we will guide you on the most appropriate way forward.

How to Make a Complaint

You can raise a complaint with Deep Cleaning Ealing in writing or verbally. We recommend that you submit your complaint in writing wherever possible so that there is a clear record of the issues and dates involved. When making a complaint, please include your full name, the address where the service took place, the date and approximate time of the booking, a clear description of what went wrong, any relevant photographs or notes, and what outcome you are seeking, if you have a particular resolution in mind.

We encourage you to contact us as soon as possible after the issue occurs. Reporting concerns promptly helps us investigate more effectively and respond more quickly.

Timescales for Acknowledgement and Response

We aim to acknowledge your complaint within a reasonable timeframe of receiving it. In most cases, we will provide a full response after a careful review of your concerns. If we need more time to investigate, for example where several staff members need to be consulted or where property damage is alleged, we will let you know and provide an updated timescale for our final response.

How We Investigate Complaints

Once we receive your complaint, we follow a structured process to ensure it is handled consistently and fairly. We will review the details you have provided and, where necessary, request further information or clarification. We will consult any cleaning staff or managers involved in the booking, review relevant notes, schedules or checklists relating to the service, consider any photographs, messages or other evidence supplied, and assess whether our usual standards and procedures were followed.

Our investigation is focused on understanding what happened, identifying whether we fell short of our standards, and deciding what we need to do to resolve the matter and prevent a recurrence.

Our Response and Possible Outcomes

When our investigation is complete, we will provide you with a clear and concise response. We will summarise the concerns you raised, explain what we have found, and confirm any actions we will take as a result. Depending on the nature and outcome of the complaint, possible resolutions may include a sincere apology and explanation, corrective actions such as sending a cleaner back to complete or rectify work where appropriate, internal training or procedural changes, or other reasonable remedies considered on a case-by-case basis.

Where a complaint is not upheld, we will explain the reasons for our decision and any evidence we have taken into account.

If You Are Not Satisfied with the Outcome

If you remain unhappy after receiving our response, you may ask for your complaint to be reviewed again. In doing so, please explain why you feel the outcome is not fair or complete, provide any additional information you believe we should consider, and clearly state what you are seeking as a resolution.

We will arrange for a further review, where practicable by a different member of the management team. After this review, we will write to you again with our final position on your complaint.

Complaints Involving Damage or Health and Safety

Complaints that involve alleged damage to property or health and safety concerns will be handled with particular care. We may ask you for additional details, such as photographs of the damage or a description of any safety risk you believe occurred. We may also request access to the property to inspect any alleged damage. In some cases, we may need to involve insurers or follow additional internal procedures. Where relevant, we will keep you updated on progress and any longer timescales involved.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and resolve your complaint. We will handle your personal data in accordance with applicable data protection requirements, and we will retain complaint records only for as long as is necessary for legal, regulatory or operational purposes.

Using Feedback to Improve Our Services

We review complaints regularly to identify broader patterns or areas where our deep cleaning services can be improved. This may lead to changes in staff training, supervision, checklists, equipment or procedures. Your feedback, whether positive or negative, helps us to refine how we work and maintain a dependable cleaning service for all customers.

Updates to This Complaints Procedure

Deep Cleaning Ealing may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice. Any updated version will replace earlier versions and will apply to new complaints from the date it is published.