Complaints Procedure
Deep Cleaning Kingston Complaints Procedure
Deep Cleaning Kingston is committed to providing reliable, high quality deep cleaning services. We take all feedback seriously and view complaints as an opportunity to review and improve our work. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we work to resolve issues fairly and promptly.
Purpose of This Complaints Procedure
The purpose of this procedure is to give clients a clear, simple way to tell us when something has gone wrong. It covers complaints about our cleaning services, our staff, our communication, and any aspect of your experience with Deep Cleaning Kingston. We handle all complaints confidentially, respectfully and without discrimination.
What We Class as a Complaint
A complaint is any expression of dissatisfaction with our cleaning services or the way we have handled a situation, whether it is made verbally or in writing. Examples include concerns about the quality or thoroughness of a clean, timekeeping and attendance issues, conduct or behaviour of cleaning staff, damage to property, invoicing and payment concerns, or how a previous query or issue was managed.
Raising a Complaint
If you are unhappy with any part of our service, you should tell us as soon as possible so we can investigate and put things right. You can raise a complaint in person to a member of our team, in writing to our office, or through any usual communication channel you use with us. When raising a complaint, please provide your name, service address, date of the clean or incident, a clear description of what went wrong, and what outcome you are seeking if you have a preference.
Complaints Timescales
To help us investigate effectively, we ask that complaints about a specific cleaning visit are raised within a reasonable time of the service, ideally within 48 hours wherever possible. This allows us to review the work carried out and speak with any staff involved while details are still clear. We will still consider complaints made after this, but it may be more difficult to verify certain issues.
How We Handle Your Complaint
Once we receive your complaint, we aim to acknowledge it promptly. We will then review the information you have provided and may contact you to clarify details. Our investigation may include speaking with the cleaning operatives or supervisors involved, checking job notes and schedules, and, where relevant, arranging a site visit to see the issue first-hand.
We aim to provide a full response as soon as is reasonably possible, taking into account the complexity of the matter. If we cannot resolve your complaint quickly, we will keep you updated on progress and let you know when you can expect a more detailed reply.
Our Approach to Resolution
Deep Cleaning Kingston focuses on resolving complaints in a fair, practical and proportionate way. Depending on the nature of the issue, our response may include an explanation of what happened and why, an apology where we have fallen short of our standards, corrective action such as a re-clean of affected areas, steps to prevent a recurrence, or, where appropriate, a partial or full adjustment to charges.
We will clearly explain the outcome of our investigation and the reasons for any decisions made. If we agree that we have made a mistake or not delivered our service as promised, we will take reasonable steps to put matters right.
Escalating Your Complaint
If you feel that your complaint has not been resolved satisfactorily at the first stage, you can ask for it to be escalated. Your complaint will then be reviewed by a senior member of our management team who was not directly involved in the original handling. They will reconsider the information, review how the complaint was managed, and decide whether any further action is required.
We will inform you of the outcome of this review and explain any additional steps we will take. This internal escalation is intended to ensure your concerns are given full and independent consideration within our company.
Complaints Involving Property Damage
Where a complaint involves possible damage to property or belongings during a clean, it is important that you inform us as soon as you become aware of the issue. Do not dispose of or repair any damaged items before we have had an opportunity to inspect them or request images. We will assess the circumstances carefully and, if appropriate, follow our internal process for addressing damage claims in line with our terms and conditions.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information provided as part of a complaint will be shared only with those who need it to investigate and resolve the issue. We manage all personal data in accordance with our data protection obligations and retain complaint records only for as long as necessary for legal, regulatory or operational reasons.
Our Commitment to Continuous Improvement
We record and review complaints to identify recurring issues, trends and opportunities to improve the way we deliver deep cleaning services. This may include additional staff training, updates to our cleaning checklists, changes to supervision practices, or refinements to our customer communication. Your feedback helps us maintain high standards and provide a consistently reliable service across our operating area.
Fair Treatment and No Detriment
You will not be treated less favourably for raising a complaint in good faith. Our team is trained to handle concerns professionally and courteously. We encourage open communication and aim to build long term relationships with clients based on trust, transparency and accountability.
Review of This Procedure
Deep Cleaning Kingston keeps this complaints procedure under regular review to ensure it remains clear, effective and aligned with best practice in the cleaning industry. Updates may be made to reflect operational changes, legal requirements, or feedback from clients and staff. The version published here is the current procedure we follow when dealing with complaints.
