Deep Deep Cleaning Complaints Procedure

Deep Deep Cleaning is committed to delivering reliable, high quality cleaning services to all customers. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern, how we will respond, the timescales we aim to follow, and what you can expect at every stage. Our aim is always to deal with complaints fairly, consistently and as quickly as is reasonably possible.

Purpose and Scope of This Procedure

This procedure covers complaints about any aspect of Deep Deep Cleaning services, including domestic cleaning, commercial cleaning, end of tenancy work and one off specialist cleans. It applies whether you are a regular client, a new customer or a one time user of our services.

A complaint is any expression of dissatisfaction about our service, conduct, communication, or how we have handled a previous concern. We use complaints as an opportunity to investigate, resolve issues and improve the way we work.

How to Make a Complaint

You can raise a complaint verbally or in writing, whichever is more convenient for you. When submitting your complaint, please provide as much detail as possible so that we can understand and investigate the issue efficiently. The following information is especially helpful.

Your full name and the address where we provided the cleaning service. The date and approximate time of the clean or the incident you are complaining about. A clear description of what went wrong or what you are dissatisfied with. Any relevant information such as the room or area affected, the type of clean booked, or the staff involved. Any photographs or notes you have taken to show the problem, particularly for issues related to cleanliness or alleged damage.

If you raise a concern during or immediately after a clean, you may speak directly with the cleaning team on site. Wherever possible, they will attempt to resolve the matter straight away. However, if the issue cannot be resolved on the spot, or if you prefer not to speak with the team, the matter will be handled through this formal complaints procedure.

Time Limits for Making a Complaint

We encourage customers to report concerns as soon as possible. For issues relating to the quality of cleaning, we ask that you notify us ideally within twenty four hours of the service so we can inspect the area while conditions are still similar. For other matters, such as billing, communication or conduct, please contact us as soon as you become aware of a problem. Complaints raised after a long delay may be harder to investigate fully, but we will always do our best to review the circumstances fairly.

What Happens After You Make a Complaint

Once we receive your complaint, we will record the details in our internal tracking system. This allows us to monitor progress, keep a clear record of what has happened and review any patterns over time that may indicate areas for improvement.

A designated member of the Deep Deep Cleaning management team will take responsibility for your case. This ensures that your complaint is taken seriously and that there is someone clearly accountable for the investigation and response.

Acknowledgement and Initial Response

We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your concerns and, where appropriate, may ask for any additional information that will help us understand the situation more clearly.

We will also explain the next steps in the process, including whether we need to speak with the cleaning staff involved, review schedules or inspect the property, and confirm the approximate timescale for a full response.

Investigation of Your Complaint

The investigation stage is designed to be fair, thorough and objective. Depending on the nature of your complaint, we may take some or all of the following steps.

Review our booking system, notes and any previous communications relating to your service. Speak with the cleaning operatives or supervisors involved to obtain their account. Where feasible and appropriate, arrange a visit or request photographs to verify the reported issue. Examine any relevant procedures or checklists used during your clean. Consider whether there were any exceptional circumstances that may have affected the service.

Throughout the investigation we aim to keep you informed, especially if we require more time or further clarification from you.

Outcome and Resolution

When the investigation is complete, we will explain our findings and the outcome of your complaint. Where we conclude that our service has fallen below the standards we set for Deep Deep Cleaning, we will offer an appropriate remedy. This may include, for example, re cleaning specific areas, partial or full adjustment to your invoice where appropriate, or other practical steps designed to put matters right.

If we find that the service was delivered in line with our agreed terms and reasonable standards, we will explain how we reached that conclusion. Even when a complaint is not upheld, we still consider whether any learning or improvements are possible.

Escalating Your Complaint

If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed by a more senior member of the Deep Deep Cleaning management team. When requesting an escalation, please explain why you are unhappy with the first decision and what outcome you are seeking. The review will focus on whether the investigation was conducted fairly and whether the response was reasonable in light of the information available.

After the review, we will provide a final response, outlining any changes to the original decision or confirming that the outcome remains the same.

Our Commitment to Fairness and Improvement

Deep Deep Cleaning treats all complaints confidentially and with respect. We will never treat you differently or reduce the level of service you receive because you have raised a concern. Feedback received through complaints is used to improve staff training, refine our cleaning methods and enhance communication with customers.

By following this complaints procedure, we aim to resolve issues promptly, restore your confidence in our services and continue building long term relationships based on trust, reliability and attention to detail.