Deep Cleaning Barnes Complaints Procedure

Deep Cleaning Barnes is committed to delivering reliable and professional deep cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right and improve our service for the future.

This complaints procedure explains how you can raise a concern about our services, what you can expect from us in response, and the steps we take to resolve matters fairly and efficiently.

Our Approach to Complaints

We view all complaints as an opportunity to learn and improve. Every concern is taken seriously and handled with respect, discretion, and professionalism. Our aims when dealing with a complaint are to:

Listen carefully to what has gone wrong from your perspective.

Investigate the matter thoroughly and impartially.

Respond clearly, promptly, and politely.

Offer a fair resolution where mistakes have been made.

Use your feedback to enhance our deep cleaning processes, staff training, and quality control.

What This Procedure Covers

This procedure applies to complaints related to services carried out by Deep Cleaning Barnes, including deep cleans, end of tenancy cleaning, one-off intensive cleans, and specialist cleaning tasks. It covers issues such as:

Quality of cleaning or missed areas.

Conduct, attitude, or behaviour of cleaning staff.

Adherence to agreed scope of work or schedule.

Damage to property or belongings during a service.

Administrative errors relating to bookings or invoicing.

Concerns about health and safety practices on site.

If your concern relates to something not listed above but connected to our services, this procedure still applies.

How to Make a Complaint

You can raise a complaint in writing or by speaking with us directly. So that we can investigate properly, please provide as much detail as possible, including:

Your full name and the address where the service was provided.

The date and approximate time of the clean.

A clear description of what went wrong or did not meet your expectations.

Any relevant photographs or supporting information you are able to share.

What outcome or resolution you are seeking, if you have something specific in mind.

We encourage you to raise any concerns as soon as you become aware of a problem, ideally within a few days of the service, so that the details are fresh and we can respond quickly.

Stages of Our Complaints Process

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will normally acknowledge receipt within a reasonable period of time, confirming that we have received your complaint and advising you of the next steps.

At this stage, we may contact you to clarify details, ask for additional information, or request photographs to assist with the investigation. Clear communication at the outset helps us to understand the issue and handle it properly.

Stage 2: Investigation

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in delivering the service in question. The investigation may include:

Reviewing your booking details, agreed specification, and checklists.

Speaking with the cleaning operatives or supervisors who attended the property.

Assessing any photographs or evidence you have provided.

Examining our internal quality control records relevant to your booking.

We aim to complete the investigation within a reasonable and practical timeframe. If more time is required, for example due to the complexity of the complaint, we will keep you updated.

Stage 3: Response and Outcome

When the investigation is complete, we will provide you with a clear response setting out:

Our understanding of your complaint.

The steps we took to investigate the matter.

Our findings and whether we consider that service standards were met or fell short.

Any actions we will take to remedy the situation and prevent recurrence.

Where we find that our service has not met our usual standards, we will aim to offer a fair resolution. This may include, as appropriate to the circumstances:

A return visit to address specific cleaning issues.

A partial or full adjustment to your invoice.

Internal staff training or procedural changes.

Any other reasonable action aimed at putting matters right.

Escalating a Complaint

If you are not satisfied with the response you receive at the conclusion of Stage 3, you may request that the complaint is reviewed again at a more senior level within Deep Cleaning Barnes. When doing so, please explain why you remain dissatisfied and what you believe has not been addressed.

The senior review will focus on whether the complaint was handled fairly and thoroughly, and whether the outcome reached was reasonable in light of the evidence. Once this review is complete, we will write to you with our final position.

Timescales and Communication

We aim to handle all complaints promptly. Actual timescales may vary depending on the nature and complexity of the issue, but our general approach is to:

Acknowledge your complaint within a short period.

Carry out a full investigation as quickly as reasonably possible.

Keep you informed if there are any unexpected delays.

Provide you with a clear outcome and explanation.

Throughout the process, we will communicate with you in a respectful and professional manner. We ask that you do the same with our team so that issues can be resolved constructively.

Confidentiality and Data Protection

All complaints are handled confidentially. Information is only shared internally with those who need it to investigate and resolve the matter. We are committed to protecting your personal data and using it solely for the purpose of addressing your complaint and improving our services.

Continuous Improvement

We routinely review complaints and feedback to identify patterns, recurring issues, and opportunities for improvement. This may result in updates to our cleaning checklists, quality control visits, staff training, or customer communication processes. By following this complaints procedure, you help us to maintain and raise the standards of Deep Cleaning Barnes services across our operating area.

If you have any concerns about a recent deep clean or related service, please contact us and allow us the opportunity to investigate and resolve the issue in line with this procedure.