Complaints Procedure for Deep Cleaning Belsize Park

This Complaints Procedure explains how you can raise a concern about our deep cleaning services and how we will handle your complaint. It applies to all residential and commercial clients using our cleaning services in Belsize Park and the surrounding area.

Our Commitment to Resolving Complaints

We aim to provide reliable, high quality deep cleaning on every visit. If we fall short of your expectations, we want to know. Complaints are treated seriously, investigated promptly, and used to improve our services and staff training.

We encourage you to raise any issue as soon as possible so that we can resolve it quickly and fairly.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, scheduling, pricing clarity, or communication, where you would like a response or resolution.

Examples include:

Areas missed or not cleaned to an agreed standard during a deep clean
Damage to property alleged to have occurred during a visit
Cleaners arriving significantly late or leaving early without agreement
Behaviour you consider unprofessional, disrespectful, or unsafe
Unexpected charges or confusion about your quotation or invoice
Poor communication before or after your appointment

How to Make a Complaint

You may make a complaint in writing or verbally. Written complaints are preferred as they help us understand the issue clearly and record the details accurately.

When making a complaint, please provide:

Your full name
The service address
The date and approximate time of the clean
The type of cleaning service booked, for example deep cleaning or end of tenancy
A clear description of what went wrong
Any photos or notes that may help explain the issue
How you would ideally like the matter to be resolved

We recommend that you submit your complaint as soon as reasonably possible, and ideally within 7 days of the cleaning visit, so that we can investigate while the details are still fresh.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it. Where you provide contact details, we will confirm that we have received your complaint and advise who will be dealing with it.

We aim to acknowledge complaints within 2 working days.

Stage 2: Investigation

Your complaint will be investigated by a senior member of our team who was not directly involved in the original service where possible. They may:

Review the booking details and service notes
Speak with the cleaners who attended the property
Request further information or photos from you
Review any relevant policies or checklists for the service

We aim to complete our investigation and provide a full response within 10 working days of acknowledgment. If more time is needed due to the complexity of the issue, we will let you know and give a revised timeframe.

Stage 3: Response and Resolution

Once the investigation is complete, we will provide you with a clear response. This will usually include:

A summary of your complaint
What we have found after investigating
Any action we have already taken
Any proposed resolution

Depending on the circumstances, possible resolutions may include:

A follow up visit to re-clean specific areas
Partial or full refund where appropriate
Service credit for use on a future clean
An apology and assurance that steps have been taken to prevent recurrence
Staff retraining or changes to our procedures

If You Are Not Satisfied With the Outcome

If you are unhappy with our Stage 3 response, you may ask for the complaint to be reviewed again by a senior manager. Please explain why you are dissatisfied and what outcome you are seeking.

The senior manager will review the initial investigation, consider any new information you provide, and issue a final response. This is the final stage of our internal complaints procedure.

Time Limits and Fair Use

We ask that complaints are made within a reasonable time of the service taking place. While we will consider complaints raised later than 7 days after the clean, it may be more difficult to investigate and verify details.

We treat all clients with respect throughout the complaints process and expect the same courtesy towards our staff. We may refuse to engage further where behaviour is abusive, threatening, or unreasonable.

Recording and Using Complaints

We record all formal complaints and how they are resolved. This information is monitored to help us identify patterns or recurring issues, such as particular aspects of deep cleaning work or specific time slots, so that we can make improvements.

Complaints information is kept securely and handled in line with our data and privacy obligations. It is used only for managing your complaint, training our staff, and improving our cleaning services.

Emergency or Health and Safety Concerns

If your complaint involves an immediate health and safety risk, such as a serious spillage, blocked exit, or damage that could cause injury, please make this clear when you contact us. We will prioritise any complaint that is potentially hazardous and take appropriate action as quickly as possible.

Continuous Improvement of Our Cleaning Services

Your feedback, including complaints, plays a vital role in helping us maintain and improve our deep cleaning standards across Belsize Park and neighbouring areas. We review this procedure regularly to ensure it remains fair, transparent, and effective for our customers.

By booking a service with us, you agree that any complaint will be handled in line with this Complaints Procedure. This does not affect any statutory rights you may have under applicable law.