Complaints Procedure for Deep Cleaning Bromley

Deep Cleaning Bromley is committed to providing a high standard of professional cleaning services and to dealing fairly and promptly with any concerns that may arise. This complaints procedure explains how you can raise an issue with us, how we will handle your complaint, and the steps we take to resolve matters in a clear and transparent way.

Our Commitment to You

We aim to deliver consistent, reliable cleaning services for homes and businesses. If we fall short of your expectations, we want to know so we can put things right and improve our services. All complaints will be taken seriously and handled with respect, courtesy and confidentiality, in line with this procedure.

We will investigate all complaints thoroughly, respond within reasonable timescales, and ensure any agreed corrective actions are carried out as quickly as possible.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, pricing, or the way we have handled a previous concern. This includes issues relating to:

Quality of cleaning work carried out at your property.

Conduct, behaviour or professionalism of our cleaners or office staff.

Timing of appointments, lateness, missed visits or access issues.

Clarity and accuracy of quotes, invoices or payment arrangements.

Health and safety concerns linked to our work or use of products.

You do not need to use particular wording or formal language for your concern to be treated as a complaint.

How to Make a Complaint

We encourage you to raise any problem as soon as possible so we can investigate while the details are still fresh. You can make a complaint in any of the following ways:

In writing, setting out what happened, when it happened and what outcome you are seeking.

By speaking with our office team, who will record your complaint and pass it to the appropriate person for review.

By speaking to a supervisor or manager during or immediately after a visit, who will ensure your concern is logged formally.

When making a complaint, please provide:

Your full name and service address.

The date and approximate time of the cleaning service.

A clear description of the issue and how it affected you.

Any supporting information such as photos, notes or receipts.

This information helps us investigate quickly and fairly.

Stage One: Initial Review and Response

Once we receive your complaint, we will:

Acknowledge that we have received your complaint and confirm that it is being reviewed.

Log the details in our internal system so we can track progress and outcomes.

Assign a member of our management team to investigate the matter.

We aim to provide an initial response within a reasonable period from receipt. This first response may include requests for more information, clarification of events, or a proposed early resolution if the issue is straightforward.

During this stage, we may:

Speak with the cleaners or staff involved.

Review schedules, job sheets and internal notes.

Ask you for further details or evidence if needed.

Inspect the property again where appropriate, by agreement.

Stage Two: Investigation and Resolution

After the initial review, we will carry out a more detailed investigation where necessary. Once this is complete, we will provide you with a written or clearly recorded outcome setting out:

What we have understood your complaint to be about.

What we found during our investigation.

Any steps we have already taken to address the issue.

Any further actions we propose, including remedies where appropriate.

Possible outcomes may include, as appropriate to the circumstances:

Repeating or rectifying the cleaning service.

Offering a partial or full refund.

Providing a credit against future services.

Offering an apology and explanation.

Reviewing staff training, supervision or internal processes.

We will explain our decisions clearly and aim to reach a fair and reasonable resolution based on the information available.

Stage Three: Escalation

If you are not satisfied with the outcome at Stage Two, you may ask for your complaint to be reviewed by a more senior member of our management team. To do this, please set out why you remain dissatisfied and what you believe would be a fair resolution.

The senior reviewer will:

Reassess the information already gathered.

Consider any new information you provide.

Decide whether the original decision should be upheld, varied or overturned.

Provide a clear final response, explaining the reasons for the decision and any additional steps we will take, if any.

Time Limits and Late Complaints

To help us investigate effectively, we ask that complaints be raised as soon as possible and ideally within a reasonable time of the service taking place. Complaints made after a long delay may be more difficult to assess, but we will still review them and do our best to reach a fair view based on the information available.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information will only be shared internally with those who need it to investigate and resolve the issue. Any personal data you provide will be processed in line with our data protection responsibilities and used only for the purpose of managing your complaint and improving our cleaning services.

Using Complaints to Improve Our Services

We see complaints as an opportunity to learn and improve. Patterns or recurring issues identified through complaints will be reviewed at management level so that we can update training, refine procedures and improve quality control across all properties we service.

Contacting Us About a Complaint

If you have any questions about this complaints procedure or wish to discuss an ongoing complaint, please contact our office and quote any reference we have given you. This helps us locate your records quickly and provide an informed update on progress.

Deep Cleaning Bromley values your feedback and the trust you place in our team. We are committed to resolving complaints fairly and using your experience to maintain and enhance the standard of our cleaning services.