Deep Cleaning Sutton Complaints Procedure

This complaints procedure explains how customers can raise concerns about the services provided by Deep Cleaning Sutton and how those concerns will be handled. We aim to resolve all issues quickly, fairly, and transparently, and to use feedback to continually improve our cleaning services.

Our Commitment to Customers

Deep Cleaning Sutton is committed to delivering high standards of professional cleaning and customer care. If we fall short of your expectations, we want to know about it. Every complaint is treated seriously, handled confidentially, and reviewed in line with this procedure. We aim to resolve most concerns informally in the first instance, but we also provide a clear formal process if needed.

Scope of This Complaints Procedure

This procedure covers complaints about any cleaning service provided by Deep Cleaning Sutton, including one-off deep cleans, regular domestic cleaning, end of tenancy cleaning, carpet and upholstery cleaning, and specialist cleaning services. It applies to all customers who have booked or received a service from us, whether directly or through a third party.

This procedure does not cover employment disputes, staff grievances, or matters relating to third-party companies not managed by Deep Cleaning Sutton. Those issues will be handled under separate internal processes.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where a customer expects a response. Examples include:

Service quality that does not meet what was agreed or reasonably expected.

Damage to property or belongings allegedly caused during our work.

Missed appointments, lateness, or inadequate time spent on site.

Concerns about the conduct, attitude, or professionalism of our cleaners.

Issues with booking, invoicing, or how your enquiry was managed.

We encourage customers to raise any concern, even if it seems minor, so we can address it promptly.

How to Make a Complaint

You can make a complaint in any of the following ways:

Verbally to the cleaning team leader on the day of service, where possible.

Verbally to our office or management team during working hours.

In writing, providing your name, service address, date of the clean, and a clear description of the issue.

Where practical, please raise your complaint within 48 hours of the cleaning visit. This helps us investigate thoroughly, review cleaning results while they are still recent, and speak with the team that attended your property.

Information We Need From You

To investigate and resolve your complaint efficiently, we ask that you provide:

Your full name and the service address.

The date and approximate time of the cleaning service.

Details of the type of cleaning booked.

A clear description of what went wrong and which areas or items are affected.

Any relevant supporting information, such as photographs or notes.

The outcome you are seeking, for example a re-clean, explanation, or other resolution.

Providing complete information from the outset allows us to assess the situation quickly and respond more effectively.

Our Complaints Handling Process

We aim to handle every complaint in a consistent, fair, and timely manner. Our process usually follows these stages:

1. Acknowledgement: We will acknowledge your complaint as soon as reasonably possible. If you raise it verbally, we will confirm that it has been logged. If you raise it in writing, we will confirm that it has been received and is under review.

2. Initial Assessment: A member of our management team will review the details of your complaint, the service booked, and any internal notes or reports from the cleaning team.

3. Investigation: We may contact you to clarify details, request further information, or obtain photographs where appropriate. We may also speak to the cleaners who attended, review checklists, and examine any relevant internal records.

4. Findings and Response: Once the investigation is complete, we will contact you with our findings. We will explain what we believe went wrong, where applicable, and what we propose as a resolution.

Timescales for Response

We aim to provide an initial response to complaints as quickly as possible. Where a matter is straightforward, we may be able to resolve it immediately or within a short period. More complex complaints, particularly those involving alleged damage, may require additional time for a thorough review.

If we cannot give a full response within a reasonable period, we will aim to keep you informed of progress until the investigation is complete.

Possible Outcomes and Resolutions

Depending on the nature and findings of the complaint, potential resolutions may include:

A re-clean of specific areas or the full property, where appropriate.

Practical steps to correct or improve the service.

An explanation or clarification where misunderstanding has occurred.

Internal training or process changes to prevent recurrence.

Any goodwill gesture or other outcome considered proportionate to the issue.

All resolutions are assessed on a case-by-case basis, taking into account the service booked, the terms agreed, and the evidence available.

Complaints About Damage

If your complaint relates to alleged damage to property or belongings, please notify us as soon as possible and stop using any affected item until we have had the chance to review the matter. We may ask for photographs, purchase information, or access to the site to assess the situation. We will then consider the circumstances, our procedures, and any relevant evidence before reaching a decision.

Escalating Your Complaint

If you are not satisfied with the initial response, you may request that your complaint be reviewed by a more senior member of the management team. They will re-examine the details of the case, including any new information you wish to provide, and issue a further response.

Once this review is complete, we will confirm our final position. While we aim to reach an outcome that is acceptable to you, there may be occasions where our decision differs from your desired resolution. In all cases, we will explain the reasons for our decision as clearly as possible.

Confidentiality and Data Protection

All complaints are handled in confidence. Information relating to your complaint will be shared only with staff who need it in order to investigate, respond, or improve our services. We will handle your personal data in line with our data protection responsibilities and only for the purposes of managing your complaint and our ongoing relationship with you.

Continuous Improvement

Deep Cleaning Sutton values feedback as a key part of improving our deep cleaning and related services. All complaints are recorded and reviewed periodically to identify trends, training needs, and opportunities to enhance the reliability and quality of our work. By following this complaints procedure, we aim not only to resolve individual issues but also to raise overall standards for all our customers.