Complaints Procedure for Deep Cleaning Canary Wharf

Deep Cleaning Canary Wharf is committed to delivering reliable, high-quality cleaning services and to resolving any concerns fairly and promptly. This complaints procedure explains how you can raise an issue with us, how we will respond, and the steps we take to prevent problems from recurring.

1. Purpose and Scope

This complaints procedure applies to all clients who use our deep cleaning and related cleaning services. It covers concerns about the standard of cleaning, staff conduct, communication, timings, access, and any aspect of the service we have agreed to provide. We encourage all clients to let us know as soon as possible if something has gone wrong so we can put it right.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction with our services where you expect a response or resolution. Examples include:

Cleaning not completed to the agreed specification or checklist.

Damage or suspected damage occurring during a clean.

Missed or significantly delayed appointments.

Unclear communication about pricing, scope of work, or scheduling.

Concerns about the behaviour or attitude of our cleaning team.

We also welcome general feedback and suggestions for improvement, even where you do not wish to raise a formal complaint.

3. How to Raise a Complaint

You can raise a complaint in writing or verbally. To help us investigate and resolve the matter quickly, please provide:

Your full name and any reference or booking details.

The address where the cleaning took place.

The date and approximate time of the service.

A clear description of what went wrong, including the areas or items affected.

Any supporting details, such as photos or notes, that show the issue.

We recommend raising complaints within 48 hours of the service where possible, especially for deep cleaning where conditions can change quickly after the clean. This timeframe allows us to properly assess the issue and offer appropriate remedies.

4. Our Complaints Handling Stages

Stage 1: Initial Response

Once you raise a complaint, we will acknowledge it and record the details in our internal system. A member of our team will review the information and may contact you for clarification, additional details, or supporting evidence. We aim to provide an initial response within a reasonable timeframe, letting you know we have received your complaint and how we will proceed.

Stage 2: Investigation

We will investigate the complaint by:

Reviewing your booking details, cleaning checklist, and job notes.

Speaking with the cleaning team involved, if applicable.

Reviewing any photos, videos, or written evidence you have provided.

Assessing whether the issue is linked to the agreed scope of work or to other external factors.

Our goal is to understand what happened, whether our standards were met, and how we can resolve the issue fairly.

Stage 3: Outcome and Resolution

After the investigation, we will explain our findings to you and outline any steps we propose to resolve the matter. Depending on the circumstances, resolutions may include:

A complimentary or discounted reclean of specific areas.

A partial or full credit or refund where appropriate.

Guidance or retraining for staff to prevent recurrence.

Adjustments to future bookings, such as updated checklists or service notes.

We will always explain the reasons for our decision and how it relates to the service you booked and our terms.

5. Timeframes for Handling Complaints

We aim to handle all complaints as quickly as reasonably possible. In most cases we will:

Acknowledge your complaint promptly.

Complete our investigation and provide a considered response within a reasonable period, depending on the complexity of the issue and the availability of information.

If we need more time to investigate, we will keep you informed of our progress and let you know when you can expect a full response.

6. Your Responsibilities When Making a Complaint

To help us deal with your complaint effectively, we ask that you:

Provide accurate and complete information about what happened.

Raise concerns as soon as reasonably possible after the service.

Allow us reasonable access to the property where needed to inspect any issues.

Communicate with our team in a respectful and cooperative manner.

This enables us to maintain a constructive dialogue and to focus on finding a fair and practical solution.

7. Fairness and Confidentiality

All complaints are handled confidentially and with respect for your privacy. Information about your complaint is only shared internally with the staff who need it to investigate and resolve the issue. We treat all clients fairly and consistently, and outcomes are based on the facts of each case, our service agreement, and the standards we promote for our cleaning services.

8. Continuous Improvement

We use complaints and feedback as an opportunity to review and improve our services. This may include updating cleaning checklists, refining staff training, improving communication about what is included in a deep clean, or adjusting our booking and quality control processes. Our aim is not only to resolve individual complaints, but also to reduce the likelihood of similar issues occurring again.

9. Limitations and Exclusions

In some circumstances we may not be able to offer certain remedies. For example:

Where issues arise from factors outside our control, such as ongoing building works or pre-existing damage.

Where the complaint is made long after the service and evidence is no longer available.

Where the requested remedy is disproportionate to the issue identified.

Where this happens, we will explain our position clearly and, where possible, suggest practical alternatives or preventive measures for future services.

10. Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and appropriate for the cleaning services we provide. We may update it to reflect changes in our practices, client expectations, or regulatory requirements. The most current version will always apply to new and ongoing complaints.

We value every client who chooses Deep Cleaning Canary Wharf and are committed to resolving any concerns with care, transparency, and professionalism.