Oven Cleaning Hammersmith Complaints Procedure

This Complaints Procedure explains how customers of Oven Cleaning Hammersmith can raise concerns about our oven cleaning and related domestic cleaning services, and how we will handle those concerns. Our aim is to resolve issues quickly, fairly and transparently, while using all feedback to improve our services across the local area we cover.

Our Commitment to Customers

We are committed to providing reliable, professional and safe oven cleaning. If something goes wrong, we want to know about it. We take every complaint seriously and treat all customers respectfully throughout the process. We will listen carefully, investigate thoroughly and respond as promptly as possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or conduct, whether it is justified or not. This may include, but is not limited to:

1. Concerns about the quality of cleaning carried out in your property.
2. Damage to property or belongings during a visit.
3. Missed or delayed appointments and timekeeping issues.
4. Behaviour, attitude or communication of our cleaners or office staff.
5. Health and safety concerns linked to our work or products used.
6. Problems with booking, pricing or payment arrangements.

We encourage customers to raise any issue as soon as possible so that we can put it right without delay.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are generally easier for us to track and respond to fully. You may contact us using the usual methods you use to make bookings or enquiries. When raising a complaint, please provide:

1. Your full name and the address where the service took place.
2. The date and approximate time of the service or incident.
3. A clear description of what went wrong and how it has affected you.
4. Any supporting information, such as photographs, if damage is involved.
5. Details of how you would like us to resolve the matter, if you have a preferred outcome.

If you raise a concern directly with the cleaner during or immediately after the visit, we still ask that you contact our office to ensure your complaint is properly logged and followed up.

Timescales for Raising a Complaint

To help us investigate effectively, please raise any complaint as soon as you notice the issue. For cleaning quality concerns, we ask that you contact us within 48 hours of the service, wherever possible. For damage or more serious issues, please contact us as soon as is reasonably practical. Complaints raised after a long delay may be more difficult to investigate fully, but we will still review the information you provide and respond.

How We Handle Your Complaint

Once we receive your complaint, we will follow these steps:

1. Acknowledgement: We will acknowledge your complaint and confirm that it has been logged for investigation. Where possible, we aim to do this within two working days of receipt.
2. Initial Review: We will review the details you have provided, along with any internal records such as booking notes, job sheets and staff reports.
3. Investigation: Where necessary, we may contact you to obtain further information. We may also speak with the cleaner or team who attended your property. Our aim is to understand what happened and why.
4. Outcome and Response: Once the investigation is complete, we will explain our findings and any actions we propose to take. We aim to provide a full response within ten working days of acknowledging your complaint. If it will take longer, we will let you know and explain the reason for the delay.

Possible Outcomes and Remedies

Depending on the nature and outcome of our investigation, we may offer one or more of the following remedies where appropriate:

1. An apology and explanation of what went wrong.
2. A corrective re-clean of the affected area, subject to access and reasonable conditions.
3. A partial or full refund of the cleaning charge, where justified by the circumstances.
4. Contribution to repair or replacement costs where damage has been clearly caused by our actions and supported by evidence.
5. Internal changes to our procedures, training or supervision to prevent similar issues in future.

We will always seek a fair and reasonable outcome, taking into account the evidence available and any relevant terms agreed before the service.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a more senior member of our management team. Please clearly state the reasons why you remain dissatisfied and what outcome you are seeking. We will carry out a further review of your case and respond with our final position. This will normally be completed within ten working days of your escalation request.

Recording and Using Complaint Data

All complaints are recorded in our internal systems. We review complaint data regularly to identify patterns, recurring issues and opportunities to improve how we deliver oven cleaning services. These reviews help us refine staff training, update our methods and maintain consistent quality for customers across the area we serve.

Privacy and Confidentiality

We treat all complaints and related information in line with our privacy practices. Details of your complaint will only be shared with staff involved in handling or investigating the matter, or where required by law or for insurance purposes. We expect customers to provide information that is accurate, honest and respectful, and we will always respond in the same spirit.

Unreasonable or Abusive Behaviour

We understand that complaints can arise when customers are disappointed or upset. Our team will always remain polite and professional. However, we do not tolerate threatening, abusive or discriminatory language or behaviour towards our staff. In serious cases, we may restrict communication to written channels or, if necessary, cease to provide services.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any significant changes will apply to future complaints and will be reflected in the latest version published by Oven Cleaning Hammersmith.