Oven Cleaning Clapham Complaints Procedure

This complaints procedure explains how Oven Cleaning Clapham handles concerns and complaints about our oven cleaning and related domestic cleaning services. Our aim is to resolve any issues quickly, fairly and transparently, while continually improving the quality, safety and reliability of our work.

We treat all complaints seriously, whether they relate to the standard of cleaning, conduct of staff, scheduling, access to your property, or any aspect of our customer service. Using this procedure will not affect your statutory rights.

1. Purpose and Scope

This procedure applies to all customers who use our cleaning services, including one off oven cleans, regular domestic cleans, end of tenancy work and specialist appliance cleaning. It explains how to:

Raise a complaint with us
What information we need from you
How and when we will respond
How we will work with you to reach a resolution
How to escalate your complaint if you are not satisfied with the outcome

We welcome feedback, both positive and negative, as it helps us maintain professional standards and identify training or process improvements.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they were delivered, where you would like a response or resolution. Examples include:

The oven, hob, extractor or other appliance was not cleaned to the agreed standard
Damage is alleged to have occurred during a clean
Our cleaners arrived late or within the wrong time window
Our staff behaved in a way you consider unprofessional
There were issues with booking, billing or communication
Health and safety concerns during the visit

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We will advise you and treat it appropriately.

3. How to Make a Complaint

You can make a complaint using any written method. Please provide as much information as possible so we can investigate thoroughly and respond promptly. When raising a complaint, include where possible:

Your full name
The property address where the cleaning took place
The date and approximate time of the service
A clear description of what went wrong
Any photos, videos or supporting documents that illustrate the issue
What you feel would be a fair resolution

If you wish to complain on behalf of someone else, please ensure you have their permission and provide their details as well as your own. We may need to verify this for confidentiality reasons.

4. Our Approach to Handling Complaints

We are committed to handling complaints in a way that is:

Timely we aim to respond quickly and keep you informed
Fair we will listen to all sides and assess the facts
Respectful we will treat you and your property with courtesy at all times
Confidential we will only share details internally on a need to know basis
Transparent we will explain our findings, decisions and any actions we plan to take

We do not tolerate abusive, threatening or discriminatory behaviour towards our staff. In such cases we may end communication, but we will still record the incident and any relevant service concerns.

5. Timescales for Response

We aim to adhere to the following timescales:

Acknowledgement We will normally acknowledge your complaint within three working days of receiving it.

Initial review We will complete an initial review within seven working days. During this time, we may contact you to request further information, images or clarification.

Full response For straightforward matters, we aim to provide a full written response within 14 working days. Complex issues that require further investigation or site visits may take longer, but we will keep you updated on progress and expected timeframes.

If you raise your concern immediately after a clean, we may offer to send a cleaner back to inspect and, where appropriate, rectify issues at the earliest convenient time.

6. Investigation and Evidence

When investigating a complaint we may:

Review the booking details and service notes
Speak with the cleaner or team who attended
Review any photographs or videos provided by you or our staff
Check cleaning checklists and quality control records
Arrange a revisit to inspect the property or appliance in person

We will compare the standard of work against our internal quality criteria and any specific instructions agreed with you at the time of booking.

7. Possible Outcomes and Remedies

Following our investigation, we will explain our findings and any steps we propose to take. Depending on the circumstances, possible outcomes may include:

A clear explanation or apology where appropriate
A return visit to re clean specific areas or appliances
Corrective measures to address missed tasks or oversights
Internal staff training or performance management
Changes to our processes, checklists or communication methods

Where a complaint concerns alleged damage, we will assess the condition of the item, any pre existing wear, and the suitability of cleaning products used. Any remedies will be considered in line with our terms and conditions and relevant consumer law.

8. If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may request a review of your complaint. In your request, please explain why you remain dissatisfied and what further outcome you are seeking. A senior member of our team, not previously involved in handling your case, will reconsider the matter where possible.

Following this review, we will provide a final written response setting out our position and the reasons for it. This completes our internal complaints procedure.

9. Continuous Improvement

All complaints are logged and monitored. We review them regularly to identify patterns, recurring issues or service gaps. This helps us improve our oven cleaning and wider domestic cleaning services, update training, refine checklists and enhance communication with customers.

By following this complaints procedure, we aim to resolve issues constructively and maintain a reliable, professional service for households in our service area.