Oven Cleaning Chelsea Complaints Procedure
Oven Cleaning Chelsea is committed to delivering reliable, professional and friendly oven and appliance cleaning services. We understand that, on occasion, you may feel that an aspect of our service has not met your expectations. This Complaints Procedure explains how you can raise a concern or complaint, how we will respond, the timescales involved, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any part of our service. It applies to all domestic and light commercial cleaning work we carry out, including oven, hob, extractor, and related appliance cleaning. Our aim is to resolve issues promptly, transparently and in a way that is considerate of your home and your time.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where you request a response or resolution. This may include concerns about the quality of cleaning, conduct of staff, punctuality, adherence to agreed work, or the handling of property during a visit. General feedback or queries will be treated separately but can be escalated to a formal complaint if you ask us to do so.
How to Make a Complaint
You can make a complaint in the way that is most convenient for you. You may raise it with the cleaner or team leader at the time of service, or contact our office after the visit. When making a complaint, please provide the following information where possible so that we can investigate quickly and accurately:
The date and approximate time of the service, the address where the cleaning was carried out, a clear description of what went wrong or what you are unhappy with, details of any conversations you have already had with our staff, and any photos or other information that may help us understand the issue.
If you raise a concern during a visit, we will do our best to resolve it immediately. If this is not possible, the matter will be logged as a formal complaint and handled through the process set out below.
Our Complaints Handling Stages
We operate a simple, structured process to ensure all complaints are treated consistently and fairly.
Stage 1: Acknowledgement
Once we receive your complaint, we will record it in our internal system. We will acknowledge your complaint and confirm that it is being investigated. We aim to acknowledge all complaints within three working days of receipt.
Stage 2: Investigation
Your complaint will usually be investigated by a supervisor or manager who was not directly involved in the matter you are complaining about. The investigation may include reviewing job sheets, speaking with the cleaning technician, assessing any photos or evidence, and, if appropriate, arranging a follow-up visit to your property to inspect the work.
We aim to complete our investigation and provide a full response within ten working days of acknowledging your complaint. If, for any reason, further time is needed, we will let you know and give you an updated timescale.
Stage 3: Response and Outcome
Once our investigation is complete, we will provide you with a written or verbal response, depending on your preference. This response will summarise your complaint, explain what we have found, and set out any actions we propose to resolve the issue. Possible outcomes may include a re-clean of the affected area, a partial or full refund where appropriate, a goodwill gesture, or an explanation where we believe the service was delivered in line with our standards.
Stage 4: Further Review
If you are not satisfied with our Stage 3 response, you can request a further review. This review will be carried out by a senior member of our team who was not involved in the original investigation. They will reassess the information, consider any additional comments you provide, and issue a final response. This will normally be completed within ten working days of your request for further review.
Timescales for Raising a Complaint
To help us investigate effectively, we ask that you raise any complaints related to cleaning quality within 7 days of the service date. Issues raised after this period may be more difficult to verify, but we will still review your concerns and respond as fairly as possible.
Access, Home Environment and Safety
During the complaints process, we may need safe access to the area or appliance concerned to inspect the work. We will always arrange visits at a mutually convenient time and strive to keep any disruption to a minimum. Our staff are instructed to treat your property with respect and to follow safety and cleanliness guidelines at all times.
Fair Treatment and Professionalism
All complaints are handled confidentially and with respect. We will not treat you unfavourably because you have raised a concern, and we expect our team members to remain professional and courteous at all times. Equally, we ask that customers treat our staff politely and avoid abusive or threatening behaviour. In rare cases of persistent unreasonable conduct, we may need to limit or cease communication, but this will only be considered after careful review.
Recording and Using Complaint Information
We keep a record of complaints, including the nature of the issue, how it was resolved, and any corrective action taken. This information is used to monitor our performance and to improve our oven and appliance cleaning services across our service areas. Personal details provided as part of a complaint are stored and handled in line with our data and privacy practices.
Our Commitment to Continuous Improvement
We view complaints and feedback as an important opportunity to learn and improve. By following this procedure, our goal is not only to resolve individual issues but also to raise overall service standards. If you have concerns about any part of our work, we encourage you to tell us so we can address the matter promptly and ensure that your experience with Oven Cleaning Chelsea is positive, reliable and professional.
