Complaints Procedure for Oven Cleaning Merton

This Complaints Procedure explains how you can raise any concerns about our oven cleaning services and how we will handle your complaint. We aim to deliver a consistently high standard of cleaning, and we take all feedback seriously so we can resolve issues quickly and improve our service.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any part of our oven cleaning service. It sets out how to make a complaint, what information we need, how we will respond, and what you can expect at each stage. This procedure applies to all domestic and commercial oven cleaning work we carry out.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning, the conduct of our staff, the way our service has been provided, or how we have handled a previous concern. You can complain about issues such as the quality of the clean, damage to property, punctuality, communication, pricing concerns, or failure to follow agreed instructions.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. Written complaints help us record all details accurately, but we will accept complaints in any reasonable format. When submitting a complaint, please provide the following information where possible:

The date of the oven cleaning appointment, the address where the work took place, a description of the issue you are unhappy about, any relevant photographs or evidence, and the outcome you would like us to consider. The more detail you can provide, the easier it is for us to investigate and respond fully.

When to Make a Complaint

We encourage customers to raise any concerns as soon as possible after the service, ideally within 7 days of the clean taking place. This allows us to investigate promptly while details are still fresh and, where appropriate, to inspect the appliance or area in question. We will still consider complaints raised after this period, but it may limit what we can do if too much time has passed.

Initial Resolution with the Cleaning Operative

If you notice a problem while our cleaner is still on site, please raise it with them immediately. In many cases, issues can be resolved on the spot, for example by re-cleaning an area or clarifying what is included in the service. Our staff are trained to handle concerns politely and to do what they reasonably can within the scope of the booked clean to put things right.

Formal Complaint Handling Process

If your concern cannot be resolved at the time of the visit or you wish to raise a more formal complaint, the following stages will apply.

Stage 1: Acknowledgement. Once we receive your complaint, we will record it and acknowledge it within a reasonable timeframe. At this stage, we may ask for further details to ensure we fully understand the issue, such as additional photos, clarification of events, or information about any previous communications.

Stage 2: Investigation. A member of our management team will review your complaint, speak with the cleaner or team involved, examine any records of the booking, and assess any evidence you have provided. If necessary, we may request a follow-up visit to inspect the oven or affected areas in person.

Stage 3: Response. After we have completed our investigation, we will provide you with a clear written or verbal response. This response will explain our findings, any factors we have taken into account, whether your complaint has been upheld in full or in part, and what actions we propose to take.

Possible Outcomes and Remedies

If we find that the service we provided fell below our usual standard or did not match what was agreed, we will aim to put things right. Depending on the circumstances, this may include one or more of the following: a re-clean of the affected areas, a partial or full refund, a credit towards a future service, or staff retraining and internal process changes.

Where we do not uphold a complaint, we will still provide a full explanation of our reasoning so you can understand how we reached our conclusion. Our aim is to be fair, transparent, and consistent in all decisions.

Timescales for Responding

We aim to resolve most complaints as quickly as possible. Many issues can be settled within a few working days. More complex complaints, or those requiring site visits or further evidence, may take longer. If we anticipate any delay, we will let you know and keep you updated on progress until the matter is resolved.

Your Responsibilities When Making a Complaint

To help us deal with your complaint efficiently, we ask that you provide accurate information, respond to any reasonable requests for further details, and treat our staff with respect at all times. We understand that problems can be frustrating, but we will not tolerate abusive, threatening, or discriminatory behaviour towards our team.

Continuous Improvement and Record Keeping

We keep a record of complaints and their outcomes to help us monitor the quality of our oven cleaning services and identify any recurring issues. This information is used to improve training, refine our processes, and ensure that we maintain high standards across our service area.

Review of this Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or applicable regulations. The version published on our website or provided to you at the time of your complaint will apply.

We value all feedback, whether positive or negative, and see complaints as an opportunity to learn and improve. If you are dissatisfied with any aspect of our oven cleaning work, please let us know so that we can address your concerns and work towards a satisfactory resolution.