Oven Cleaning Hampstead Complaints Procedure

Oven Cleaning Hampstead is committed to providing a reliable and professional cleaning service to customers in our service areas. We recognise that, on occasion, things may not go as planned. When this happens, we encourage customers to let us know so we can put matters right and improve our services. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.

Our commitment to resolving complaints

We treat all complaints seriously and aim to resolve them fairly, consistently, and as quickly as possible. Our main goals when handling a complaint are to:

Listen carefully to what has gone wrong from your perspective.

Understand the impact the issue has had on you or your property.

Take appropriate action to remedy the problem, where possible.

Use your feedback to prevent similar issues from occurring in the future.

This procedure applies to all customers using our oven cleaning and related domestic cleaning services across our operating areas.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, or the way we have handled an earlier enquiry. This may include, for example:

Concerns about the quality or thoroughness of a clean.

Damage or suspected damage to property during a visit.

Missed or delayed appointments without reasonable explanation.

Concerns about the behaviour or conduct of a member of our team.

Issues with the way we have communicated with you, including quotations or invoicing.

You do not need to use specific wording or refer to this document for your feedback to be treated as a complaint. If you tell us you are unhappy and would like a response, we will treat it as a complaint and follow this procedure.

How to make a complaint

You can make a complaint in writing or verbally. We encourage you to raise your concern as soon as you reasonably can after the service, so that the details are fresh and we can investigate effectively.

When making a complaint, please provide the following information where possible:

Your full name and the address where the service took place.

The date and approximate time of the visit, or the booking reference if you have one.

A clear description of what went wrong and when it occurred.

Any relevant details, such as areas missed, items affected, or conversations you have already had with our team.

What outcome you are seeking, such as a re-clean of specific areas or an explanation of events.

The more detail you can provide, the easier it will be for us to review and respond quickly.

Initial response and acknowledgment

We aim to acknowledge all complaints as soon as reasonably possible. Where you have raised your concern during or immediately after the visit, our operative or office team will try to resolve the matter informally at that stage.

If an immediate resolution is not possible, your complaint will be passed to a senior member of staff for review. We will then:

Record the details of your complaint in our internal system.

Confirm that we have received your complaint and that it is being reviewed.

Explain the next steps in the investigation and the expected timescales.

Investigation process

The person handling your complaint will review all relevant information, including:

Notes from the booking and job records.

Comments or reports from the cleaning operative who attended.

Any photographs or evidence you have provided.

Our standard procedures and service descriptions.

We may contact you for further clarification if needed, and we may ask for additional photographs or details to understand the situation fully. In some cases, we may offer to visit the property again to inspect the work.

Timescales for resolution

We aim to provide a full response to most complaints within a reasonable timeframe from the date we receive all the necessary information. If your complaint is complex or requires further investigation, we will keep you informed of progress and let you know if we need more time.

Our focus is on resolving your complaint thoroughly and fairly rather than rushing to a conclusion. We will always try to keep you updated if there are any delays.

Outcome and possible remedies

Once we have completed our investigation, we will explain our findings and any actions we propose to take. Depending on the circumstances, this may include one or more of the following:

A clear explanation or apology where something has gone wrong.

A partial or full re-clean of specific areas where the service fell below our standards.

A review of internal procedures or additional staff training where appropriate.

Any other reasonable remedy that we consider suitable in the circumstances.

Any goodwill gestures or commercial decisions we make are at our discretion and may depend on the details and timing of the complaint.

If you remain dissatisfied

If you feel that your complaint has not been resolved satisfactorily after our final response, you may ask for a further review by a more senior member of our management team. When doing so, please explain why you remain dissatisfied and what outcome you are seeking.

The reviewing manager will consider whether the procedure has been followed correctly, whether the decision was fair, and whether any further action is appropriate. We will then provide you with our final position on the matter.

Fair treatment of staff and customers

We are committed to treating both our customers and our staff with respect. We will not tolerate abusive, threatening, or discriminatory language or behaviour towards any member of our team. In situations where communication breaks down due to unreasonable conduct, we may decide to limit or cease future services, while still considering any valid concerns already raised.

Using complaints to improve our service

Every complaint gives us an opportunity to review how we work and make improvements. We regularly assess the feedback we receive to identify patterns, areas for additional training, and enhancements to our cleaning processes and customer communication. This helps us maintain consistent standards across all the locations we serve.

By following this Complaints Procedure, Oven Cleaning Hampstead aims to deal with concerns in a way that is transparent, fair, and focused on putting things right wherever we reasonably can.