Oven Cleaning Shoreditch Complaints Procedure

Oven Cleaning Shoreditch aims to deliver reliable, professional cleaning services for ovens and related appliances. We recognise that, on occasion, customers may feel that we have not met the standards they expect. This complaints procedure explains how you can share any concerns with us, how we will respond, and the steps we take to put things right.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair process for raising complaints about our oven cleaning services. It ensures that every concern is taken seriously, investigated properly, and used to improve our service in homes, rented properties, and small commercial premises.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning service, whether it is justified or not. This can include issues such as missed or incomplete cleaning tasks, concerns about the condition of appliances after service, punctuality or conduct of cleaning staff, changes to bookings without agreement, or any other aspect of the service that leaves you unhappy with the outcome.

We welcome feedback of all kinds. If you are unsure whether your concern counts as a complaint, please raise it with us anyway so we can review it and respond.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred where possible, as they allow us to clearly record the details and respond in a structured way. When you contact us, please provide: your full name, the property address where the cleaning took place, the date and approximate time of the appointment, a clear description of what went wrong or did not meet your expectations, and any photos or supporting information you feel are relevant.

If you wish to raise an issue on the day of the service, you may speak directly with the cleaner if you feel comfortable doing so. They will try to resolve the matter immediately where possible. However, this does not replace your right to make a formal complaint to our management team.

Time Limits for Submitting a Complaint

To help us investigate thoroughly, we ask that you raise your complaint as soon as possible after the service. For most issues, it is helpful if you contact us within seven days of the cleaning appointment. For serious concerns, such as damage to appliances or property, you should let us know immediately once you become aware of the problem. We may still consider complaints raised later than this, but investigations can be more difficult if significant time has passed.

Our Complaints Handling Stages

We follow a clear, step-by-step approach when dealing with complaints about our oven cleaning work.

Stage one: initial review. Once we receive your complaint, we record it and acknowledge that we have received it. We will then carry out an initial review, which may include speaking with the cleaner who attended, checking schedules and job notes, and examining any photos or information you have provided.

Stage two: investigation. If the issue cannot be resolved immediately, a member of our management team will investigate in more detail. This may involve requesting further information from you, asking clarifying questions, or arranging a follow-up visit to the property to inspect the appliance or area in question.

Stage three: response and resolution. After the investigation, we will explain our findings to you, outline any steps we propose to take, and confirm our decision. Where we agree that standards were not met, we will work with you to reach a fair and practical resolution.

Timescales for Responses

We aim to acknowledge all complaints promptly. A detailed investigation and full response may take longer, depending on the complexity of the issue and the need to arrange any inspections or follow-up visits. If we need more time to investigate thoroughly, we will let you know and keep you updated on progress.

Possible Outcomes and Remedies

Where we agree that our oven cleaning service did not meet agreed standards, we will consider appropriate remedies. These may include offering to return and re-clean specific areas, providing practical advice or further treatment for stubborn residues, adjusting future appointments or services, or offering a partial or full refund where appropriate.

Any remedy will be decided on a case by case basis, taking into account the nature of the complaint, the condition of the appliance before cleaning, and any limitations that were explained in advance regarding heavy build up, existing damage, or restricted access.

Situations That May Limit Our Response

There are circumstances where our ability to resolve a complaint may be limited. Examples include issues caused by pre existing damage to ovens or appliances, problems that arise a significant time after the service due to later use or lack of maintenance, and situations where instructions, health and safety guidance, or aftercare advice were not followed.

We will always explain clearly if we believe that a complaint falls outside the scope of our responsibility and why.

Appealing a Decision

If you are unhappy with the outcome of your complaint, you may ask for the decision to be reviewed by a more senior member of our team. When requesting a review, please explain which parts of the decision you disagree with and provide any additional information you feel has not been considered. We will then reassess the complaint and provide a final response.

Using Complaints to Improve Our Service

Every complaint about our oven cleaning services is recorded and monitored. We regularly review complaint data to identify patterns, staff training needs, equipment issues, or process changes that could improve the experience for customers. By raising concerns with us, you help us maintain and develop a reliable, efficient cleaning service.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with staff who need it to investigate and respond. We store complaint records securely and manage personal data in line with relevant data protection requirements.

Accessibility of This Procedure

This complaints procedure is available to all customers of Oven Cleaning Shoreditch. If you need it provided in an alternative format or explained verbally, please let us know when you contact us so that we can make suitable arrangements.