Complaints Procedure for Oven Cleaning Surrey Customers

Oven Cleaning Surrey is committed to providing reliable, professional and courteous cleaning services across our local service area. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right quickly and continually improve our services. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously, whether they relate to the quality of our oven cleaning work, punctuality, conduct of staff, or communication. We are committed to dealing with complaints:

Promptly and within clear timeframes
Professionally, courteously and without bias
Confidentially, sharing information only where necessary to resolve the issue
Fairly and consistently, taking into account all available evidence
Constructively, using feedback to improve our services

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include concerns about the standard of cleaning, damage to property, missed or late appointments, behaviour or attitude of staff members, or the way we have communicated with you before, during, or after a booking.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. When making a complaint, please provide as much detail as possible so we can investigate thoroughly. It is helpful if you include:

Your full name
The address where the cleaning took place
The date and approximate time of the service
A clear description of what went wrong
Any relevant photographs or supporting information
Details of anything you have already discussed with a member of our team

We encourage you to raise your complaint as soon as possible after the issue arises, ideally within a reasonable period of the service date, so that we can review the work while it is still recent and fresh in everyone’s mind.

Stages of the Complaints Process

Stage 1: Informal Resolution

Wherever possible, we aim to resolve issues informally and quickly. If you are unhappy with any aspect of your oven cleaning service, please raise it with the operative on site at the time of the appointment, or with our office team at the earliest opportunity.

We will listen carefully to your concerns, ask any necessary questions, and discuss possible solutions. In many cases we can resolve the matter promptly, for example by rectifying an area of work, giving additional advice on appliance care, or clarifying what was agreed at the time of booking.

Stage 2: Formal Complaint

If your concern is not resolved informally, or if you prefer to use a more formal process, you can submit a formal complaint. When we receive a formal complaint, we will:

Acknowledge receipt of your complaint within five working days
Record your complaint in our internal complaints log
Assign a member of our management team to review the matter

We will carry out a fair and thorough investigation, which may include reviewing job sheets, photographs, staff statements, and any previous correspondence with you.

Stage 3: Investigation and Response

Following our investigation, we will provide you with a written response. Our aim is to send this response within 15 working days from the date we acknowledge your complaint. If, for any reason, we need more time to investigate, we will let you know and provide an estimated timeframe.

Our written response will usually include:

A summary of the complaint issues you raised
Details of the steps we took to investigate
Our findings based on the evidence available
Any proposed resolution or remedial action
Information on what you can do if you remain dissatisfied

Possible Outcomes and Remedies

Where our investigation shows that we could have provided a better service, we will take appropriate action to put things right. Depending on the circumstances, this may include:

Offering to revisit your property to rectify work, where appropriate
Providing additional cleaning or corrective work
Offering a partial or full refund, where justified
Reviewing and improving our internal procedures and staff training

Any remedies are decided on a case by case basis, taking into account the nature of the complaint, the impact on you, and the information gathered during our investigation.

Escalation if You Are Still Unhappy

If you are not satisfied with our formal response, you may ask for your complaint to be reviewed again by a senior member of our management team. You should clearly explain why you remain unhappy and what outcome you are seeking.

The senior reviewer will consider the handling of your complaint, the decision reached, and whether our procedures have been followed correctly. They may uphold the original outcome, change it, or ask for further investigation. We will then provide you with a final written response.

Timescales and Working Days

References to working days in this document exclude weekends and public holidays. We aim to meet all the timescales set out above, but where this is not possible, we will keep you informed of progress and revised timings.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with team members who need it to investigate and resolve your complaint. We will store complaint records securely in line with our data protection obligations and retain them only for as long as necessary.

Using Complaints to Improve Our Service

Every complaint is an opportunity for Oven Cleaning Surrey to learn and improve. We monitor and review complaint trends to identify recurring issues and to make changes to our processes, staff training, and quality control measures. This helps us to enhance our oven cleaning services for all customers across our service area.

Feedback and Compliments

You do not need to wait until something goes wrong to contact us. We welcome general feedback, suggestions and compliments about our team and services. Positive feedback is shared with staff and helps us recognise good performance and maintain high standards.

This complaints procedure is intended to be clear and accessible. If anything in this document is unclear or if you need further explanation of any part of the process, please let us know so we can assist you.