Complaints Procedure for Oven Cleaning Battersea Customers

Oven Cleaning Battersea is committed to providing reliable, professional oven and appliance cleaning services. We aim to deliver work of a consistently high standard, but we recognise that occasionally things may not go as expected. This complaints procedure explains how you can raise a concern about our services and how we will respond, investigate, and resolve the matter.

1. Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair route to express dissatisfaction with any aspect of our oven cleaning services, including the standard of work, conduct of staff, scheduling and timing, access issues, or post-service communication. We use feedback and complaints to improve our services across our operating areas and to prevent similar issues from happening again.

2. Scope of Complaints Covered

This procedure covers complaints relating to:

• The quality, completeness, or durability of any oven, hob, extractor, or appliance cleaning work we have carried out.
• The behaviour, attitude, or professionalism of our cleaners or representatives during bookings and visits.
• Missed, delayed, or rearranged appointments where you feel we have not acted reasonably.
• Concerns about how we have handled your personal information, where these relate to our cleaning services.
• Any aspect of our customer service before, during, or after a visit.

This procedure does not cover requests for general information, routine service enquiries or quotations, or matters already being addressed through legal or insurance channels.

3. Informal Resolution in the First Instance

We encourage customers to raise issues with us as soon as possible after the service, as most concerns can be resolved quickly and informally. If you are present at the property during or immediately after the clean, please speak to the cleaner on site and point out the issue. They will do their best to correct it there and then where it is safe and practical to do so.

If you notice a problem after our team has left, please contact our office promptly with your booking details, a short description of the issue, and any relevant photographs. We will aim to respond quickly and discuss possible solutions such as a return visit, remedial work, or another appropriate outcome.

4. How to Make a Formal Complaint

If you are not satisfied after trying to resolve the matter informally, or if you prefer to make a formal complaint straight away, you can do so in writing. Please include the following information so that we can investigate effectively:

• Your full name and the service address.
• The date and approximate time of the appointment.
• A clear description of what went wrong, including the areas or appliances affected.
• What outcome you are seeking, such as re-cleaning or another remedy.
• Any supporting details you feel are relevant, such as photographs or notes.

We recommend that complaints are made as soon as reasonably possible and ideally within 7 days of the service. This enables us to assess the condition of the oven or appliance while any evidence is still current.

5. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will record it and provide an acknowledgement. In that acknowledgement, we will confirm that your complaint is being reviewed and outline the next steps. We will also confirm who is responsible for handling your case.

6. Investigation Process

We will carry out a fair and thorough investigation into your complaint. This may include reviewing the original booking details and any notes taken by our cleaners, examining photographs or other evidence you provide, and speaking with the staff who attended your property. Where appropriate, we may contact you to ask for further details or clarification to ensure we fully understand your concerns.

In some cases, we may propose a follow-up visit to assess the condition of the oven or appliance in person. This helps us to determine whether any remedial work is possible and what the most appropriate resolution might be.

7. Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a written response. This response will summarise the complaint, explain what we have found, and set out our decision. Where we uphold your complaint in full or in part, we may offer one or more of the following remedies:

• A complimentary or discounted return visit to address specific areas of concern.
• Re-cleaning or further treatment of affected appliances where it is safe and suitable.
• A partial or full refund, depending on the circumstances and the extent of any shortfall in service.
• An explanation of any changes we will make to our processes, training, or quality checks.

If we do not uphold your complaint, we will clearly explain our reasons. Even where a complaint is not upheld, we still review feedback to identify opportunities for improvement.

8. Timeframes

We aim to acknowledge all formal complaints promptly after receipt. We then aim to provide a full written response within a reasonable period. Complex complaints that require further investigation or site visits may take longer to resolve, but we will keep you updated on progress and expected timescales.

9. Further Review

If you remain dissatisfied after we have issued our written response, you may request that your complaint is reviewed by a senior member of our team who was not involved in the original investigation. They will consider both your original complaint and our first response and then decide whether any further action is appropriate.

10. Our Commitment to Continuous Improvement

Oven Cleaning Battersea takes all genuine complaints seriously. We log and review complaint data to identify patterns, provide additional staff training where needed, and refine our procedures. Our aim is to reduce the likelihood of similar issues occurring in the future and to maintain high standards for oven and appliance cleaning services across our service area.

11. Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it to investigate and resolve the matter. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary.

This complaints procedure is designed to be clear and accessible. If anything in this document is unclear, or if you need help using the procedure, please let us know so that we can assist you.