Complaints Policy

Our Commitment to Quality

EverythingClean is committed to providing the highest quality cleaning services across the Lake District. We aim for 100% satisfaction, but we understand that occasionally things may go wrong. This policy outlines our procedure for handling and resolving customer complaints quickly, fairly, and confidentially.

1. Scope of Policy

This policy applies to all complaints made by clients regarding the quality of cleaning service provided, staff conduct, or administrative issues related to booking and invoicing.

2. How to Raise a Complaint

We encourage clients to bring issues to our attention as soon as possible, ideally within 24 hours of the service being completed, to allow us the best opportunity to rectify the issue.

3. Complaint Handling Procedure

• Acknowledgement (Within 1 Business Day)

We will acknowledge receipt of your complaint via email within one business day, confirming who will be handling your case.

• Investigation (Within 3 Business Days)

The assigned manager will thoroughly investigate the complaint, which may involve speaking to the cleaning staff involved, reviewing service notes, and contacting you for further details.

• Resolution Offer (Within 5 Business Days)

We will aim to provide a formal response and propose a resolution within five business days of receiving the complaint. Resolutions may include: a complimentary reclean, a partial refund, or corrective administrative action.

4. Review and Escalation

If you are not satisfied with the resolution offered in Step 3, you may request that the complaint be escalated to a senior manager for final review. You must make this request in writing within 7 days of receiving the initial resolution offer. The senior manager's decision will be final.

5. Confidentiality

All complaints are treated with strict confidentiality. Details will only be shared internally with those staff members directly involved in the investigation and resolution process.