Oven Cleaning Kennington Complaints Procedure
This Complaints Procedure explains how you can raise any concerns about our oven cleaning services and how we will respond. We are committed to delivering a reliable, professional service to all customers in Kennington and surrounding areas, and we take every complaint seriously as an opportunity to improve.
Our Commitment to You
We aim to provide a high standard of oven and appliance cleaning in every home we visit. If we fall short of your expectations, we want to know so we can put things right promptly. We will handle all complaints fairly, consistently and respectfully, and we will keep you informed at each stage of the process.
What Is a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, technicians, bookings, or communication, where you would like a response or resolution. This can include issues such as the quality of the cleaning, damage to property, lateness or missed appointments, or the conduct of our staff.
How to Make a Complaint
You can make a complaint in any of the following ways:
In writing to our customer care team, providing your name, address, the date of your appointment, and a clear description of the issue.
Verbally to a member of our team during or after your appointment, who will log your concerns and pass them to a manager.
Through our website enquiry or contact form, setting out the details of your complaint and how you would like us to respond.
When raising a complaint, please include any relevant details such as photographs, booking references, or times and dates, as this helps us investigate thoroughly and respond more quickly.
Timeframe for Raising a Complaint
We ask that you raise any concerns about the standard of oven cleaning or related services as soon as reasonably possible, ideally within 7 days of the work being carried out. This allows us to investigate effectively and, where appropriate, return to your property to review or rectify the issue.
How We Handle Your Complaint
We follow a clear three-stage process to ensure every complaint is handled consistently and fairly.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and allocate it to a responsible person, usually a supervisor or manager. We aim to acknowledge your complaint within 2 working days. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and, where possible, provide an estimated timeframe for a full response.
Stage 2: Investigation and Response
A manager will review the details of your complaint, which may include speaking to the technician who carried out the work, reviewing booking notes, and, if needed, arranging a return visit to inspect the oven or appliances. We aim to provide a full response within 10 working days of acknowledging your complaint. If we need more time due to the complexity of the issue, we will let you know and keep you updated.
Our response will set out what we have found, whether we believe the complaint is upheld in full or in part, and what we propose to do to resolve the matter.
Stage 3: Escalation and Final Review
If you are not satisfied with our response at Stage 2, you may request that your complaint is escalated for a further review by senior management. Please set out why you remain unhappy and what outcome you are seeking. We will review the original complaint, the investigation carried out, and any additional information you provide. A final written response will then be issued, normally within 10 working days of escalation.
Possible Outcomes and Remedies
Depending on the nature and findings of the complaint, we may offer one or more of the following remedies:
A return visit to re-clean or correct any areas of concern.
A partial or full refund where appropriate.
A goodwill gesture, where we consider this appropriate to the circumstances.
An explanation and, where relevant, steps we will take internally to prevent similar issues in future, such as additional training or changes to our procedures.
Complaints About Damage
If you believe our technician has caused damage to your oven, appliances, or surrounding areas, please notify us as soon as possible and, where you can, provide clear photographs. We will assess the situation carefully and may need to inspect the item in person. Where damage is found to be the result of our actions, we will discuss options with you, which may include repair or contribution towards replacement, in line with our terms and conditions.
Confidentiality and Data Protection
All complaints are handled confidentially. Information you provide will be used only for investigating and responding to your complaint, managing our services, and meeting any legal or regulatory obligations. We store complaint records securely and only share information where it is necessary for resolving the issue or where required by law.
Continuous Improvement
We regularly review complaints received across our oven cleaning service area to identify patterns, training needs, and opportunities to improve. Your feedback, whether positive or negative, helps us maintain and enhance the standard of service we provide to customers in Kennington and nearby locations.
Changes to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our operations, best practice, or legal requirements. The latest version will always apply to any complaint raised and will be made available on request.
Contact and Further Help
If you have any questions about this Complaints Procedure or are unsure how to raise a concern, please contact our customer care team using the standard contact options provided on our website or through your booking confirmation. We are here to help and will do our best to resolve your concerns promptly and fairly.
