Oven Cleaning Acton Complaints Procedure

Oven Cleaning Acton is committed to providing a reliable and professional cleaning service to all customers in our service area. We aim to complete every job to a high standard, but we recognise that occasionally things may not go as expected. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues promptly and fairly.

Purpose of This Complaints Procedure

The purpose of this procedure is to make sure that any dissatisfaction with our oven cleaning or related services is dealt with consistently, objectively and within a reasonable time frame. It applies to all domestic and commercial customers who have used our services and wish to raise a problem, concern or formal complaint about any aspect of our work or conduct.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response from us. This may include concerns about:

Quality or thoroughness of the oven cleaning or additional appliance cleaning

Damage to property that you believe occurred during the service

Missed or significantly delayed appointments

Conduct, attitude or behaviour of our technicians or representatives

Pricing, invoicing or clarity of information provided before or after the service

Health and safety practices followed on your premises

Any other aspect of our service delivery that you feel has not met your expectations

How to Raise a Concern Informally

In many cases, issues can be resolved quickly and informally. If you are unhappy with any part of the service while the technician is on site, we encourage you to raise it immediately. The technician will do their best to address the problem there and then, for example by re-cleaning specific areas or explaining clearly what can and cannot be achieved due to the condition of the appliance.

If you notice a problem shortly after the visit, you can contact us using your usual method of communication. We will ask for details of the issue and try to find a practical and timely solution without the need for a formal complaint.

How to Make a Formal Complaint

If you feel that your concern has not been resolved informally, or if the matter is more serious, you can make a formal complaint. You should do this as soon as possible after the event, ideally within 14 days of the service date so we can accurately investigate what happened.

When making a formal complaint, please provide the following information:

Your full name and the address where the service took place

The date and approximate time of the appointment

A clear description of what went wrong and why you are dissatisfied

Details of any conversations already held with our staff about the issue

Any supporting information such as photographs of the appliance or affected areas

What outcome you would consider to be a fair resolution

Providing accurate and complete information helps us to review your complaint thoroughly and respond more quickly.

Our Complaints Handling Stages

Once we receive your formal complaint, we follow a structured process:

1. Acknowledgement: We will acknowledge your complaint and log it in our internal system. We aim to acknowledge all complaints within a reasonable period of time.

2. Initial Review: A member of our management or customer care team will review the details, including any previous communication or notes from the technician who attended your property.

3. Investigation: Where necessary, we may contact you to request further information or clarification. We may also speak with the technician involved and examine photographs or records from the job.

4. Decision and Response: Once the investigation is complete, we will write to you with our findings, explaining whether the complaint is upheld in full, upheld in part, or not upheld, and stating the reasons for our decision.

5. Proposed Resolution: If your complaint is upheld either in full or in part, we will set out the steps we propose to take to put matters right.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include:

Offering a re-clean of the affected appliance or area, where appropriate

Providing guidance on how to maintain the appliance following the service

Offering a partial or full refund, where a service failure is clearly identified

Reviewing and improving our internal procedures or staff training

Explaining clearly the technical or practical limits of what can be achieved with heavily soiled or damaged appliances

Every complaint is considered on its own facts, and the remedy will always be proportionate to the issue identified.

Time Frames for Handling Complaints

We aim to resolve most complaints within a reasonable period, taking into account the complexity of the issue and the need to gather accurate information. Straightforward complaints may be resolved quickly, while more complex matters may require additional time for investigation. We will keep you informed if we need longer to reach a conclusion.

If You Are Still Not Satisfied

If, after receiving our final response, you remain dissatisfied with the outcome, you may ask us to review the complaint again. A different member of our management team will reconsider the matter where possible. They will look at whether the complaints procedure has been followed correctly and whether the decision reached was reasonable based on the information available.

Our Commitment to Continuous Improvement

Oven Cleaning Acton uses feedback and complaints to improve the way we operate across our service area. We regularly review the nature and frequency of complaints to identify patterns or recurring issues. Where necessary, we may update our training, equipment, methods of work, or customer communication to reduce the likelihood of similar issues arising in future.

We value all feedback, whether positive or negative, as it helps us refine the quality and consistency of our oven cleaning services and maintain high standards for customers.

Confidentiality and Data Protection

All complaints are handled with respect and confidentiality. Information you provide as part of your complaint will only be shared with staff members who need it to investigate and respond to your concerns. We handle all personal data in line with applicable data protection principles and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.

This complaints procedure is intended to be clear and accessible to all customers. If you require any part of it to be explained further, you can ask us to clarify how it applies to your particular situation.