Oven Cleaning Brixton Complaints Procedure

Oven Cleaning Brixton is committed to providing reliable, professional oven cleaning services throughout our service area. We aim to carry out every appointment to a high standard, but we recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise concerns, how we handle them, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to review and improve our services. Our aims when dealing with any complaint are to:

Listen carefully to your concerns and understand what went wrong from your point of view.

Respond promptly, politely and clearly.

Put things right where we can, and explain any limitations where we cannot.

Use your feedback to improve our oven cleaning processes, staff training and customer care across the areas we serve.

What This Procedure Covers

This complaints procedure applies to any oven cleaning services you have booked with Oven Cleaning Brixton, including single and multiple appliance cleans, regular or one-off appointments, and related customer service interactions. It covers issues such as quality of cleaning, timekeeping, behaviour of staff, communication before or after your appointment, and billing or payment concerns.

This procedure does not cover matters that are being dealt with by insurers, or disputes that have already been resolved through an external body. However, we will always try to clarify which route is appropriate if you are unsure.

Making a Complaint

You can make a complaint as soon as you become aware of a problem. The sooner you tell us, the quicker we can investigate and, where possible, put things right. When raising a complaint, please provide:

Your full name and the address where the oven cleaning service was carried out.

The date and approximate time of the appointment.

A clear description of what went wrong or what you are unhappy with.

Details of any conversations you have already had with our cleaners or office staff about the issue.

Any photos or notes that help to explain your concerns, for example images of areas you feel were not cleaned properly or any damage you believe occurred during the service.

You may raise your complaint verbally or in writing. If you make a verbal complaint, we may ask you to confirm some details in writing so we can keep an accurate record and respond fully.

Stage One: Initial Resolution

In the first instance, we encourage you to contact our office team and explain your concerns. Where possible, we will try to resolve the matter immediately. This may include:

Clarifying what was included in your particular booking.

Arranging for the cleaner to return to address any missed areas, where appropriate.

Discussing a partial refund or other form of redress where a return visit is not suitable.

Providing explanations about our processes and any limitations of the service, for example where heavily soiled appliances require more than one visit.

We aim to acknowledge your complaint at this stage within a reasonable time frame and to offer a practical solution as quickly as we can.

Stage Two: Formal Complaint Review

If you are not satisfied with the outcome at Stage One, or if the matter is more serious, you may ask for a formal complaint review. This will be handled by a senior member of our team who was not directly involved in the original service where possible.

During a formal review we will:

Confirm the details of your complaint and what outcome you are seeking.

Review our booking records, job notes and any photographs or other evidence.

Speak with the cleaner or team members involved, where relevant.

Assess whether our service met our usual standards and any commitments made to you.

Once the review is complete, we will contact you with a written response. This will explain:

Our understanding of your complaint.

The steps we took to investigate it.

Our decision and the reasons for it.

Any offer we are making to resolve the matter, such as a return visit, correction of an error, partial refund, or another appropriate remedy.

Timeframes for Response

We aim to acknowledge all complaints promptly and to provide a full response as soon as we reasonably can. The exact time needed may depend on the nature and complexity of your complaint, the availability of staff involved, and whether we need to revisit the property or review additional information.

If we cannot give you a full response within a reasonable period, we will let you know and explain why extra time is needed. We will also keep you updated on the progress of our investigation.

Working With You During the Process

To help us handle your complaint efficiently and fairly, we ask that you:

Provide accurate and complete information about the issue.

Allow us reasonable access to inspect the appliance or property if required.

Communicate with our team in a respectful and constructive manner.

Tell us as soon as possible if your contact details change while your complaint is being considered.

In return, we will treat you with courtesy, listen to your concerns, and handle your information in line with our privacy practices.

Continuous Improvement

Every complaint is logged and reviewed so we can identify any patterns or recurring issues. We use this information to:

Update our oven cleaning methods and products where necessary.

Provide additional training and guidance for staff.

Improve our scheduling, communication and booking processes.

Ensure that customers across our service area benefit from higher and more consistent standards.

If You Remain Unsatisfied

If you have followed this complaints procedure and you are still not satisfied with our final response, we will confirm that you have reached the end of our internal process. At that point, you may wish to seek independent advice about your options. While we cannot provide legal advice or act on your behalf, we are open to constructive dialogue and will consider any additional relevant information you provide.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our oven cleaning services. We may update it from time to time to reflect changes in our operations, customer feedback or applicable guidance. The version published here is the most current and applies to all complaints received by Oven Cleaning Brixton.

We value your feedback. By telling us when something has gone wrong, you give us the chance to put it right for you and to improve the service we provide to other customers in the future.