Complaints Policy

At Elora Cleaning Co., we are committed to delivering exceptional cleaning and complete peace of mind.

We understand that, despite our best efforts, there may occasionally be times when we do not meet your expectations. If that happens, we genuinely want to hear from you so that we can understand what went wrong and put things right wherever possible.

Every complaint is treated seriously, fairly and respectfully.

1. Our Commitment We are committed to:

• Listening to your concerns.
• Responding promptly and professionally.
• Investigating every complaint fairly.
• Keeping you informed throughout the process.
• Learning from feedback to continually improve our services.

2. How to Make a Complaint If you are unhappy with any aspect of our service, please contact us as soon as possible.

You can do this by:

• Telephone
• Email
• Contact Form on our website

To help us investigate, please include:

• Your name
• Property address
• Date of the cleaning service
• A description of your concerns
• Photographs where appropriate

3. When to Contact Us We kindly ask that you notify us within 24 hours of the cleaning service wherever possible.

This allows us to investigate while the details remain fresh and, where appropriate, arrange a timely resolution.

4. What Happens Next? Once we receive your complaint we will:

Step 1

Acknowledge your complaint within one business day.

Step 2

Review the information provided and, where necessary, discuss the matter with the cleaner involved.

Step 3

If appropriate, we may request additional information or arrange to inspect the property.

Step 4

Provide our findings and any proposed resolution as quickly as reasonably possible.

5. Possible Resolutions Depending on the circumstances, we may:

• Explain our findings following our investigation.
• Arrange a revisit to address any areas that may have been missed.
• Offer an appropriate goodwill gesture where justified.
• Agree an alternative resolution with you where appropriate.
• Confirm that no further action is required where the service has been delivered in accordance with the agreed scope of work.

Every complaint is considered individually, and our aim is always to achieve a fair and reasonable outcome.

6. Our Approach We believe that most concerns can be resolved quickly through open and honest communication.

We ask that all conversations remain respectful and courteous, and we will always extend the same respect to our customers.

We will not tolerate abusive, threatening or discriminatory behaviour towards our team.

7. Continuous Improvement Every complaint helps us improve.

Where appropriate, we use customer feedback to review our procedures, quality standards and training so that we can continually improve the service we provide.

8. Contact Us If you wish to make a complaint, please contact us using the details provided on our website.

We are committed to resolving concerns fairly and professionally.

Our goal is not simply to resolve complaints, but to earn your continued trust. Every piece of feedback helps us improve because, at Elora Cleaning Co., every detail matters.

Thank you for choosing Elora Cleaning Co.

Exceptional Cleaning. Complete Peace of Mind.

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Questions about this document? Get in touch — or call 07983 534974.