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 as soon as reasonably possible and, wherever possible, within 24 hours of the cleaning service. This allows us to investigate while the details and condition of the relevant areas 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, photographs or arrange to inspect the premises or relevant area.

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 or where the agreed cleaning service has not been completed to the expected standard.
• Explain where a concern relates to a pre-existing condition, deterioration or remedial work that falls outside the agreed cleaning scope.
• 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. Commercial Cleaning & Pre-existing Conditions

Commercial cleaning services may involve premises, surfaces, fixtures and fittings that have experienced prolonged use, limited maintenance, staining, limescale, mould, discolouration, deterioration or other pre-existing conditions.

Where a complaint relates to the appearance or condition of a surface following a commercial cleaning service, Elora Cleaning Co. will consider:

• the condition of the surface before cleaning;
• the agreed scope of the cleaning service;
• the cleaning methods and products used; and
• whether the issue is reasonably capable of being resolved through cleaning.

Elora Cleaning Co. will make every reasonable effort to achieve the best possible cleaning result within the agreed scope. However, cleaning cannot guarantee the restoration of materials that are permanently stained, discoloured, damaged or deteriorated.

In particular, grout and silicone sealants may be permanently stained, discoloured, mould-affected, deteriorated or damaged and may not return to their original appearance through cleaning alone.

Removal, replacement, repair or restoration of grout, silicone sealants or other building materials is not included within a cleaning service unless expressly stated in the agreed quotation or proposal.

Where further cleaning is unlikely to resolve the issue because repair or replacement is required, Elora Cleaning Co. will explain this to the customer. Any remedial work should be arranged separately with an appropriately qualified contractor.

7. 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.

8. 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.

9. 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.