COMPLAINTS HANDLING PROCEDURE
1. OUR COMMITMENT
Bright Delight Cleaners Ltd is committed to delivering high standards of customer service and resolving complaints fairly, professionally and efficiently.
We view complaints as an opportunity to improve our services and customer experience.
2. HOW TO MAKE A COMPLAINT
Complaints may be submitted by:
info@brightdelightcleaners.co.uk
Telephone
0870 820 0041
Website
https://brightdelightcleaners.co.uk
Post
Bright Delight Cleaners Ltd
Office 9165
321–323 High Road
Chadwell Heath
Essex
RM6 6AX
United Kingdom
3. INFORMATION TO INCLUDE
To assist our investigation, customers should provide:
- Full name
- Contact details
- Property address
- Service date
- Description of complaint
- Supporting photographs where applicable
- Preferred resolution
4. COMPLAINT PROCESS
Stage 1 – Acknowledgement
We aim to acknowledge complaints within five (5) working days.
Stage 2 – Investigation
The complaint will be reviewed using available information including:
- Service records
- Booking details
- Correspondence
- Cleaner reports
- Photographs where available
Additional information may be requested where necessary.
Stage 3 – Resolution
We aim to provide a written outcome within twenty-eight (28) days.
Possible outcomes may include:
- Explanation
- Apology
- Re-clean
- Service credit
- Partial refund
- Other appropriate remedy
5. ESCALATION
Where additional time is required, customers shall be informed and provided with an estimated resolution date.
6. CUSTOMER CO-OPERATION
Customers are expected to:
- Provide accurate information.
- Respond to reasonable requests.
- Allow investigation of reported issues.
Failure to co-operate may affect our ability to resolve a complaint.
7. RECORD KEEPING
Complaint records may be retained for quality assurance, legal compliance and service improvement purposes.
8. CONTINUOUS IMPROVEMENT
Complaint information may be analysed to identify:
- Service trends
- Training needs
- Operational improvements
- Customer service enhancements
9. CONTACT
Bright Delight Cleaners Ltd
Office 9165
321–323 High Road
Chadwell Heath
Essex
RM6 6AX
United Kingdom
Email: info@brightdelightcleaners.co.uk
Telephone: 0870 820 0041
Website: https://brightdelightcleaners.co.uk