Complaints Procedure

1. Our Commitment

At Bash EcoCleaners Service Ltd, we are committed to providing high-quality cleaning services. If you are not satisfied with any aspect of our service, we want to hear from you. We take all complaints seriously and will work to resolve them promptly and fairly.

2. How to Make a Complaint

You can make a complaint in the following ways:

Please provide as much detail as possible about your complaint, including:

• Your name and contact details
• The date and location of the service
• Details of what went wrong
• What you would like us to do to resolve the issue

3. Our Complaints Process

Step 1: Acknowledgement
We will acknowledge your complaint within 2 working days.

Step 2: Investigation
We will investigate your complaint thoroughly. This may involve speaking with staff who provided the service and reviewing our records.

Step 3: Response
We will provide a written response within 10 working days. If we need more time, we will let you know and explain why.

Step 4: Resolution
We will explain what action we have taken or will take to resolve your complaint.

4. What You Can Expect

• To be treated with courtesy and respect
• A prompt acknowledgement of your complaint
• A thorough and impartial investigation
• A clear explanation of our findings
• Appropriate action to put things right
• Confidentiality — your complaint will be handled confidentially

5. If You Are Not Satisfied

If you are not satisfied with our response, you can request a review by a senior manager. Please write to:

6. External Help

If you remain dissatisfied after our internal procedure, you may be able to seek assistance from:

• Citizens Advice: www.citizensadvice.org.uk
• Trading Standards: Contact your local authority
• Small Claims Court: For claims up to £10,000

7. Learning from Complaints

We use complaints as an opportunity to learn and improve our services. We regularly review complaints to identify trends and make necessary changes to prevent similar issues in the future.

8. Contact Us

If you have any questions about our complaints procedure, please contact us:

Bash EcoCleaners Service Ltd
Email: complaints@bashecocleanersservice.co.uk
Phone: 01264 527009