COMPLAINTS PROCEDURE
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COMPLAINTS PROCEDURE
This procedure applies to complaints relating to services provided by Cleanfinity Limited and does not extend to matters outside the agreed scope of service.
Cleanfinity Limited is committed to delivering high-quality cleaning and facilities services and always maintaining professional standards. We recognise that concerns or complaints may occasionally arise and are committed to addressing them fairly, promptly, and transparently
How to Raise a Complaint
If you are dissatisfied with any aspect of our service, please notify us as soon as reasonably practicable by email or telephone, providing full details of the concern, including dates, locations, and any relevant information.
Complaints must be raised in good faith and supported by reasonable detail to enable proper investigation.
Complaints Handling Process
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All complaints will be acknowledged within two (2) working days
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The matter will be reviewed and investigated by management
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Where appropriate, corrective action will be taken
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We aim to provide a response or resolution within seven (7) working days of acknowledgment
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Where further investigation is required, the client will be kept informed of progress.
Escalation
If the complaint is not resolved at the initial stage, it may be escalated to senior management for further review. The decision of senior management shall be considered final.
Limitations and Legal Position
This complaints procedure does not constitute an admission of liability. Cleanfinity Limited reserves the right to assess each complaint on a case-by-case basis in accordance with contractual terms and applicable law.
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This procedure does not create contractual obligations beyond those expressly agreed and does not affect any statutory rights available to clients.
All complaints are treated confidentially and are used to support continuous improvement of service delivery.
Edgar Cabrera
Managing Director, Cleanfinity Limited