Complaints Policy

Tell us when something is wrong

FitzPro Cleaning Limited welcomes feedback about its services, website and handling of personal information. Raising a concern will not affect your right to fair treatment.

Email office@fitzprocleaning.co.uk. Tell us the relevant property or service, what happened, when it happened and what outcome you would like. Photographs may help, but please avoid including unrelated people or personal documents. You do not have to use a particular form or provide every detail before raising a concern.

We will accept a complaint received through another available channel and pass it to the person responsible. If you need help making a complaint or a different communication method, please tell us. Postal contact: 37 Cyprus Road, Portsmouth, England, PO2 7QA.

Cleaning and service complaints

We will acknowledge service complaints within two working days and aim to provide a substantive response within ten working days. These are service targets, not a restriction on legal rights. If more time is needed, we will explain why and provide a revised update date.

We will review the agreed scope, speak to the people involved and consider relevant records. Where appropriate, we will arrange a site review with you. If work has fallen short of the agreed standard, we will discuss a suitable remedy, which may include putting the work right, another agreed action or a payment adjustment where appropriate.

We will explain the outcome and any action we propose. Please report problems promptly so they can be assessed, but we do not impose a short reporting deadline that automatically removes your rights.

If you remain unhappy

Ask for a review by the director or another appropriate senior person. Where possible, the reviewer will not have made the original decision. We will explain the outcome of that review and any relevant external route. Nothing in this process prevents you from obtaining advice or exercising legal rights.

Data protection complaints

If your complaint concerns how we use your personal information, you may contact us using the same email address. You do not need to label it a data protection complaint, and we do not require you to follow a particular form or channel.

We will acknowledge receipt within 30 days, make appropriate enquiries and respond without undue delay. We will keep you informed of progress where appropriate, explain our findings and tell you about any action taken. A 30-day acknowledgement is not a promise that every investigation will be finished within 30 days.

You have the right to complain to the Information Commissioner's Office at https://ico.org.uk/make-a-complaint/. You can seek the ICO's guidance about its process. Our internal procedure does not remove that right.

A request to access, correct or delete information may also be an information-rights request. We will recognise and handle that request under the applicable rules rather than treating the complaints procedure as a reason to delay it.

Safety concerns and confidentiality

If there is an immediate danger at a cleaning site, tell the person carrying out the work and the site contact immediately. Stop using an affected area where necessary. Routine email is not an emergency response service.

We will handle complaints sensitively, share details only where needed to investigate or meet a legal obligation, and retain a proportionate record under our Privacy Policy. We will use recurring issues to improve our work and review this policy at least annually.