Complaints Policy

Effective date: 29 July 2026
Last reviewed: 29 July 2026

1. About this policy

Pristine Oven Cleaning Liverpool aims to provide a professional, reliable and courteous service.

This Complaints Policy explains how customers can raise a concern about:

• an oven-cleaning service;
• the condition of an appliance or property following a service;
• a quotation, invoice or cancellation charge;
• an appointment, delay or missed visit;
• customer service or communication;
• the handling of personal information; or
• another aspect of their experience with us.

We will consider complaints fairly, objectively and without unnecessary delay.

Making a complaint will not affect your statutory consumer rights.

2. Who this policy applies to

This policy applies to:

• customers who have booked or received a service;
• people who have requested a quotation;
• property owners, tenants or occupiers affected by our work;
• business customers, landlords and letting agents; and
• other people directly affected by our services or business activities.

Anonymous complaints may be considered where enough information is available to investigate the concern. However, we may be unable to provide a personal response or fully investigate the matter without contact details and supporting information.

3. Contact details

Complaints should be submitted to:

Pristine Oven Cleaning Liverpool
23 Bellefield Avenue
Liverpool
L12 1LR

Email: info@pristineovencleaningliverpool.co.uk

You can also use our contact page.

4. Raising a concern informally

Many concerns can be resolved quickly without a formal complaint.

If you notice an issue during or immediately after the service, please raise it with the cleaner where reasonably possible. This may allow the matter to be inspected and addressed before the appointment ends.

Where the concern cannot be resolved immediately, or you would prefer to make a formal complaint, you can follow the procedure below.

5. How to make a formal complaint

A complaint should be submitted by email, through our contact page or in writing to our business address.

Please include as much of the following information as possible:

• your full name;
• your email address;
• the service address;
• the date of the booking or appointment;
• the appliance or service involved;
• a clear description of what happened;
• when you first noticed the issue;
• details of any previous communication about the matter;
• photographs, documents or other supporting information; and
• the outcome you would like us to consider.

You do not need to use legal language or identify a particular law when making a complaint.

6. Reporting service concerns promptly

Please report a concern as soon as reasonably practical after becoming aware of it.

Prompt reporting can help us:

• inspect the appliance or affected area;
• understand its condition at the relevant time;
• review photographs and service records;
• speak to the person who carried out the work; and
• offer appropriate remedial action where required.

A delay in reporting a concern does not automatically prevent us from considering it and does not remove any statutory right. However, a substantial delay may make it more difficult to establish what happened, particularly where the appliance has since been used, cleaned, repaired or altered.

7. Photographs and supporting evidence

Photographs can be particularly helpful where a complaint concerns:

• remaining grease, carbon or residue;
• staining or discolouration;
• cracked, chipped or loose components;
• damage to an appliance or surrounding property;
• the condition of racks, trays, doors or glass; or
• work that the customer believes was not completed.

Please provide clear photographs of the overall appliance and the specific area of concern where possible.

We may also consider:

• booking and quotation information;
• before-and-after photographs;
• service notes;
• emails and other correspondence;
• payment records;
• manufacturer information; and
• independent repair or inspection reports.

8. Acknowledging your complaint

We aim to acknowledge a formal complaint within three working days of receiving it.

The acknowledgement will normally:

• confirm that the complaint has been received;
• summarise our understanding of the concern;
• request any information that is still required;
• explain the next steps; and
• provide an expected response timescale.

If you do not receive an acknowledgement, please check your email spam or junk folder and contact us again.

9. Stage one: investigation and response

At stage one, we will investigate the complaint using the information reasonably available to us.

The investigation may include:

• reviewing the original booking and agreed scope of work;
• reviewing quotations, invoices and payment records;
• considering photographs and correspondence;
• speaking to the person who provided the service;
• checking relevant appliance or manufacturer information;
• asking the customer for further information;
• requesting an opportunity to inspect the appliance; and
• considering whether remedial work or another resolution is appropriate.

We aim to provide a stage-one response within 10 working days after receiving the information needed to investigate the complaint.

Where a complaint is unusually complex, requires an inspection or depends on information from another party, additional time may be needed. We will explain the reason for the delay and provide an updated timescale.

10. Inspections

We may ask to inspect the appliance or affected property where this would help us investigate the complaint fairly.

The customer should provide reasonable access at a mutually suitable time.

Before an inspection takes place, the customer should avoid, where reasonably possible:

• cleaning the disputed area;
• dismantling the appliance;
• discarding a relevant component;
• arranging non-urgent repairs; or
• making another alteration that could affect the evidence.

This does not prevent the customer from taking urgent action that is reasonably necessary to protect health or safety or to prevent substantial further damage.

11. Allegations of damage

If you believe that an appliance or other property was damaged during a service, please stop using the affected item where continued use could be unsafe or cause further damage.

Notify us as soon as reasonably practical and provide:

• photographs of the alleged damage;
• a description of when it was discovered;
• details of any known pre-existing fault, wear or damage;
• information about any use, cleaning or repair after the appointment; and
• any relevant report or estimate obtained from a qualified repairer.

We may ask for an opportunity to inspect the item before non-emergency repair work is authorised or undertaken.

We will distinguish, as far as reasonably possible, between:

• damage caused during the service;
• pre-existing damage or deterioration;
• damage that was concealed by grease or residue;
• ordinary wear and tear;
• permanent staining, corrosion or discolouration; and
• an unrelated electrical, gas or mechanical fault.

We will not reject an allegation merely because damage was not noticed until after the cleaner left. Each complaint will be considered on its evidence and circumstances.

12. Possible outcomes

Depending on the nature and outcome of the investigation, we may:

• provide an explanation;
• apologise;
• correct inaccurate information;
• complete work that formed part of the agreed service;
• repeat the affected part of the service;
• arrange a remedial appointment;
• reduce or waive an outstanding charge;
• provide an appropriate partial or full refund;
• contribute towards reasonable repair costs where responsibility is established;
• refer the matter to an insurer or professional adviser;
• change a procedure to reduce the risk of recurrence; or
• explain why the complaint has not been upheld.

The appropriate outcome will depend on the contract, the evidence, the seriousness of the issue and the remedies available under applicable law.

13. Remedial appointments

Where repeat performance or remedial cleaning is appropriate, we will seek to arrange it within a reasonable time and without significant inconvenience to the customer.

A remedial appointment will normally be limited to the part of the service that was not completed or performed to the required standard.

Remedial work does not include:

• services that were not part of the original booking;
• new soiling created after the original appointment;
• permanent staining or material deterioration that cannot reasonably be removed;
• repairing an appliance fault; or
• work that would be unsafe or contrary to manufacturer restrictions.

These limitations do not affect any legal remedy to which the customer is entitled.

14. Refunds and price reductions

A refund or price reduction may be considered where:

• repeat performance is impossible;
• remedial work cannot be completed within a reasonable time;
• repeat performance would cause significant inconvenience;
• the agreed service was not fully provided;
• a charge was applied incorrectly; or
• another refund or reduction is appropriate under consumer law.

Any refund will normally be made using the original payment method where reasonably possible.

The amount of any price reduction will depend on the circumstances and may reflect the value of the affected part of the service.

15. Payment disputes

If a complaint concerns an invoice or charge, please identify:

• the amount disputed;
• the reason it is disputed;
• the amount, if any, that is not disputed; and
• the outcome you are seeking.

We will not treat a genuine complaint as misconduct merely because payment is disputed.

However, amounts that are not genuinely disputed remain payable in accordance with the Terms and Conditions of Service.

16. Stage two: review

If you remain dissatisfied with the stage-one response, you may request a stage-two review.

The request should be made within a reasonable period and should explain:

• which parts of the response you disagree with;
• why you believe the outcome was incorrect or incomplete;
• any evidence that was not previously considered; and
• the outcome you would like us to reconsider.

The review will consider whether:

• the complaint was investigated fairly;
• relevant evidence was considered;
• the response addressed the main issues;
• the proposed outcome was reasonable; and
• further action is required.

We aim to provide a stage-two response within 10 working days after receiving the review request and any required information.

The stage-two response will normally be our final internal response.

17. Consumer rights

Where you are a consumer, services must be performed with reasonable care and skill.

Depending on the circumstances, legal remedies may include repeat performance or an appropriate price reduction.

Nothing in this policy or any other business policy excludes or restricts a right or remedy that cannot lawfully be excluded.

General information is available through the UK Government’s consumer-rights guidance.

18. Independent consumer advice

Customers in England and Wales can obtain independent information about their consumer rights from the Citizens Advice Consumer Service.

Citizens Advice may provide guidance and, where appropriate, pass information to Trading Standards.

Further information is available through the UK Government’s consumer-advice service.

19. Alternative dispute resolution

Alternative dispute resolution, commonly known as ADR, allows a consumer and trader to seek help resolving a dispute without court proceedings.

If a consumer complaint cannot be resolved through our internal process, we will provide any ADR information that we are legally required to provide at that time.

Where applicable, our final response will explain:

• whether an appropriate approved ADR provider is available;
• whether we are required or willing to participate;
• how the relevant provider can be contacted; and
• any applicable eligibility or time requirements.

We do not state that we participate in a particular ADR scheme unless that participation has been separately confirmed.

20. Legal proceedings

Nothing in this policy prevents either party from pursuing a legal remedy where appropriate.

Customers may wish to obtain independent advice before beginning legal proceedings.

Using our internal complaints procedure does not remove a customer’s right to seek a remedy through the courts, subject to any applicable rules and limitation periods.

21. Abusive or unreasonable conduct

We understand that a person making a complaint may feel disappointed, frustrated or upset.

We will not reject or disadvantage a complaint merely because it is strongly expressed.

However, we may restrict communication where conduct becomes:

• threatening or abusive;
• discriminatory or harassing;
• persistently repetitive without new information;
• intended to disrupt rather than resolve the complaint; or
• otherwise unreasonable to a degree that prevents proper investigation.

Any restriction will be proportionate and will not prevent us from considering the substance of a genuine complaint.

22. Complaints made on behalf of another person

We may accept a complaint submitted by a representative, family member, landlord, letting agent or other third party.

Before discussing personal information or service records, we may require confirmation that the person concerned has authorised the representative to act for them.

This requirement may not apply where another legal basis permits or requires disclosure.

23. Accessibility and reasonable support

If you need reasonable support to make or pursue a complaint, please explain what assistance would help.

Where reasonably possible, we can:

• accept a complaint in a suitable written format;
• use clear and accessible language;
• allow a representative to assist you;
• provide additional time for information to be submitted; or
• make another reasonable communication adjustment.

24. Privacy and complaint records

We will use personal information submitted in connection with a complaint to:

• acknowledge and investigate the complaint;
• communicate with the people involved;
• arrange an inspection or remedial appointment;
• obtain professional or insurance advice;
• maintain appropriate business records;
• improve our services; and
• establish, exercise or defend legal claims.

Complaint information will be handled in accordance with our Privacy Policy.

Information will only be shared where there is an appropriate reason, such as with an insurer, professional adviser, ADR provider, regulator, court or law-enforcement body.

25. Learning from complaints

We may use complaints and customer feedback to identify improvements to:

• booking questions;
• quotation information;
• customer communications;
• appliance inspections;
• cleaning processes;
• photographic records;
• staff or contractor guidance;
• website information; and
• business policies.

Where possible, information used for general service improvement will be anonymised or summarised.

26. Changes to this policy

We may update this Complaints Policy to reflect changes to our services, internal procedures or applicable law.

The policy that applies to a complaint will normally be the version in effect when the complaint is submitted. However, we may apply a later procedure where doing so is fair and does not reduce the customer’s rights.

The effective date and last-reviewed date at the top of this page show when the policy was most recently updated.

27. Contact us

Complaints and questions about this policy can be sent to:

Pristine Oven Cleaning Liverpool
23 Bellefield Avenue
Liverpool
L12 1LR

Email: info@pristineovencleaningliverpool.co.uk

Alternatively, use our contact page.