Diamond Deep Clean Solutions aims to provide a professional service throughout, from introduction through to completion of our services. We use all feedback to help improve our services and staff.

If you are a client, we value your business and if there is any reason you are dissatisfied with the services we have provided or the actions of any of our employees we would be more than happy to discuss this with you. We have procedures in place to ensure your query or complaint is handled promptly and resolved amicably. Please see below for further information on our complaints handling procedures:

1. Initial Contact – Should you have a query or a complaint, you may raise this with us via Email, Phone or Via Our Website. Initial complaints will be discussed with either a service or sales office operative (we shall contact you via email or phone), minor issues can usually be resolved at this time. If your complaint cannot be resolved at this point or if your complaint meets specific criteria then it shall be logged onto our system, this will then be passed on to an allocated person (Supervisor/Manager/etc). You will receive an email within 3 working days to acknowledge your complaint has been recorded, along with information on the next process.
2. Follow Up Contact – The allocated person which has received information of your Initial complaint will make contact to discuss the matter in detail with the aim of resolving the issue swiftly and efficiently. If the issue is resolved and as agreed we are required to provide products, services or return to site to complete the resolve, then we will aim to do this within 7 days. Our system will be updated and confirmation of agreed actions will be emailed to you within 2 working days. This confirmation email will confirm the agreed actions along with date and time ranges. If the issue can not be resolved during the Follow Up Contact with the allocated person, then the complaint/case will be escalated, you will receive email within 2 working days to confirm the case has been escalated and is now being investigated by Diamond Deep Clean Solutions.
3. Investigate Complaint – Once the case has been escalated and to be investigated, you will receive an email within 5 working days of the case being escalated with an update, in most cases we have gathered enough information to make a preliminary conclusion, should the investigation still be on going then the email will inform you of the current progress with an estimated time of a conclusion to our investigation.
4. Conclusion Of Case – Upon the investigation being completed, we will contact you with information we have gathered along with our conclusion. At this time we would arrange any required products, services or return to site as required. Alternatively, if you do not agree with the conclusion of the investigation and/or the case, then we will provide information of alternative options for you, such as ombudsman or industry authority etc. Should we find it suitable, we may introduce an external / independent mediator to help navigate and resolve some cases, especially in more complex circumstances.
5.  Amicable Resolve – Regardless of the complaint or to what stage the complaint has reached, we always aim to resolve any complaints/cases/issues in a swift and amicable manor.

Fraudulent Claims: Should it be found that any claim/complaint/attempted claim/case against Diamond Deep Clean Limited or its employees is fraudulent, regardless if for the purpose of financial gain through such actions or not, Diamond Deep Clean Solutions will proceed to reclaim any losses or subsequent losses due to such fraudulent actions or information. Such as wages, costs of any related services and or products provided or any forms of discounts applied. If required, Diamond Deep Clean solutions will seek to regain its costs via legal means, such as through court proceedings.

Libellous / Slander: Sometimes, especially during complaints procedures, companies may not always see things the same way. Due to this, we would like to highlight that Diamond Deep Clean Solutions does not take lightly any case of Libellous or Slanderous statements against our company or its employees. We have set in place procedures and policies to ensure a fair and professional approach is taken, should you not be satisfied with an outcome or a situation that may have occurred, we encourage you to contact our offices to discuss this or as mentioned above, contact external mediators / governing bodies to discuss further options regarding such matters. Should any Libellous or Slanderous statements or actions be deemed as damaging to our company in any way, we may start legal proceedings to stop such statements and/or actions or to seek recompense for such damages.