How we handle concerns, feedback, and complaints.

1. Introduction

This Complaints Policy sets out how Divinus Gratia Mega Biz Ltd (“we”, “us”, “our”) receives, records, investigates, and responds to complaints. We welcome feedback and view complaints as an opportunity to review and improve our services.

We will always treat you with respect, listen carefully to your concerns, and aim to resolve matters in a way that is fair, proportionate, and consistent with our Terms & Conditions, Service Agreement, and other policies.

2. Scope of this policy

This policy applies to:

• All cleaning services provided by Divinus Gratia Mega Biz Ltd.
• Concerns about service quality, conduct, communication, or administration.
• Complaints raised by clients, prospective clients, or authorised representatives.

This policy does not cover emergencies, safeguarding concerns, or criminal matters, which should be reported to the appropriate authorities. It also does not replace your legal rights under consumer law.

3. What counts as a complaint

A complaint is any expression of dissatisfaction about our services, staff, or processes where a response or resolution is explicitly or implicitly expected.

Examples include (but are not limited to):

• Concerns about the quality or completeness of a clean.
• Delays, missed appointments, or poor communication.
• Perceived unprofessional or inappropriate behaviour.
• Disputes about charges, refunds, or cancellations.

4. How to make a complaint

You can raise a complaint using any of the following methods:

• By email: info@divinusgratia.co.uk
• Via our website: using the Contact form and selecting a relevant subject.
• In writing: where applicable, using any correspondence address we have provided to you in writing.

For quality and record‑keeping reasons, we prefer complaints to be made in writing (email or contact form), so we can clearly understand the details and respond thoroughly.

5. Information we ask you to provide

To help us investigate your complaint efficiently, please include where possible:

• Your full name and contact details.
• The property address where the service took place.
• The date and approximate time of the service.
• A clear description of what went wrong or what you are unhappy with.
• Any supporting photos, videos, or documents (if relevant).
• What outcome you would consider fair or reasonable.

6. How we handle complaints

Once we receive your complaint, we will generally follow these steps:

1. Acknowledgement: We acknowledge your complaint and confirm we are reviewing it.
2. Review: We review your account, booking details, and any evidence provided.
3. Clarification: If needed, we may contact you to ask further questions or request additional information.
4. Assessment: We assess the complaint against our policies, service records, and any staff reports.
5. Outcome: We propose a resolution and explain our reasoning clearly.

In some cases, we may arrange a follow‑up visit, partial re‑clean, goodwill gesture, or other remedy where appropriate and in line with our Terms & Conditions and Service Agreement.

7. Response times & updates

We aim to handle complaints within the following indicative timeframes:

• Acknowledgement: within 2 working days of receiving your complaint.
• Initial review: within 5–7 working days, depending on complexity.
• Full response: usually within 14 working days.

If your complaint is complex or requires further investigation, we will let you know and provide an updated timeframe. We may also provide interim updates where appropriate.

8. Possible outcomes

Depending on the nature of your complaint, possible outcomes may include:

• An explanation or clarification of what happened and why.
• A sincere apology where we have fallen short of our standards.
• A partial or full re‑clean, where appropriate and feasible.
• A partial refund, credit, or goodwill gesture, where justified.
• No further action, where we reasonably conclude the service was delivered as agreed.

Any remedy offered will be proportionate, fair, and consistent with our Terms & Conditions, Service Agreement, and Cancellation Policy.

9. Unreasonable or abusive behaviour

We are committed to treating all clients with respect and courtesy, and we expect the same in return. We understand that complaints may be made in moments of frustration, but we will not tolerate:

• Threatening, abusive, or discriminatory language or behaviour.
• Harassment of staff via phone, email, messaging, or in person.
• Repeated complaints that have already been fully addressed.

Where behaviour is unreasonable or abusive, we may limit or restrict communication channels, refuse further service, or, in serious cases, report matters to the appropriate authorities.

10. Escalation & external review

If you are unhappy with the outcome of your complaint after we have provided a final response, you may:

• Request clarification of how we reached our decision.
• Provide any new information or evidence you believe we have not considered, and ask us to review it.
• Seek independent advice regarding your consumer rights or any further steps available to you.

We will always engage with escalation requests in good faith and in line with our legal obligations.

11. Privacy & data protection

Any personal data you provide as part of a complaint will be handled in accordance with our Privacy Policy. We will only share information internally on a need‑to‑know basis and will retain complaint records for as long as reasonably necessary for audit, legal, and service improvement purposes.

12. Changes to this Complaints Policy

We may update this Complaints Policy from time to time to reflect changes in our processes, legal requirements, or best practice. The most recent version will always be available on our website and will apply from the date it is published.

Last updated: 2026