Complaint Resolution Policy

Last Updated: March 2026

At Dom Cleaning Private Limited, we are committed to providing excellent service and customer satisfaction. This Complaint Resolution Policy outlines how we handle, investigate, and resolve customer complaints fairly and transparently.

1. Our Commitment to Customer Satisfaction

We believe that customer feedback is essential for continuous improvement. We take all complaints seriously and are committed to:

• Listening to and understanding customer concerns
• Investigating complaints thoroughly and fairly
• Resolving issues promptly and professionally
• Providing transparent communication throughout the process
• Implementing corrective measures to prevent future issues

2. Types of Complaints We Handle

We address all types of complaints related to our services, including but not limited to:

• Service Quality Issues: Incomplete cleaning, poor workmanship, or areas not cleaned to standard
• Scheduling Problems: Missed appointments, delays, or rescheduling difficulties
• Billing Disputes: Incorrect charges, unexpected fees, or payment issues
• Behavior Concerns: Unprofessional conduct by cleaning staff or team members
• Safety Issues: Damage to property, accidents, or safety concerns
• Communication Issues: Lack of response, unclear information, or miscommunication
• Pricing Disputes: Disagreement about quoted vs. final pricing
• General Feedback: Suggestions for improvement or general complaints

3. How to File a Complaint

We make it easy for you to report any issues. You can file a complaint through any of these channels:

4. Complaint Resolution Process

Our complaint resolution follows a structured, transparent 5-step process:

5. Possible Resolution Outcomes

Depending on the nature and severity of the complaint, we may offer one or more of the following resolutions:

• Re-cleaning: Free re-cleaning of the affected area or entire property
• Partial Refund: Refund for the portion of service that did not meet standards
• Full Refund: Complete refund of the service cost (in serious cases)
• Service Credit: Credit toward future services
• Compensation: Monetary compensation for damages or inconvenience (in applicable cases)
• Process Improvement: Implementation of changes to prevent similar issues
• Apology & Explanation: Sincere apology and detailed explanation of what went wrong

6. WhatsApp Communication for Complaints

7. Complaint Timelines

We are committed to resolving complaints within the following timelines:

• Acknowledgment: Within 30 minutes of complaint receipt
• Initial Assessment: Within 24 hours
• Investigation: Within 3-5 days
• Resolution Proposal: Within 7 days
• Final Resolution: Within 10 days

Note: Complex complaints may require additional time. We will keep you informed of any delays.

8. Complaint Escalation

If you are not satisfied with the initial resolution or the complaint handling process:

• You can request escalation to our management team
• Submit your escalation request within 7 days of the initial resolution
• Provide detailed reasons for your dissatisfaction
• Our management team will review your case within 5 business days
• We will provide a final decision and explanation

9. Your Rights as a Customer

As a customer, you have the right to:

• File a complaint without fear of retaliation or service denial
• Receive a fair and impartial investigation
• Be kept informed throughout the complaint process
• Receive a written explanation of the investigation findings
• Request escalation if unsatisfied with the resolution
• Receive compensation if we are found at fault
• Maintain confidentiality of your complaint (unless required by law)

10. Our Responsibilities

We commit to:

• Handle all complaints professionally and respectfully
• Investigate complaints thoroughly and impartially
• Provide transparent communication at every stage
• Resolve complaints fairly and within stated timelines
• Document all complaints and resolutions
• Use complaints as feedback for continuous improvement
• Train our team on complaint handling best practices

11. Complaint Documentation & Records

We maintain detailed records of all complaints, including:

• Complaint details and date received
• Investigation findings and evidence
• Resolution proposed and agreed upon
• Actions taken and outcomes
• Follow-up and closure documentation

These records are kept confidential and used only for service improvement and dispute resolution purposes.

12. Feedback & Continuous Improvement

We use complaint data to identify patterns and improve our services:

• Regular review of complaint trends
• Implementation of corrective measures
• Staff training based on common complaints
• Process improvements to prevent future issues
• Communication of improvements to customers

13. External Complaint Resolution

If you are not satisfied with our internal complaint resolution process, you may:

• Contact consumer protection authorities in your state
• File a complaint with the National Consumer Helpline
• Seek legal remedies as per applicable laws

14. Contact Information

For filing complaints or inquiries about this policy:

• WhatsApp: +91-8299080990 (Fastest response)
• Phone: +91-8299080990 (8 AM - 10 PM, Monday to Sunday)
• Email: support@domcleaningprivatelimited.com (Response within 24 hours)
• Address: R-33, Abroad Solutions India, Plot No. 68, RP Singh Road, Kalkaji Tehsil, New Delhi, Delhi 110020, India

Acknowledgment: By using our services, you acknowledge that you have read and understood this Complaint Resolution Policy. We are committed to resolving your concerns fairly and promptly.