Complaints Procedure for Cleaners Cleaning NW5 Clients
Cleaners Cleaning NW5 is committed to providing reliable, consistent and professional cleaning services. We recognise that, on occasion, clients may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and promptly.
Our Commitment to Handling Complaints
We take all complaints seriously and use them to improve our domestic and commercial cleaning services. Every complaint is handled in a respectful, confidential and impartial manner. No client will ever be treated less favourably for making a complaint or sharing feedback about our cleaners or our office team.
Our objectives when dealing with complaints are to acknowledge your concern quickly, investigate thoroughly, provide a clear explanation, and, where appropriate, offer a suitable resolution or corrective action.
Who Can Make a Complaint
Any client who uses Cleaners Cleaning NW5 services can make a complaint. This includes regular contract customers, one off or end of tenancy cleaning clients, commercial premises, and any other users of our cleaning services. A complaint can be made by the person who booked the service or by an authorised representative.
What You Can Complain About
You may complain about any aspect of our cleaning services or related customer service, including but not limited to:
Quality of cleaning carried out at your property, punctuality or reliability of cleaners attending appointments, conduct, attitude or appearance of our staff, failure to follow agreed cleaning schedules or instructions, damage or alleged damage to property during a visit, billing, invoicing or account queries, health and safety concerns relating to our work.
If you are unsure whether your concern qualifies as a complaint, you are still encouraged to contact us so that we can discuss the matter and guide you.
How to Make a Complaint
You can raise a complaint in writing or verbally. While we will accept complaints in any reasonable format, we recommend submitting your complaint in writing so that there is a clear record of the issue and the dates involved.
Please provide as much detail as possible, including your full name, service address, dates and times of the cleaning, a clear description of what went wrong, names of any cleaners involved if known, and any supporting information such as photographs or notes. The more information you provide, the easier it is for us to understand and investigate your concerns.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that complaints are made as soon as possible after the issue occurs. For cleaning quality concerns, we recommend you contact us on the same day or within 24 hours of the service where possible. For billing or administrative issues, please contact us as soon as an error is noticed. We will still consider complaints made later, but it may limit the steps we can take to verify the situation.
What Happens After You Complain
Once we receive your complaint, we will follow these steps.
First, we will acknowledge your complaint within a reasonable period of time. In this acknowledgement, we will confirm that we have received your concerns and explain the next steps in our investigation.
Second, we will carry out an internal investigation. This may include reviewing schedules and job notes, speaking to the cleaners involved, reviewing photographs or other evidence, and, where appropriate, arranging a visit to your property to inspect the area of concern.
Third, once the investigation is complete, we will provide you with a response. Our response will set out our understanding of your complaint, a summary of our investigation, our findings, any actions we have taken or propose to take, and any remedies we are able to offer.
Possible Outcomes and Remedies
Depending on the findings of our investigation and the nature of the issue, outcomes may include a sincere apology and explanation, a complimentary re clean of the affected areas, corrective work by a different cleaner or team, adjustments or credits to your invoice where appropriate, staff training, supervision or disciplinary action where standards have not been met, and changes to our procedures to prevent similar problems in future.
We aim to arrive at an outcome that is fair and reasonable for all parties and reflects the circumstances of the complaint.
Escalating Your Complaint
If you are not satisfied with the initial response you receive, you may request that your complaint is reviewed by a senior member of our management team. When asking for an escalation, please explain which parts of the response you disagree with and what outcome you are seeking.
The senior review will involve a fresh look at the complaint, any new information you provide, and the steps taken so far. After this review, we will send you a final response explaining our decision and any further actions.
Confidentiality and Data Protection
Your complaint will be handled with discretion. Information you provide will only be shared with staff who need it to investigate and resolve the matter. We store and process complaint information in line with applicable data protection principles and retain records only for as long as necessary.
Using Complaints to Improve Our Cleaning Services
Feedback and complaints are an essential part of how Cleaners Cleaning NW5 maintains and improves service quality. We regularly review complaint trends to identify areas for improvement, such as additional staff training, updates to our checklists and procedures, or changes to how we schedule and manage cleaning work.
By following this complaints procedure, we aim to provide a clear and accessible route for all clients to have their concerns heard and addressed, while supporting our ongoing commitment to high standard, reliable cleaning services in the areas we serve.
