Complaints Procedure

Cleaner Chiswick Complaints Procedure

Cleaner Chiswick is committed to delivering reliable, high-quality cleaning services and maintaining strong relationships with our clients. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage of the process.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our cleaning services. Our aims are to make it easy for you to tell us when something has gone wrong, to respond promptly and professionally, to investigate issues thoroughly, and to use the outcome to improve our services in homes and commercial premises across our service area.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of cleaning, conduct of a cleaner, communication, or any aspect of the service you have received from Cleaner Chiswick, where you would like us to review the matter and provide a response.

Examples of complaints include, but are not limited to:

Missed or incomplete cleaning tasks that were agreed in advance

Concerns about the attitude, behaviour, or professionalism of cleaning staff

Repeated lateness or non-attendance of cleaners

Damage to property or items during a cleaning visit

Issues with invoicing, payments, or service charges

Poor communication or failure to respond within reasonable timeframes

3. How to Raise a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them quickly and effectively. You can make a complaint verbally or in writing.

When raising a complaint, please provide the following information where possible:

Your full name and, if applicable, the name the booking is under

The address where the cleaning service was provided

The date and approximate time of the cleaning visit or incident

A clear description of what went wrong and how it has affected you

Any relevant photographs, notes, or supporting details that may help us investigate

Your preferred outcome, for example a re-clean, explanation, or other remedy

We will treat all complaints in confidence and will only share details with staff who need the information to investigate and resolve the matter.

4. Timeframes for Making a Complaint

You should raise complaints as soon as reasonably possible and ideally within 7 days of the cleaning service taking place. Complaints submitted within this timeframe allow us to investigate promptly while details are still clear and, where relevant, while staff schedules and records are current.

While we will always try to help whenever you contact us, complaints raised significantly later than this may be more difficult to investigate fully, and this may limit the actions we can take.

5. How We Handle Your Complaint

Once we receive your complaint, we follow a structured process to ensure it is handled fairly and consistently across all cleaning jobs and locations within our service area.

Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your concerns, may request any further information we need, and outline the next steps in the process.

Investigation

An appropriate member of our management or office team will review your complaint. This may include:

Checking booking details, cleaning checklists, and internal records

Speaking with the cleaner or cleaning team involved

Reviewing any photographs or evidence you have provided

Assessing whether our usual standards and procedures were followed

We may contact you for clarification or additional information if this will help us understand the issue fully.

Response and Outcome

Once the investigation is complete, we will provide you with a clear response outlining:

Our understanding of the complaint

The steps taken to investigate the matter

Our findings and, where appropriate, an apology

Any actions we will take to put things right

Any measures we will introduce to prevent a similar issue in future

We aim to respond to complaints within a reasonable period of time. If the issue is complex and investigation will take longer, we will keep you informed of progress.

6. Possible Resolutions

Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:

Arranging a re-clean of the affected areas

Reviewing or adjusting charges where appropriate

Offering a partial or full refund, where justified and in line with our terms

Providing additional training or supervision for the cleaner involved

Making changes to our internal procedures or quality checks

In some cases, we may conclude that the service was delivered in line with our agreed specification. Where this is the case, we will explain our reasoning clearly and openly.

7. Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed at a higher level within Cleaner Chiswick. When escalating, please explain why you are unhappy with the original outcome and what you believe would be a fair resolution.

Your escalated complaint will be reviewed by a senior member of our team not previously involved in the original investigation, where possible. They will look at all available information and may request further details from you before providing a final response.

8. Our Commitment to Fairness

We are committed to handling all complaints fairly, objectively, and without discrimination. Making a complaint will not affect any ongoing or future cleaning services you receive from us. We treat all clients and staff with respect and expect the same in return during the complaints process.

We welcome feedback, whether positive or negative, as it helps us maintain high standards and continually improve the domestic and commercial cleaning services we provide throughout our service area.

9. Continuous Improvement

Cleaner Chiswick regularly reviews complaints to identify patterns, training needs, and opportunities to improve our systems and service delivery. Lessons learned from upheld complaints are used to refine our procedures, enhance staff training, and strengthen our quality control measures. By doing this, we aim to reduce the likelihood of similar issues occurring in future and to deliver consistently reliable cleaning services for our clients.