Cleaner Stockwell Complaints Procedure

Cleaner Stockwell is committed to delivering reliable, professional and consistent cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right quickly and improve our service for the future. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to handle every complaint in a way that is fair, transparent and efficient. All complaints are treated seriously and handled confidentially. Our goals are to acknowledge your concerns promptly, investigate thoroughly and resolve issues wherever possible to your satisfaction. We also use the feedback from complaints to review our systems, staff training and quality controls so that similar issues are less likely to occur again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the conduct of our staff that requires a response. This can include, for example, concerns about the standard of cleaning, punctuality or attendance, behaviour or attitude of cleaners, damage to property, missed appointments, or communication and administration issues such as invoicing or scheduling. You do not need to formally label your concern as a complaint; if you are unhappy and would like a response, we will treat it as such.

How to Make a Complaint

You can raise a complaint using any of the usual communication channels you use to contact us. Please provide as much information as possible so that we can understand and investigate the issue clearly. This should include your full name, service address, the date and approximate time of the service, a clear description of what went wrong, any relevant photographs or evidence, and details of any conversations you have already had with our team about the matter. The more detail you provide at the outset, the faster and more accurately we can respond.

Stage One: Initial Resolution

In the first instance, we aim to resolve your complaint at an early stage. Once we receive your complaint, a member of our team will review the information and may contact you for clarification if anything is unclear. We aim to acknowledge your complaint within a short period of receiving it and to provide an initial response as soon as reasonably possible. At this stage, we will seek a practical and fair solution, which may include arranging a re-clean, correcting billing errors, or offering another appropriate remedy depending on the circumstances.

Stage Two: Formal Review

If you are not satisfied with the outcome at Stage One, you can request a formal review. Your complaint will then be escalated to a senior member of staff who was not directly involved in the original handling of the issue. During the review, we may contact you for further information, speak with the cleaners or staff involved, and check any relevant records such as schedules, checklists and notes. We will then provide you with a written response that sets out our findings, any conclusions reached, and any actions we propose to take.

Timeframes for Responding

We aim to deal with all complaints as quickly as possible, while still allowing time for a thorough investigation. We will acknowledge receipt promptly so that you know your concern has been received and is being considered. While actual timescales may vary depending on the complexity of the matter, we aim to complete our investigation and respond fully within a reasonable time. If more time is needed, we will let you know, explain why, and give you an indication of when you can expect a final response.

Possible Outcomes and Remedies

When resolving a complaint, we will consider the nature of the issue, the impact on you, and what is fair and proportionate in the circumstances. Outcomes may include an apology and explanation, a re-clean of the affected areas, adjustments to future cleaning plans or schedules, amendments to invoices or billing, or improvements to our internal procedures and training. Our aim is to restore your confidence in our services and minimise any inconvenience caused.

Confidentiality and Data Protection

All complaints are handled with respect for your privacy. Information about your complaint will only be shared with team members who need it in order to investigate and resolve the matter. We handle personal data in line with applicable data protection principles and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.

Improving Our Cleaning Services

Every complaint gives us an opportunity to improve the way we work. We regularly review the complaints we receive to identify patterns, recurring issues and areas where our cleaning services or customer care can be strengthened. This may lead to additional staff training, updates to our quality control checks, adjustments to our cleaning methods, or improvements in communication and scheduling procedures. Your feedback helps us maintain and improve the standards of service we offer to customers across our service area.

If You Are Still Unhappy

We aim to resolve most complaints through the stages set out in this procedure. If, after our final response, you still feel that your concerns have not been addressed, you may choose to seek independent advice or explore any external options that may be available to you. While we cannot control the outcome of any external process, we remain committed to cooperating constructively and, where appropriate, continuing to look for a mutually acceptable resolution.

Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the services offered by Cleaner Stockwell. We may update it from time to time to reflect changes in our operations, customer expectations or legal and regulatory requirements. The latest version of this procedure will always apply to any complaints we handle.

We value your custom and your feedback. If something has gone wrong with your cleaning service, we encourage you to let us know so that we can address it promptly and continue to improve the service we provide.