Cleaner Roehampton Complaints Procedure

Cleaner Roehampton is committed to providing reliable 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 handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for dealing with complaints about our cleaning services or our staff. We aim to resolve issues quickly, fairly, and in a way that helps us improve the quality and consistency of our work for all clients.

This procedure applies to all individual and commercial customers who use Cleaner Roehampton for regular or one off cleaning services, including domestic, office, and end of tenancy cleaning.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of cleaning, conduct of our staff, communication, or the way we have managed a service booking. Examples include missed areas, damage to property, lateness, unsafe working practices, or concerns about how a previous issue was handled.

We also welcome general feedback and suggestions even when you do not wish to raise a formal complaint. Feedback helps us refine our cleaning procedures, staff training, and quality checks.

How to Make a Complaint

You can make a complaint in writing using your preferred method of written communication. Please provide as much detail as possible so that we can investigate thoroughly. Include the following where relevant:

The date and time of the cleaning visit or incident, the address where the service took place, a clear description of what went wrong, the names of any staff members if known, and any supporting information such as photographs or notes.

We encourage clients to raise concerns as soon as possible after the issue arises, ideally within 48 hours of the cleaning visit, so that we can address matters promptly and accurately.

Our Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing. This acknowledgement will normally be issued within three working days. We will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our full response.

How We Investigate Complaints

On receipt of a complaint, we will allocate it to a manager or senior member of staff who has not been directly involved in the matter, where possible. The investigation may include:

Reviewing the cleaning booking records, checklists, and service notes, speaking with the cleaner or team involved, and assessing any photographs or other evidence you have provided.

We may contact you for further information if anything is unclear or if we require additional details to complete our investigation fairly.

Our Response and Resolution

We aim to provide a full written response within ten working days of acknowledging your complaint. If we are unable to meet this timescale, we will let you know and explain the reason for any delay, along with a revised timeframe.

Our response will explain our findings, whether your complaint has been upheld in full, in part, or not upheld, and any actions we propose to take. Possible outcomes may include an apology, a complimentary or discounted re clean, a partial refund or credit, changes to our internal procedures, or additional staff training.

If You Are Not Satisfied with the Outcome

If you are dissatisfied with our initial response, you may request a review. Please set out why you are unhappy with the outcome and what you believe should be done differently. A senior manager will review the original complaint, the investigation, and the decision reached.

Following this review, we will issue a final written response confirming our position. This final response will conclude our internal complaints process.

Urgent or Serious Issues

Issues involving health and safety, significant damage to property, or alleged misconduct by staff will be treated as urgent. We will prioritise these complaints, take any immediate steps necessary to protect your safety and property, and keep you updated on our investigation and any corrective measures.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared internally with staff who need it to investigate and resolve the complaint. We handle personal information in line with our privacy practices and applicable data protection requirements.

Our Commitment to Continuous Improvement

Every complaint and piece of feedback is an opportunity for us to improve. We regularly review complaints data to identify recurring issues, trends in service quality, and opportunities to refine our cleaning methods and customer care. Lessons learned may lead to updated cleaning checklists, revised supervision and inspections, or enhanced training for cleaners and office staff.

Recording and Monitoring Complaints

We maintain a record of all complaints received, including dates, key issues, outcomes, and any actions taken. This helps us ensure consistency and fairness in how we respond, as well as enabling us to monitor the effectiveness of our corrective actions over time.

Working Together for Better Service

Cleaner Roehampton values open communication and partnership with our clients. Clear, constructive complaints and feedback help us maintain high standards and deliver a reliable cleaning service. If you have any concerns about your recent clean or about any aspect of our service, we encourage you to contact us using this Complaints Procedure so we can address the matter promptly and professionally.