Cleaner Clapham Complaints Procedure

Cleaner Clapham is committed to providing reliable, high-quality cleaning services and professional customer care. We understand that, on occasion, things may not go as planned. When this happens, we want to make it easy for you to tell us about it and to be confident that your concern will be treated fairly, promptly, and with respect.

This complaints procedure explains how you can raise a concern about any aspect of our cleaning services, what you can expect from us at each stage, and how we use feedback to improve.

Our Approach to Complaints

We view complaints as an opportunity to put things right for you and to improve how we work. Whether your concern is about quality of cleaning, timings, conduct of staff, or administration, we will:

Listen carefully to what you tell us and treat you with courtesy at all times.

Take your complaint seriously and record it accurately.

Investigate what happened and why.

Offer a clear explanation and, where appropriate, a remedy.

Use what we learn to prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. Examples include, but are not limited to:

Cleaning standards not meeting what was agreed.

Missed or late appointments without adequate notice.

Damage or concerns relating to property or belongings.

Behaviour, attitude, or professionalism of cleaning staff.

Issues with booking, billing, or communication.

We encourage you to raise any concern as soon as possible so that we can address it quickly and effectively.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may choose to contact us verbally or in writing. When you contact us, please provide:

Your full name and the address where the cleaning took place.

The date and approximate time of the service you are unhappy with.

A clear description of what went wrong and how you were affected.

Any supporting information that may help us investigate, such as booking details, photos, or notes.

Let us know how you would prefer us to contact you during the process.

Stage One: Initial Resolution

In many cases, issues can be resolved quickly and informally as soon as you raise them. Our aim at this first stage is to put things right as soon as possible and minimise any inconvenience to you.

When you contact us with a concern, we will:

Acknowledge your complaint and confirm that we are looking into it.

Ask any questions needed to fully understand the issue.

Try to resolve the matter immediately, where possible, for example by arranging a reclean, discussing an adjustment to your booking, or offering another practical solution.

If we are able to resolve the issue promptly and you are satisfied, the complaint will usually end at this stage.

Stage Two: Formal Investigation

If your complaint is more complex, you are not satisfied with the initial response, or you request a more formal review, we will escalate it for a formal investigation.

At this stage we will:

Formally record the details of your complaint.

Assign a senior member of staff to review the matter.

Gather relevant information, which may include speaking with the cleaners involved, reviewing schedules and notes, and checking any internal records.

Assess what happened, whether our standards or procedures were followed, and what outcome would be fair and reasonable.

We will aim to provide you with a written response within a reasonable time frame. This response will set out the findings of our investigation, any steps we have taken, and any remedies we are offering.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include:

Offering a reclean or additional cleaning at no extra charge, where appropriate.

Providing a partial or full refund where justified.

Agreeing changes to how we deliver your future cleaning services.

Providing guidance or additional training to staff members.

Reviewing and updating internal procedures to prevent similar issues.

We will explain clearly the reasoning behind the outcome we propose, and we will always aim to reach a fair and proportionate resolution.

Confidentiality and Data Protection

All complaints are handled with sensitivity. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will keep records of your complaint and our response in line with our data protection obligations and retention policies.

Our Commitment to Continuous Improvement

Cleaner Clapham values all feedback, including complaints, as an important source of learning. We regularly review complaint records and outcomes to identify patterns, training needs, and opportunities to refine our procedures.

By following this complaints procedure, we aim to ensure that any concerns about our cleaning services are dealt with fairly, consistently, and in a way that maintains your confidence in choosing Cleaner Clapham for your home or business cleaning needs.

If you have any questions about this complaints procedure or need help in making a complaint, please contact our office and we will be happy to assist you.