Complaints Procedure for Cleaners Brompton

Cleaners Brompton is committed to delivering reliable, high-quality cleaning services and to treating all customers fairly and respectfully. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage of the process.

Our Commitment to You

We recognise that sometimes things may not go as planned. When this happens, we want to know so that we can put matters right and improve our services. We aim to handle all complaints promptly, transparently, and in a professional manner.

Our key commitments are to:

Listen carefully to your concern and treat your complaint seriously.

Acknowledge and log every complaint received.

Investigate the matter thoroughly and impartially.

Provide a clear response within reasonable timescales.

Use the outcome to improve our cleaning services and customer care.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or the way we have handled a previous concern. This includes, for example:

Standards of cleaning that do not meet agreed expectations.

Damage or suspected damage to property during a visit.

Missed or late appointments without adequate communication.

Behaviour or attitude of a cleaner or representative.

Issues with invoicing or clarity of pricing.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may raise your concern verbally during or after a visit, or submit a written complaint. When contacting us, please provide as much detail as possible so we can investigate effectively.

To help us resolve your complaint quickly, please include:

Your full name and, if applicable, the name under which the booking was made.

The service address and date of the cleaning visit or booking.

A clear description of what went wrong and when it occurred.

The name of any staff member involved, if known.

Any supporting information such as photographs or notes that show the issue.

Time Limits for Raising a Complaint

We encourage customers to raise concerns as soon as possible, ideally within 48 hours of the cleaning service. Reporting issues promptly helps us to investigate more accurately and offer practical solutions. However, we will consider complaints raised later where reasonable circumstances apply.

Stage One: Initial Review and Response

Once we receive your complaint, we will log it in our internal system and begin an initial review.

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed.

Clarification: If we require further information, we may contact you to clarify the details of your concern.

Initial Resolution: Where possible, we aim to resolve straightforward issues immediately, for example by arranging a re-clean, rectifying a missed task, or providing a clear explanation.

We aim to issue an initial response within a reasonable timeframe, depending on the nature and complexity of the complaint.

Stage Two: Formal Investigation

If your complaint cannot be resolved at the initial stage or if you remain dissatisfied with the outcome, it may be escalated for a formal investigation by a senior member of our team.

Investigation Process:

We review all relevant records such as booking details, job sheets, and communications.

We obtain statements from the cleaners or staff involved.

Where applicable, we review photographs or other evidence provided.

We may contact you for additional information or clarification.

Outcome of Investigation:

We will provide a written or clearly documented response setting out:

A summary of your complaint.

What we have investigated and the evidence considered.

Our findings and whether the complaint is upheld, partially upheld, or not upheld.

Any actions we will take to put things right and prevent a recurrence.

Possible Remedies and Actions

Where your complaint is upheld in full or in part, we will consider a range of remedies that are fair and proportionate to the issue. These may include, where appropriate:

Corrective cleaning to address missed or unsatisfactory work.

Adjustments or credits to invoices where justified.

An apology and explanation of what went wrong.

Additional staff training or supervision.

Changes to our operational processes or checklists.

Any remedy offered will take into account the nature of the complaint, the impact on you, and any evidence provided.

Complaints About Property Damage

If you believe that damage has occurred during a cleaning visit, please let us know as soon as possible and, where you can, provide photographs and a description of the damage. We may ask for further information about the item, its age, and its condition before the incident. Each case will be assessed individually and in line with our terms of service.

Confidentiality and Data Protection

All complaints are handled with respect for your privacy. Information related to your complaint will be shared only with those who need it to investigate and resolve the issue. We store and process personal data in line with applicable data protection requirements and our internal policies.

Unreasonable or Vexatious Complaints

We aim to treat all customers with courtesy and respect and expect the same in return. While we welcome feedback and genuine complaints, we may limit communication where behaviour becomes abusive, threatening, or repeatedly unreasonable. In such cases, we will explain any restrictions we place on future contact.

Continuous Improvement

Every complaint is an opportunity for Cleaners Brompton to review and improve our service. We regularly monitor the type and frequency of complaints to identify patterns, staff training needs, and areas where our procedures can be enhanced. By following this complaints procedure, we aim not only to resolve individual issues but also to strengthen our overall service for all customers.