Complaints Procedure

Cleaners West Hampstead Complaints Procedure

Cleaners West Hampstead is committed to delivering reliable and consistent cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints from our customers. We aim to:

Listen carefully to your concern and understand what has gone wrong from your perspective.

Investigate complaints promptly and thoroughly.

Provide a clear response within reasonable timescales.

Put things right where we are at fault and take steps to prevent similar issues in future.

This procedure applies to all domestic and commercial cleaning services provided by Cleaners West Hampstead.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning services, the conduct of our cleaners, our communication, or any part of your experience with Cleaners West Hampstead, where you would like a response or resolution.

Examples of complaints include:

The cleaning quality did not meet the agreed standard.

An area of the property was missed or not cleaned as requested.

Damage to property or items during a cleaning visit.

Late arrival, missed appointments, or poor communication regarding scheduling.

Concerns about the behaviour or professionalism of a cleaner or member of staff.

How to Make a Complaint

You can raise a complaint in writing using your usual method of communication with us. When submitting your complaint, please include:

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

The date and approximate time of the service you are complaining about.

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

Any supporting details that may help us investigate, such as photographs of areas you believe were not cleaned to the agreed standard, or a list of missing or damaged items.

What outcome or resolution you are seeking, if you have a specific request.

Time Limits for Making a Complaint

To help us investigate fairly and accurately, we ask that you raise your complaint as soon as reasonably possible. For issues relating to cleaning quality, we recommend that you contact us within 24 hours of the completed service, as this allows us to review the property while the condition is still recent and clear.

Our Complaints Handling Stages

1. Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within two working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

2. Initial Review

A member of our management team will conduct an initial review of your complaint. This may include:

Reviewing your booking details and service records.

Speaking with the cleaner or team who attended your property.

Reviewing any photographs, notes, or other information you have provided.

If we require further details to proceed, we will contact you to clarify the matter.

3. Investigation

If the issue cannot be resolved at the initial review stage, we will carry out a more detailed investigation. During this stage we may:

Ask for additional information or evidence from you.

Arrange a follow up visit to inspect the property where appropriate and with your agreement.

Assess whether our cleaning checklist, agreed scope of work, or company standards were followed.

Review internal procedures to identify any training or process gaps.

4. Response and Outcome

Once our investigation is complete, we will provide you with a written response. Our response will include:

A summary of your complaint and the issues raised.

An outline of the steps we took to investigate.

Our findings and whether we believe the complaint is justified in full, in part, or not upheld.

Any proposed resolution or remedy.

We aim to provide a full response within ten working days of acknowledging your complaint. If we require additional time due to the complexity of the matter, we will inform you and provide an updated timeframe.

Possible Resolutions

Where your complaint is upheld, we will seek to offer a fair and reasonable remedy. Depending on the circumstances, this may include one or more of the following:

Arranging a complimentary re clean of the affected areas.

Offering a partial or full credit against a future cleaning service.

Providing a refund where appropriate and justified.

Implementing additional staff training or supervision.

Making changes to our procedures to reduce the likelihood of recurrence.

If your complaint involves damage to property, we will review the situation carefully and address it in line with our terms and conditions and any applicable insurance cover.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it be escalated for a further review by a senior member of our team. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking.

The senior reviewer will reconsider the information, and may:

Reassess the evidence and investigation steps taken.

Seek additional clarification from you or the cleaners involved.

Confirm or amend the original decision and resolution.

We will provide a final written response once the escalation review is complete.

Your Responsibilities When Making a Complaint

To help us handle your complaint effectively, we ask that you:

Provide accurate and complete information.

Cooperate with any reasonable requests for further details or access for inspection.

Treat our staff with respect and allow us reasonable time to investigate.

Refrain from making unfounded or dishonest claims.

Continuous Improvement

Cleaners West Hampstead values feedback as an opportunity to improve. All substantiated complaints are recorded and reviewed on a regular basis so that we can identify patterns, improve training, and update our cleaning processes where necessary.

By following this Complaints Procedure, we aim to resolve issues fairly and promptly, maintain open communication with our customers, and continually improve the standard of our cleaning services in West Hampstead and the surrounding area.