Complaints Procedure for Cleaners West Kensington

Cleaners West Kensington is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, services may not meet expectations. This Complaints Procedure explains how you can raise any concerns with us and how we will handle them in a fair, transparent, and timely way.

Our Commitment to Resolving Complaints

We view all complaints as an opportunity to review and improve our services. Every concern raised will be treated seriously, handled confidentially, and investigated objectively. We aim to resolve most issues quickly at an early stage, ideally on the same day where possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, or how we have communicated or carried out our work. This can include, but is not limited to:

Cleaning not completed to the agreed standard or specification. Damage caused during cleaning. Missed or late appointments. Unprofessional conduct or behaviour. Issues with access, keys, or alarms. Concerns about health and safety or security.

We encourage you to raise a complaint as soon as possible after the issue occurs so that we can investigate while details are clear and take prompt action.

How to Raise a Complaint

You can raise a complaint in any of the following ways:

Speak directly to the cleaner on site where appropriate, so they have the chance to correct the issue immediately. Contact the office or management team to report the problem and request a review of the service.

When making a complaint, it is helpful if you can provide:

Your full name and the service address. The date and approximate time of the cleaning visit. A clear description of the issue and how it affected you. Any relevant photos or notes that illustrate the problem.

This information allows us to investigate your concerns thoroughly and fairly.

Stage One: Informal Resolution

In many cases, concerns can be resolved quickly and informally. On receiving your complaint, a member of our team will:

Acknowledge your concern and clarify any details needed. Check the job details, schedule, and notes from the cleaners. Where appropriate, contact the cleaner or supervisor involved for further information.

We will aim to provide an initial response or proposed solution within two working days. Solutions at this stage may include:

Arranging a re-clean of the affected areas. Offering practical advice or clarification regarding the service. Providing feedback and guidance to the cleaner involved.

If you are satisfied with the outcome at this stage, the complaint will be closed and logged for our internal quality monitoring.

Stage Two: Formal Investigation

If you are not satisfied with the informal response or the issue is more serious or complex, you may request a formal investigation. At this stage:

A senior member of the team or manager will review your complaint in detail. We may contact you to obtain further information and confirm your expectations. We will examine relevant job records, schedules, and internal communications. Where necessary, we may arrange a visit to the property to assess the situation.

We aim to provide a formal written response, setting out our findings and any proposed resolution, within ten working days. If we need more time to investigate, we will let you know and provide an updated timescale.

Possible Outcomes and Resolutions

Depending on the nature of the complaint and our findings, outcomes may include one or more of the following:

A full or partial re-clean of the property or affected areas. Service adjustments for future visits to better match your requirements. Internal training or additional supervision for cleaner staff. Amendments to our procedures or checklists to prevent recurrence. In appropriate circumstances, a gesture of goodwill.

All resolutions will be discussed with you to ensure they are clear and understood. Our goal is to reach a fair outcome that reflects the circumstances and evidence available.

Escalation of Unresolved Complaints

If you remain dissatisfied after the formal investigation has been completed and a final response has been provided, you may request that the complaint be escalated to senior management. At this stage:

Your case will be reviewed independently of the previous handler. We will consider whether all relevant information, evidence, and procedures have been properly assessed. We may contact you again to clarify any remaining concerns.

Following this review, we will issue a final position on the complaint. This will usually be our last stage of internal review.

Time Limits for Raising Complaints

To allow us to investigate thoroughly and fairly, complaints about completed cleaning services should normally be raised within 48 hours of the visit. Complaints raised outside this period may be more difficult to verify, but we will always consider the circumstances and do our best to assist.

Confidentiality and Data Protection

All complaints are handled as confidential. Information is shared only with those who need it to investigate and resolve the issue. Any personal data provided in connection with a complaint will be processed and stored securely in line with our data protection responsibilities.

Using Complaints to Improve Our Service

We regularly review complaints data to identify patterns or recurring issues related to our cleaning services in West Kensington and the surrounding area. Insights gained from complaints help us improve training, supervision, and working practices, ensuring that our services continue to meet the expectations of our customers.

By setting out this clear Complaints Procedure, Cleaners West Kensington aims to give every customer confidence that their concerns will be heard and addressed in a professional and respectful manner.