Complaints Procedure for Cleaner Shepherd's Bush

This complaints procedure explains how Cleaner Shepherd's Bush manages concerns and complaints about our cleaning services. Our aim is to make it simple for clients to tell us when something has gone wrong and to resolve issues quickly, fairly, and transparently.

Our Commitment to Handling Complaints

We recognise that occasionally things may not go as planned with a cleaning visit or ongoing service. When that happens, we want to know about it so we can put things right and improve future service. Every complaint is treated seriously, handled confidentially, and reviewed by a responsible member of our team.

We are committed to:

Responding to complaints promptly and courteously.

Investigating the facts carefully and objectively.

Keeping you informed about what is happening with your complaint.

Offering a fair outcome and, where appropriate, taking corrective action.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff, visits, or communication that requires a response. This may include, for example:

Concerns about the standard or quality of cleaning.

Missed or late appointments without reasonable notice.

Damage to property or items during a cleaning visit.

Conduct, attitude, or behaviour of cleaning staff.

Issues with invoices, quotations, or agreed service terms.

If you are unsure whether your concern is a complaint, please raise it anyway. We would rather hear from you and have the opportunity to help.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us understand the details clearly and create a record for both you and us. When submitting a complaint, please provide as much information as possible so we can investigate efficiently.

To help us deal with your complaint, please include:

Your full name and, if relevant, the property address where the service took place.

The date of the cleaning visit or the period of service your complaint relates to.

A clear description of what went wrong or what you are dissatisfied with.

Any relevant photos or notes that support your description.

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

We encourage you to raise complaints as soon as possible after the issue occurs, ideally within a short time of the cleaning visit, so we can investigate while details are still recent.

What Happens After You Make a Complaint

Once we receive your complaint, we follow a structured process to ensure it is handled properly and consistently.

First acknowledgement: We will acknowledge your complaint within a reasonable time frame, confirming that we have received it and that an investigation will take place.

Initial review: A member of our management or supervisory team will review the details of your complaint and, if necessary, contact you to clarify any points or request further information.

Investigation: We will gather information relevant to your complaint. This may include speaking to the cleaner or team involved, reviewing schedules, checklists, and any notes from the visit, and considering photographic evidence if supplied.

Response: Once the investigation is complete, we will respond to you with our findings. Where your complaint is upheld in full or in part, we will explain what went wrong, apologise where appropriate, and outline the steps we will take to put things right or prevent a recurrence.

Timeframes for Response

We aim to resolve most complaints within a short period, depending on the complexity of the issue and the availability of information. Some matters, such as concerns about damage or repeated service problems, may require more time to investigate fully. In such cases, we will keep you updated on progress and give you an estimated timescale for a final response.

Possible Outcomes and Remedies

Where we find that we have made a mistake or not met our usual standards, we will consider reasonable remedies. These may include:

Arranging a re-clean of the affected areas where appropriate.

Reviewing or adjusting service plans or schedules.

Providing training or guidance to cleaners involved.

Amending internal processes or supervision methods.

Discussing any other fair solutions that address your concerns.

Our aim is always to reach an outcome that is fair to both you as the client and to our staff, taking into account the circumstances and information available.

Escalating Your Complaint

If you are not satisfied with the outcome or the way your complaint has been handled, you may request that it be reviewed by a more senior member of our team. When requesting a review, please explain why you remain dissatisfied and what further resolution you are seeking. The review will focus on whether the original investigation was conducted appropriately and whether the response was reasonable in light of the facts.

Confidentiality and Data Handling

All complaints are handled in confidence. Details are shared only with team members who need the information to investigate and resolve the matter. We keep a record of complaints to monitor performance, identify recurring issues, and improve our services across our cleaning operations.

Using Feedback to Improve Our Services

Every complaint is an opportunity for us to review and enhance the way we deliver cleaning in Shepherd's Bush and surrounding areas. We analyse complaint patterns, adjust our training, update checklists and quality control procedures, and refine our communication with clients. By following this complaints procedure, we aim not only to resolve individual issues but also to raise our overall service standards.

Summary

Cleaner Shepherd's Bush is committed to clear, fair, and timely handling of complaints. If you are unhappy with any aspect of your cleaning service, please let us know. We will listen carefully, investigate thoroughly, and do our best to reach a satisfactory resolution, while using your feedback to continue improving the service we provide.