Complaints Procedure

Complaints Procedure for Kingston upon Thames Cleaner

This Complaints Procedure explains how Kingston upon Thames Cleaner manages and resolves concerns about our cleaning services. We aim to deliver reliable and professional cleaning across Kingston upon Thames and nearby areas, and we take all complaints seriously as an opportunity to improve our standards.

Our Commitment to Handling Complaints

We are committed to dealing with every complaint promptly, fairly and consistently. Our objectives when a concern is raised are to understand what has happened, to put things right where possible, and to prevent similar issues from occurring again. We treat all customers with respect and expect the same courtesy for our staff throughout the process.

This procedure applies to all domestic and commercial cleaning clients who wish to raise a concern about any aspect of the service, including quality of work, conduct of cleaners, booking and scheduling, or administrative issues.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way we have handled a previous enquiry. Examples include, but are not limited to:

Cleaning not completed to the agreed standard or specification. Missed or significantly delayed appointments without adequate explanation. Concerns about the behaviour or professionalism of a cleaner. Issues with access, keys, alarms or property care. Disputes about charges, invoices or payments. Communication problems, such as unanswered messages or unclear information.

We encourage you to raise any concern as soon as possible so that we can address it while the details are still fresh and corrective action can be taken quickly.

How to Raise a Complaint

You can make a complaint verbally or in writing. While we accept verbal complaints, we recommend submitting your complaint in writing wherever possible so that there is a clear record of the issue and the outcome you are seeking.

When raising a complaint, please provide:

Your full name and, if applicable, the name of your business. The service address where cleaning was carried out. The date and time of the relevant service or incident. A clear description of what went wrong or did not meet your expectations. Any supporting details that may help us investigate, such as photos or notes. How you would like us to resolve the issue, if you have a preferred outcome.

We will handle complaints submitted through any normal communication channel you use with us.

Timeframes for Acknowledgement and Response

We aim to acknowledge all complaints within two working days of receipt. The acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

We will then carry out an initial review, which may involve speaking with the cleaner who attended, checking schedules and job notes, and if relevant, requesting further information from you. Our goal is to provide a full response within ten working days of acknowledgement. If we need longer due to the complexity of the matter, we will let you know and provide an estimated timescale for a final response.

How We Investigate Complaints

Every complaint is handled by a member of our management or customer care team who has the authority to investigate and propose a solution. The investigation may include:

Reviewing your original booking details and any special instructions. Speaking with the cleaning staff involved. Checking internal records, schedules and quality control reports. Where appropriate and with your agreement, arranging a visit to review the cleaning on site.

We will base our findings on the available evidence and what is reasonable in the circumstances, taking into account the type of service booked and any agreed limitations or exclusions.

Outcomes and Resolutions

When our investigation is complete, we will explain our findings and any actions we propose to take. Depending on the situation, possible outcomes may include:

Providing a re-clean of the affected areas within a reasonable time. Offering a partial or full adjustment to your invoice, where appropriate. Giving advice or clarification where expectations or service scope were unclear. Implementing additional training or guidance for staff members. Reviewing and updating our procedures to reduce the chance of a similar issue recurring.

We will confirm the agreed resolution in writing. If you accept a proposed solution such as a re-clean or adjustment, we will arrange this as soon as reasonably possible.

Escalating a Complaint

If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed by a more senior member of our management team. When requesting an escalation, please explain why you are unhappy with the previous response and what you believe would be a fair resolution.

The senior reviewer will reconsider the complaint, the original findings and any new information you provide. We will then issue a final position on the complaint. This will usually conclude our internal complaints process.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter, such as relevant managers and the staff directly involved. We handle all personal data in accordance with applicable data protection laws and retain complaint records only for as long as necessary for legitimate business and legal purposes.

Using Complaints to Improve Our Service

We review complaints periodically to identify patterns and areas where we can improve our cleaning services, staff training and customer communication. Feedback, whether positive or negative, is a valuable part of maintaining high standards for our clients in Kingston upon Thames and the surrounding area.

By following this Complaints Procedure, our aim is to resolve issues fairly and transparently while continuing to improve the service we provide.