Complaints Procedure

Cleaners House Complaints Procedure

Cleaners House is committed to providing reliable, high quality domestic and commercial cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns, how we will respond, and what you can expect from us at each stage.

Our Commitment To You

We aim to handle every complaint fairly, consistently and within reasonable timescales. Our goals are to listen carefully, understand what went wrong, put things right where we can, and learn from feedback to improve our cleaning services across our service area.

No client will be treated unfavourably for making a complaint in good faith. We welcome all comments, both positive and negative, as an opportunity to improve.

What This Procedure Covers

This complaints procedure covers any concerns relating to Cleaners House services, including:

Issues with the standard of cleaning work carried out in your home or premises, behaviour or conduct of our cleaners, missed or late appointments, damage to property or belongings arising from our work, health and safety concerns connected to our activities, administrative matters such as scheduling, billing or communication.

This procedure does not cover matters outside our control, such as delays caused by extreme weather, access problems caused by third parties, or issues relating to services not supplied by Cleaners House.

Raising An Informal Concern

We encourage you to raise any concern as soon as possible after the issue occurs. In many cases, matters can be resolved quickly and informally.

If the cleaner is still on site and you feel comfortable doing so, you may discuss the issue directly with them. Often, the cleaner can correct the problem immediately, for example by re-cleaning an area or adjusting the way a particular task is carried out.

If the cleaner has already left, or if you would prefer not to raise it with them, you can contact our office team. Please provide your name, the property address where the cleaning took place, the date and time of the clean, and a clear description of the issue. The more detail you provide, the better we can understand what has happened and how to resolve it.

Making A Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if the issue is more serious, you may make a formal complaint. A formal complaint should be made as soon as reasonably possible, ideally within seven days of the incident, so that we can investigate while events are still recent.

When submitting a formal complaint, please include the following information:

Your full name and the address where the cleaning was carried out, the dates and times of the relevant clean or cleans, a detailed description of what went wrong, including any impact on you or your property, details of any informal discussions already held, and the outcome you are seeking, such as a re-clean or investigation.

We may ask for photographs or other supporting information if this will help us understand the issue more clearly.

How We Handle Complaints

Once we receive your formal complaint, we will record it in our internal system and begin an investigation. We aim to acknowledge receipt of your complaint within a reasonable period. An appropriate member of our management team will review the information, speak with the cleaner or cleaners involved, and examine any relevant schedules, checklists or records.

We may contact you to clarify points or to request further information. Where practical, we will propose a resolution within a reasonable timescale, taking into account the complexity and seriousness of the complaint. Possible outcomes may include an apology, a complimentary re-clean of specific areas, a partial or full adjustment to your invoice, or changes to how we deliver our services in future.

Timescales For Resolution

The time needed to resolve a complaint will vary depending on its nature. Simple issues can often be resolved within a few working days. More complex matters, such as alleged damage or health and safety concerns, may require a longer investigation.

We will keep you informed if the investigation is likely to take longer than expected and will provide an explanation for any delay. Our priority is to ensure that your complaint is handled thoroughly and fairly.

Escalating Your Complaint

If you are not satisfied with the outcome of our investigation or the resolution offered, you may request that your complaint be reviewed at a higher level within Cleaners House. Your complaint will then be reassessed by a senior manager who was not directly involved in the original investigation.

During this review, we will look again at all relevant information, including any additional points you wish to raise. We will then provide a final response that sets out our findings and the reasons for our decision.

Complaints About Damage

Where a complaint relates to alleged damage to property or belongings, you should inform us as soon as you become aware of the issue and no later than a reasonable period after the clean. Please do not dispose of damaged items before we have had an opportunity to review the matter.

We may request photographs, purchase information or other evidence relating to the item. Each case will be considered individually, taking into account the information provided, our records and the circumstances of the clean.

Use Of Feedback To Improve Our Services

All complaints are recorded and monitored so that we can identify patterns, recurring issues or areas where our training and procedures need to be strengthened. We regularly review complaint data to improve the reliability, safety and quality of our cleaning services across our operating area.

By raising your concerns, you help us maintain high standards and support our ongoing commitment to delivering a professional and dependable cleaning service.

Confidentiality And Data Protection

All complaints are handled with appropriate confidentiality. Information relating to your complaint will be shared only with those who need to know in order to investigate and resolve the matter. We will handle your personal data in line with applicable data protection principles and will use it only for the purpose of dealing with your complaint and improving our services.

Review Of This Procedure

Cleaners House keeps this complaints procedure under regular review to ensure it remains clear, fair and effective. We may update the procedure from time to time to reflect changes in our services, internal processes or relevant regulations. The latest version will always apply to any complaint we receive.

We value every client and aim to ensure that any concerns are dealt with respectfully, transparently and as quickly as possible.