Complaints Procedure

Complaints Procedure for Cleaners St. John's Wood

This complaints procedure explains how clients of Cleaners St. John's Wood can raise concerns about our cleaning services and how we will respond. Our aim is to resolve issues promptly, fairly, and transparently so that you can have confidence in the work carried out in your home or business premises.

Our Commitment to Handling Complaints

We recognise that, despite careful planning and training, problems can sometimes occur. When they do, we treat every complaint as an opportunity to put things right and improve our service. We are committed to listening carefully, taking your concerns seriously, and dealing with them in a respectful and professional manner.

We will:

Listen to your concerns without making assumptions, acknowledge your complaint promptly, investigate the matter thoroughly and objectively, keep you informed throughout the process, and provide a clear and timely response with any appropriate remedial action.

What This Complaints Procedure Covers

This procedure applies to complaints about our cleaning services, including but not limited to:

The standard or quality of cleaning provided at your property, punctuality, reliability, or conduct of cleaners attending your premises, adherence to agreed instructions or schedules, health and safety concerns relating to the service, and handling of keys or access arrangements.

If your concern relates to data protection, safeguarding, or other legal or regulatory matters, we may need to follow additional procedures, which we will explain to you clearly if relevant.

Raising an Informal Concern

Where possible, we encourage you to raise concerns informally first. Many issues can be resolved quickly by discussing them as soon as they arise. If you feel comfortable, please speak to our representative or the person who arranged your cleaning service and explain what has gone wrong and what outcome you are seeking.

We will aim to resolve informal concerns at the earliest opportunity, often the same day or within a short period. If an informal conversation does not resolve the matter to your satisfaction, or if you prefer a more formal approach, you can raise a formal complaint using the process below.

How to Make a Formal Complaint

If you wish to make a formal complaint, please provide a clear description of the problem, including when it occurred and which property or appointment it relates to. Where possible, include relevant details such as the date and time of the service, the name of any cleaner involved if known, a description of how the service fell below your expectations, and any immediate impact on you or your property.

The more detail you can provide, the easier it will be for us to investigate fully and respond appropriately. We will treat all information you provide confidentially and only share it with those who need to know in order to handle your complaint.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, provide a reference or way to identify your case, explain the next steps in the process, and indicate an expected timescale for our investigation and response.

If we require any additional information or clarification to understand the issue fully, we will let you know at this stage.

Investigation Process

Your complaint will be investigated by a person with appropriate authority and independence from the events complained about wherever possible. The investigation may include reviewing service records relating to your bookings, speaking to the cleaners and staff involved, checking quality control logs or previous feedback, and, where relevant, asking you for further information or evidence.

We aim to conduct investigations fairly, without pre-judging the outcome, and with consideration for everyone involved. We will keep you updated if there are any significant developments or delays in the process.

Our Response and Possible Outcomes

After completing our investigation, we will provide a written response setting out a summary of your complaint and the issues considered, the findings of our investigation, any conclusions we have reached, and any actions we propose to take.

Depending on the circumstances, appropriate outcomes may include an apology and explanation, repeating or correcting part of the cleaning service, adjustments to future services or schedules, staff training or supervision measures, and, where justified, financial remedies such as a partial refund or discount on future services.

We will explain clearly how we have reached our conclusions and what steps we will take to prevent similar issues in future.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied after receiving our response, you may request a further review. Please explain which aspects of our decision or handling of the complaint you disagree with and why. A more senior member of our team or an alternative person not previously involved will review the complaint, the investigation, and the outcome reached.

After this review, we will issue a final response. This will either uphold the original decision, uphold your complaint in full or in part, or propose a revised resolution. This stage is intended to ensure your concerns have been fully and fairly considered.

Timescales

We aim to handle complaints within reasonable and proportionate timescales. Although specific timeframes may vary depending on the complexity of the matter, we generally seek to acknowledge complaints promptly, complete most investigations within a few weeks, and keep you updated if more time is required.

Where circumstances outside our control cause delays, we will inform you and provide a revised indication of when you can expect an update or final response.

Recording and Using Complaints to Improve Our Services

We keep a confidential record of complaints received and how they are resolved. These records help us identify patterns or recurring issues, review the performance and training needs of our cleaning teams, and continuously improve the services we offer in the local area.

By following this complaints procedure, Cleaners St. John's Wood seeks to ensure that all clients have a clear route for raising concerns and that every complaint is treated as a valuable source of feedback to enhance the reliability and quality of our cleaning services.