Complaints Procedure for Cleaners Richmond upon Thames
This Complaints Procedure explains how clients can raise concerns about our cleaning services and how we handle and resolve those concerns. It applies to all domestic and commercial cleaning work carried out by Cleaners Richmond upon Thames and is designed to ensure every complaint is treated fairly, consistently and promptly.
Our Commitment to Resolving Complaints
We aim to deliver reliable, high quality cleaning in Richmond upon Thames and surrounding areas. If something goes wrong, we want to know about it as soon as possible so we can put it right and improve our service. Every complaint is taken seriously and handled in a respectful, confidential and impartial manner.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our communication or our administration, where a response or resolution is expected. This can include, for example:
Issues with cleaning quality, missed areas or damage to property. Concerns about timekeeping, behaviour, conduct or professionalism of cleaners. Problems with bookings, scheduling, access or cancellations. Concerns about invoices, payments or charges. Any situation where you feel we have not met agreed standards or reasonable expectations.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are preferred when possible, as they help us record all details accurately and investigate more efficiently.
When making a complaint, please provide the following information so we can help you quickly and effectively:
Your full name and, if relevant, the name of the business or organisation. The address where the cleaning took place. The date and approximate time of the service. A clear description of what went wrong or why you are dissatisfied. Any relevant photos, notes or supporting information that may help our investigation. Your preferred outcome, for example a re clean, an explanation, a correction to an invoice or other remedy.
Time Limits for Making a Complaint
To allow us to investigate thoroughly, we ask that complaints are raised as soon as reasonably possible after the issue occurs. For complaints about cleaning quality, we recommend getting in touch within 24 hours of the service, or at the earliest opportunity where this is not possible. Complaints made after a long delay may be more difficult to assess fully, but we will always review any concern raised in good faith.
How We Acknowledge Your Complaint
Once we receive your complaint, we will record it in our internal system and allocate it to an appropriate person for review. We aim to acknowledge complaints within a reasonable timeframe, confirming that we have received your concern and explaining the next steps in the process. If we need more information from you, we will let you know.
Investigation Process
Each complaint is investigated objectively and without bias. Depending on the nature of the complaint, our investigation may include:
Speaking with the cleaner or cleaning team involved. Reviewing schedules, job notes and any relevant records. Examining any photos or evidence provided by you or our staff. Visiting the property where appropriate and by prior arrangement. Reviewing our policies and procedures to check whether they were followed correctly.
Our goal is to fully understand what happened, why it happened and how we can prevent similar issues arising in future.
Response and Resolution
After completing our investigation, we will contact you with an outcome. We aim to provide a full response within a reasonable time, taking into account the complexity of the complaint. Our response will usually include:
A summary of your complaint as we understand it. The findings of our investigation. Any steps we have already taken to put things right. Any further actions we propose as a resolution. Any changes we plan to make to our internal processes or training where relevant.
Possible resolutions may include, where appropriate and at our discretion, a re clean of the affected area, a partial or full adjustment to an invoice, an apology or explanation, or changes to the team delivering your cleaning service. Each case is assessed individually to ensure any outcome is fair and proportionate.
If You Are Not Satisfied with the Outcome
If you feel that your complaint has not been resolved satisfactorily, you may request a further review. In this case, your complaint and our initial findings will be considered by a more senior member of our management team who was not directly involved in the original investigation. They will review the information, consider any additional points you raise and provide a final response.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about your complaint is only shared with staff who need it to investigate and resolve the issue. We keep records of complaints in line with our data protection obligations and retain them only as long as necessary for legitimate business and legal purposes.
Fair Treatment of Staff
While we are committed to addressing client concerns, we also have a duty of care to our cleaners and office staff. We expect all communications to be respectful. We will not tolerate abusive, threatening or discriminatory behaviour towards our team. In serious cases, this may lead to us ending the service relationship.
Continuous Improvement
We analyse complaint trends to identify recurring problems and opportunities for improvement. This may lead to additional staff training, changes in our cleaning methods, updates to our scheduling systems or other service refinements across Richmond upon Thames and nearby areas.
Status of This Procedure
This Complaints Procedure forms part of the terms under which we provide cleaning services. We may update it from time to time to reflect changes in our operations, industry best practice or legal requirements. The version published here replaces all previous versions.
