Complaints Procedure for Cleaners in Shepherd's Bush

This complaints procedure explains how you can raise a concern about any cleaning service you receive, how we will respond, and what you can expect from us throughout the process. It applies to all domestic and commercial cleaning visits carried out in Shepherd's Bush and the surrounding area.

Our Commitment to Handling Complaints

We aim to provide a consistently high standard of cleaning and customer care. If something goes wrong, we want to know about it so we can put it right and improve our service. We treat every complaint seriously, listen carefully to what you tell us, and work towards a fair and timely resolution.

We are committed to:

Responding to complaints promptly and courteously.

Investigating concerns thoroughly and impartially.

Keeping you informed at each stage of the process.

Taking appropriate action to resolve the issue wherever possible.

Using feedback to improve our cleaners' training, systems, and standards.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, or our customer service, where you expect a response or resolution. Examples may include:

The quality or thoroughness of the cleaning work.

Missed or late appointments by cleaners.

Conduct, behaviour, or professionalism of cleaning staff.

Damage to property or items during a cleaning visit.

Issues with scheduling, access, or communication about your booking.

If you are unsure whether your concern is a complaint, you are still welcome to raise it. We will decide the most appropriate way to address it.

How to Make a Complaint

You can raise a complaint in writing or verbally. To help us deal with your concern as quickly as possible, please provide:

Your full name.

The address where the cleaning took place.

The date and approximate time of the cleaning visit.

A clear description of what went wrong.

Any photographs or evidence, if relevant to the issue.

Details of how you would like us to resolve the matter, if you have a preferred outcome.

You may raise your complaint immediately after a visit, or once you have had time to inspect the work. Wherever possible, please contact us within a reasonable time frame so that we can properly review the service provided.

Informal Resolution in the First Instance

Many concerns about cleaning quality or minor service issues can be resolved quickly on an informal basis. If you are comfortable doing so, please contact us at the earliest opportunity to explain the issue. We may be able to:

Arrange a re-clean of the affected areas.

Clarify what was agreed in your service specification.

Adjust future cleaning instructions for your property.

Offer practical solutions to prevent similar issues.

If you remain dissatisfied after an informal response, or if the issue is more serious, you may request that your complaint is treated as a formal complaint.

Formal Complaints Process

When you make a formal complaint, we will follow these steps:

Acknowledge: We will acknowledge receipt of your complaint within a reasonable period. In this acknowledgement, we will confirm that your complaint is being investigated and may ask for any additional details we require.

Investigate: We will review the details of your complaint, including speaking to the cleaners involved, checking job records, and assessing any supporting information you have provided. All parties are treated fairly and respectfully.

Respond: Once the investigation is complete, we will provide a clear response explaining our findings, any conclusions reached, and any actions we will take as a result.

Timeframes may vary depending on the nature and complexity of the complaint, but we aim to respond as promptly as is reasonably possible.

Possible Outcomes and Remedies

Depending on the circumstances and findings of our investigation, possible outcomes may include:

An apology and explanation of what went wrong.

A re-clean of specific areas at no additional charge, where appropriate.

Adjustments to future cleaning tasks or schedules.

Internal action, such as additional training or supervision for cleaners.

In rare cases, other remedies that we consider fair and proportionate to the issue.

We will always aim for an outcome that is reasonable and consistent with our obligations and service standards.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. When you do this, please explain why you are unhappy with the initial response and what you would like us to reconsider. A more senior member of our team will review the details, the investigation, and the decision made, and will issue a final response.

Confidentiality and Data Protection

All complaints are handled as confidentially as possible. Information is shared only with those who need it to investigate and resolve the matter. We handle all personal information in line with applicable data protection principles and retain complaint records only for as long as necessary for legitimate business and legal purposes.

Using Feedback to Improve Our Cleaning Services

Complaints and customer feedback from Shepherd's Bush and the surrounding area help us to improve our cleaning services over time. We regularly review the issues raised, identify patterns or recurring concerns, and take steps to improve our procedures, training, and quality control. By sharing your concerns with us, you help us maintain high standards and deliver a more reliable cleaning service for all our customers.

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective in addressing any concerns about our cleaners and cleaning services.