Complaints Procedure

Cleaner Battersea Complaints Procedure

Cleaner Battersea is committed to delivering reliable and professional cleaning services. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we will take to resolve any issues fairly and efficiently.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and straightforward process for clients who wish to complain about any aspect of our work. It applies to all cleaning services we provide, including domestic, commercial, and end of tenancy cleaning. Our aim is to use your feedback to put things right quickly and improve our services for the future.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our cleaning services, our staff, our communication, or any aspect of our operations. Examples may include missed areas during a clean, lateness without reasonable explanation, conduct or behaviour of staff members, damage to property, or administrative errors such as booking issues or billing concerns.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. When making a complaint, please provide as much information as you can, including your name, the service address, the date and time of the clean, a description of what went wrong, and how you would ideally like the matter to be resolved.

Where possible, we encourage you to raise concerns as soon as you notice an issue. Complaints made close to the time of the service make it easier for us to investigate thoroughly and take prompt action.

Information to Include in Your Complaint

To help us handle your complaint efficiently, please include the following information where relevant: your full name and preferred method of contact, the date and approximate time of the cleaning service, details of the service you booked, a clear description of the issue or concern, any photographs or notes that may support your complaint, and any steps you have already taken to try to resolve the matter with our staff.

Our Complaint Handling Stages

We follow a structured process to ensure complaints are dealt with consistently and fairly.

Stage 1: Initial Review. Once we receive your complaint, we will record it and, where possible, acknowledge it within a reasonable timeframe. At this stage, we will review the details you have provided, check our records and schedules, and, if needed, contact the cleaning team involved to gain a full understanding of events.

Stage 2: Investigation and Outcome. We will investigate the matter objectively, considering all available information. When the investigation is complete, we will provide you with a response setting out our findings, any steps we have already taken, and our proposed resolution. Where appropriate, we may offer a re-clean of specific areas, adjust an invoice, or take internal actions such as additional staff training.

Stage 3: Further Review. If you are not satisfied with the outcome of Stage 2, you may request a further review. In this case, a more senior member of the team will reassess your complaint, the investigation carried out, and the decision made. We will then provide a final response explaining our position and any additional steps we are prepared to take.

Timeframes for Responding

We aim to acknowledge complaints promptly, and to provide a full response within a reasonable timeframe. In more complex cases, where additional investigation is required, we may need more time. If this happens, we will inform you that the investigation is ongoing and give an indication of when you can expect an outcome.

How We Aim to Resolve Complaints

Our primary goal is to restore your confidence in our cleaning services. Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include an apology and explanation, a complimentary or discounted re-clean of affected areas, a partial refund or credit against future services where justified, and internal measures such as coaching, supervision or training for team members.

We consider each complaint on its own merits and will always try to reach a fair and proportionate resolution.

Your Responsibilities When Making a Complaint

We ask that you raise concerns calmly and respectfully, and that you provide accurate information to help us investigate. If access to the property is required for inspection or re-cleaning, please ensure that we can enter at the agreed time. Where damage is alleged, photographic evidence and prompt notification greatly assist in reaching a fair outcome.

Our Commitment to Fairness and Respect

We treat all complaints seriously and handle them with courtesy and professionalism. We will not discriminate against any person who raises a complaint, and your ongoing cleaning arrangements will not be negatively affected simply because you have chosen to complain. We expect the same level of respect and courtesy in return for our staff and representatives.

Confidentiality and Data Protection

Details of your complaint will be shared only with those who need to know in order to investigate and resolve the matter. We handle all information in line with our privacy practices and applicable data protection requirements. Records of complaints are retained securely for an appropriate period and used to monitor service quality and identify areas for improvement.

Using Feedback to Improve Our Services

Every complaint is an opportunity for us to review how we operate and identify where we can do better. We regularly analyse complaints and feedback to spot patterns, refine our procedures, update staff training, and improve both our cleaning standards and client communication. By letting us know when something goes wrong, you help us to maintain and enhance the quality of our services in Battersea and the surrounding areas.

Review of this Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and in line with our commitment to high service standards. We may update it from time to time to reflect changes in our internal processes or wider industry expectations. The version displayed here will always be the most current procedure in use by Cleaner Battersea.