Cleaner West Kensington Complaints Procedure

Cleaner West Kensington is committed to delivering reliable, high quality cleaning services. We recognise that, on occasion, things may not go as expected. When this happens, we want to know so we can put matters right quickly and fairly, and use your feedback to improve our services.

This complaints procedure explains how you can raise a concern about our cleaning services, what information we need from you, how we will investigate, and the timescales you can expect. It applies to all customers who use our domestic or commercial cleaning services within our service area.

Our Commitment to You

When you make a complaint to Cleaner West Kensington, we will treat you with respect and handle your concern professionally and confidentially. Our aims are to:

Listen to and understand your experience of our cleaning service.

Investigate your complaint thoroughly, fairly and without unnecessary delay.

Provide a clear explanation of what happened and, where appropriate, offer a suitable remedy.

Use the outcome of complaints to improve our cleaning standards, staff training and internal processes.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of cleaning, the conduct of our cleaners, the way our services have been provided, or how we have communicated with you. This could include, for example:

Cleaning not carried out to the agreed specification.

Missed or late cleaning appointments.

Damage to property or items during cleaning.

Behaviour or attitude of cleaning staff you consider unacceptable.

Issues with how your booking or payment has been handled.

If you are unsure whether your concern is a complaint, you are still encouraged to raise it with us so we can help.

How to Make a Complaint

You can make a complaint in writing or by speaking to a member of our office team. We recommend you submit complaints in writing wherever possible, as this helps us to keep a clear record of what has happened and what you would like us to do.

To help us investigate efficiently, please provide the following details:

Your full name and the address where the cleaning was carried out.

The date and approximate time of the cleaning visit concerned.

A clear description of what went wrong and how it has affected you.

Any photos or notes that support your complaint, if available.

How you would like us to resolve the issue, if you have a preferred outcome.

Please raise your complaint as soon as possible after the event, ideally within 7 days. This allows us to investigate while information is still recent and accurate.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system. A member of our management or customer care team will be assigned to your case.

We will acknowledge receipt of your complaint within a reasonable timeframe. In this acknowledgement we will:

Confirm that we have received your complaint.

Provide the name or role of the person responsible for handling it.

Outline the next steps and expected timescales for our investigation.

Stage Two: Investigation

The person handling your complaint will carry out an impartial investigation. Depending on the nature of the issue, this may include:

Reviewing your booking details and service agreement.

Speaking with the cleaners who attended your property.

Reviewing any photos, messages or notes related to the visit.

Assessing our cleaning checklist and quality control records.

We aim to complete our investigation within a reasonable period. If we need more time due to the complexity of the complaint, we will inform you and explain the reason for the delay.

Stage Three: Response and Resolution

When our investigation is complete, we will provide you with a clear and written response. This will include:

A summary of your complaint as we understand it.

Information about how we have investigated the matter.

Our findings and whether we uphold your complaint in full, in part, or not upheld.

Any actions we will take to resolve the issue or prevent it happening again.

Where a complaint is upheld, possible outcomes may include, depending on the circumstances:

A return visit to re-clean affected areas.

An adjustment or partial refund for the cleaning service.

Internal staff training or performance review.

A formal apology.

We will always aim to offer an outcome that is fair and reasonable based on the findings of our investigation.

Stage Four: Further Review

If you feel that your complaint has not been resolved satisfactorily after our initial response, you may request a further review. In this case, your complaint will be reconsidered by a more senior member of our team who was not involved in the original investigation, where possible.

During this review, we will look again at all available information and at how the complaint was handled. We may contact you for additional details if needed. After the review, we will provide you with a final response, setting out our position and any revised actions.

Confidentiality and Data Protection

We treat all complaints with confidentiality. Information about your complaint will only be shared with staff who need it to investigate and resolve the matter. We will store complaint records securely and in line with our data protection obligations.

Using Complaints to Improve Our Services

Every complaint gives Cleaner West Kensington an opportunity to learn and improve. We regularly review complaint patterns and outcomes to identify areas where we can strengthen our cleaning practices, staff training and customer communication.

By following this complaints procedure, we aim to resolve problems efficiently while maintaining the high standards expected from a professional cleaning company serving the local area.