Complaints Procedure for Cleaner St John's Wood Clients

This Complaints Procedure explains how clients of Cleaner St John's Wood can raise concerns about any aspect of our cleaning services, and how we will respond. It applies to all clients using our domestic and commercial cleaning services within our service area.

Our Commitment to Resolving Complaints

Cleaner St John's Wood is committed to delivering a consistent, high standard of cleaning. When something does go wrong, we aim to resolve issues quickly, fairly, and transparently. All complaints are taken seriously and used to improve our services and staff training.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or how those services have been delivered. This may include, but is not limited to:

Service quality issues, such as areas missed, poor cleaning standards, or damage caused during cleaning.

Reliability or timing issues, such as cleaners arriving significantly late, not attending an agreed appointment, or repeated cancellations.

Professional conduct issues, including behaviour, attitude, or communication from any member of our team.

Administrative or booking issues, such as incorrect invoices, misunderstandings about agreed services, or scheduling errors.

We encourage clients to raise concerns as soon as possible so that we can address them promptly.

How to Make a Complaint

Clients may submit a complaint in writing. Providing full details helps us investigate thoroughly and respond effectively.

When making a complaint, please include:

Your full name and, if applicable, the name of your organisation.

The property address where the cleaning was carried out.

The date and approximate time of the clean or incident.

A clear description of the issue, including specific rooms or items involved.

Photographs or other supporting information, if available and relevant.

Whether you would prefer a rectification visit, a service review, or another form of resolution.

If your concern is minor and can be resolved informally, you may first raise it with your regular cleaner or the person who manages your booking. If it cannot be resolved informally, or you prefer a formal route, please follow the steps set out below.

Stages of the Complaints Process

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will log the details of your complaint in our internal system and assign it to an appropriate member of our management team to review.

During the initial review we may:

Check relevant booking and job records.

Speak with the cleaner or team who attended the property.

Request further information or clarification from you if anything is unclear.

Our aim at this stage is to understand what has happened and whether the issue can be resolved quickly.

Stage 2: Investigation and Response

Following the initial review, we will carry out a more detailed investigation where necessary. Once the investigation is complete, we will provide you with a written response setting out:

Our understanding of the complaint.

What we have done to investigate the matter.

The outcome of our investigation.

Any proposed remedy or action.

Where appropriate, we may offer one or more of the following:

A complimentary rectification visit to address areas of concern.

A partial credit or other service-based goodwill gesture, assessed on a case-by-case basis.

Changes to your regular cleaning plan, staff allocation, or schedule.

Updates to our internal procedures or training where the complaint highlights a recurring issue.

Stage 3: Escalation

If you are not satisfied with the outcome at Stage 2, you may request that your complaint be escalated. Your complaint will then be reviewed by a senior member of our management team who has not been directly involved in the original investigation.

The senior reviewer will consider:

Whether the original investigation was thorough and fair.

Whether the outcome and any remedy were reasonable and proportionate.

Whether any additional steps are required to resolve the issue.

Following this review, we will provide you with a further written response explaining our final position on the matter within a reasonable timeframe.

Timeframes for Handling Complaints

We aim to handle complaints as promptly as possible. Timeframes may vary depending on the complexity of the issue, but our general approach is as follows:

Acknowledge receipt of your complaint as soon as reasonably possible.

Carry out and complete the initial investigation within a reasonable period.

Provide a full written response once the investigation is complete.

For escalated complaints, an additional review will be carried out, and a further response will be provided within a reasonable timeframe.

If delays are unavoidable, we will keep you updated on the progress of your complaint.

Client Responsibilities

To help us resolve complaints effectively, we ask that clients:

Report issues as soon as they become apparent, ideally within a short time after the clean.

Provide accurate, detailed information and any available evidence.

Allow us reasonable access to the property to carry out a rectification visit where appropriate.

Communicate courteously with our staff throughout the process.

Use of Complaint Information

Information collected as part of a complaint will be used solely for the purposes of investigating and resolving the issue, monitoring service quality, and improving our cleaning operations. We respect client confidentiality and handle all information in line with applicable data protection principles.

Continuous Improvement

Cleaner St John's Wood regularly reviews all complaints to identify patterns, training needs, or changes required to our cleaning processes, supervision, or quality control. Your feedback, whether positive or negative, plays an important role in helping us maintain and improve our standards across the communities we serve.