Cleaner Richmond Upon Thames Complaints Procedure

Cleaner Richmond Upon Thames is committed to providing reliable and consistent cleaning services across the local area. We recognise that, on occasion, things may not go to plan. This complaints procedure sets out how you can raise a concern and how we will respond in a fair, transparent, and timely manner.

Purpose of this complaints procedure

The purpose of this procedure is to explain how clients can tell us when something has gone wrong, how we record and investigate complaints, and what you can expect from us at each stage. It applies to all our cleaning services, including regular domestic cleaning, one off deep cleans, end of tenancy cleaning, and commercial cleaning.

We use all feedback, including complaints, to improve our services and training for our cleaning teams within Richmond upon Thames and nearby areas.

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or the way we manage bookings and payments, where you would like a response or resolution.

Examples of complaints include, but are not limited to:

Cleaning standards not meeting what was agreed or reasonably expected

Damage to property or belongings allegedly caused during a clean

Missed or significantly delayed appointments without reasonable notice

Unprofessional behaviour, rudeness, or poor conduct by staff

Inaccurate information about pricing, scope of work, or timing

Concerns about how a previous issue or complaint was handled

How to make a complaint

You may raise a complaint using any written method you prefer. Please include as much detail as possible so that we can investigate effectively. To help us deal with your concern, we recommend providing:

Your full name and, if applicable, the business or property name

The service address and approximate date and time of the clean

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

Any supporting information, such as photographs or notes

What outcome you are seeking, where this is known

We encourage you to raise complaints as soon as possible after the issue arises. This allows us to address matters while details are still fresh and, where possible, to put things right quickly.

Timescales for making a complaint

To enable a fair investigation, we ask that complaints relating to cleaning quality or missed tasks are raised within 48 hours of the service taking place. For other issues, such as conduct or communication, please raise your concerns as soon as reasonably practical.

Complaints reported outside reasonable timeframes may be more difficult to verify, and some forms of redress, such as re cleaning, may not be possible. However, we will always review the information you provide and respond in line with this procedure.

How we will handle your complaint

Our complaints process usually follows three steps: acknowledgement, investigation, and resolution.

Acknowledgement

Once we receive your complaint, we will record it in our system. We will then acknowledge receipt in writing. In our acknowledgement we will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a full response.

Investigation

Your complaint will be reviewed by a member of our management team who is not directly involved in the matter where possible. They may:

Review booking records, job notes, and staff schedules

Speak with the cleaners or supervisors who attended the property

Assess photographs, messages, or other supporting information

Compare what was agreed for the service against what was delivered

We may contact you if we require further information to complete our investigation. We aim to conduct all investigations impartially and with respect for both clients and staff.

Outcome and resolution

After the investigation, we will provide you with a written response setting out our understanding of the complaint, what we have found, and any action we will take. Where your complaint is upheld, possible resolutions may include:

A re clean of specific areas where standards fell short

A partial or full refund, where appropriate

Corrective action or additional training for staff

Changes to our internal processes to prevent recurrence

In cases where we do not uphold the complaint, we will explain our reasons clearly and provide any relevant evidence or context from our investigation.

Timescales for our response

We aim to acknowledge all complaints promptly and to provide a full written response within a reasonable period. Some complaints, particularly those involving alleged damage or complex circumstances, may require more time to investigate. If this happens, we will keep you informed about progress and let you know when you can expect a final response.

Escalation and further review

If you are unhappy with the outcome of your complaint, you may request a further review by a senior member of our team. In your request, please explain why you disagree with the initial decision and provide any additional information you would like us to consider.

The senior reviewer will look again at the complaint, the original investigation, and the outcome, and will then issue a final response. This internal escalation stage is intended to ensure your concerns are considered at a higher level within Cleaner Richmond Upon Thames.

Fair treatment and confidentiality

We treat all complaints seriously and handle them with sensitivity and confidentiality. Information is shared only with staff who need it to investigate and resolve the matter. Making a complaint will not affect your right to continue using our services in Richmond upon Thames or the way you are treated by our team.

We expect clients and staff to communicate respectfully throughout the complaints process. Abusive, discriminatory, or threatening behaviour will not be tolerated.

Using feedback to improve our cleaning services

Complaints are an important source of learning for Cleaner Richmond Upon Thames. We regularly review the nature and frequency of complaints to identify patterns and areas for improvement in our cleaning services, staff training, supervision, and customer communication.

By following this complaints procedure, we aim to resolve individual issues fairly while continuously raising our standards for homes and businesses across the local area.