Complaints Procedure for Cleaners Putney

This Complaints Procedure explains how clients can raise concerns about our cleaning services and how those concerns will be handled. Our aim is to resolve issues quickly, fairly and professionally, while continually improving the quality of our cleaning in Putney and the surrounding areas.

Our Commitment to Handling Complaints

We take all complaints seriously and treat every concern as an opportunity to learn and improve. Whether you are a regular client or booking a one-off clean, you have the right to raise a complaint if any aspect of our service does not meet your expectations.

We are committed to:

• Making it easy to complain
• Acknowledging complaints promptly
• Investigating all complaints thoroughly and impartially
• Keeping you informed throughout the process
• Providing a clear outcome and explanation
• Using feedback to prevent similar issues in future

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about our cleaning services, our cleaners, our booking process, or our customer service. This may include:

• Quality of cleaning work
• Timekeeping or attendance of cleaners
• Conduct, attitude or behaviour of staff
• Damage to property or items during cleaning
• Billing, charges or payment issues
• Miscommunication or booking errors

We also welcome general feedback and suggestions, even when you do not wish to make a formal complaint.

How to Make a Complaint

You can raise a complaint in any of the following ways:

• Speaking to us verbally through your usual contact method
• Writing to us through our standard written communication channels
• Providing feedback via any existing form you have been given

When submitting a complaint, please include as much detail as possible, such as:

• Your full name and the property address
• Date and time of the clean or incident
• Names of any cleaners involved, if known
• A clear description of the issue
• Any photos or supporting information you wish to share
• How you would like the issue to be resolved

Stage One: Initial Complaint Handling

In the first instance, complaints will usually be handled by our customer service team or the person who manages your booking.

Upon receiving your complaint, we will:

• Log the complaint in our internal system
• Acknowledge receipt within a reasonable timescale
• Clarify any details if necessary
• Aim to resolve straightforward issues immediately or within a short period

Whenever possible, we will try to put things right quickly, which may include a re-clean, practical remedy, or a goodwill gesture where appropriate.

Stage Two: Investigation and Formal Response

If your complaint cannot be resolved at the initial stage, or if the matter is more serious or complex, it will be escalated for investigation.

During this stage we may:

• Speak to the cleaners or staff involved
• Review schedules, checklists and job notes
• Examine any photographs, messages or other evidence
• If relevant, discuss with you by phone or in writing to understand the issue fully

Following our investigation, we will provide you with a formal response that includes:

• A summary of your complaint
• The steps we took to investigate
• Our decision and any findings
• Any actions we propose to take to resolve the matter
• Information on what you can do if you remain dissatisfied

Possible Outcomes and Remedies

Depending on the nature of the complaint and our findings, potential outcomes may include:

• An apology and explanation
• A re-clean of specific areas
• Corrective action to improve service in future
• Internal training or performance review for staff
• Review of our procedures or checklists
• In certain cases, consideration of appropriate compensation

Any remedy offered will be proportionate to the impact of the issue and the circumstances of the complaint.

Escalating Your Complaint

If you are not satisfied with the outcome of the investigation at Stage Two, you may request that your complaint is reviewed by a senior member of our management team.

When escalating, please explain why you are unhappy with the previous response and what outcome you are seeking. The review will focus on:

• Whether the complaint was investigated fairly
• Whether the decision was reasonable in light of the evidence
• Whether our procedures were followed correctly

We will then provide a final response setting out our conclusions and any further actions we will take.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue occurs. Complaints about a specific clean should normally be raised within a short timeframe of the visit so that we can verify the details and address them promptly.

Confidentiality and Data Protection

All complaints are handled confidentially. Information will only be shared with those who need it to investigate and resolve the issue. We manage all personal data in line with applicable data protection requirements and keep complaint records securely.

Recording and Using Complaint Data

We keep a record of all complaints, including the nature of the issue, how it was resolved and any follow-up actions. This information is used to:

• Monitor service quality across our cleaning teams
• Identify patterns or recurring issues
• Improve staff training, supervision and procedures
• Enhance our overall service for clients in Putney and nearby areas

Fair Treatment of Clients and Staff

We aim to treat all parties fairly and respectfully. We do not tolerate abusive, threatening or discriminatory behaviour towards our staff. In serious cases, we may end a visit or refuse future service where behaviour puts our cleaners at risk. Equally, any substantiated complaint about unacceptable conduct by a cleaner will result in appropriate action being taken.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal practices or relevant guidance. The most current version will always apply to how we handle your complaint.

If you have any questions about this Complaints Procedure, please contact us through your usual communication method before or after making a complaint. We will be happy to explain how it works and what you can expect at each stage.