Complaints Procedure for Cleaners Edgware Clients

This complaints procedure explains how clients of Cleaners Edgware can raise concerns about our cleaning services and how those concerns will be handled. Our aim is to resolve issues promptly, fairly, and transparently while continually improving the quality of our domestic and commercial cleaning work.

Purpose and Scope of This Procedure

This procedure applies to all clients who use our cleaning services. It covers complaints about any aspect of the service we provide, including the standard of cleaning, conduct and behaviour of cleaners, punctuality, communication, and adherence to agreed instructions or schedules.

We encourage clients to raise concerns as soon as possible so that we can address them quickly and minimise any inconvenience. All complaints will be treated seriously, whether they are made informally or formally.

Principles of Our Complaints Handling

Our approach to complaints is based on the following principles:

Fairness: We listen to all sides of the issue and aim to reach an outcome that is reasonable for everyone involved.

Confidentiality: Complaints are handled discreetly. Information is only shared with those who need it in order to resolve the issue.

Timeliness: We aim to acknowledge, investigate, and resolve complaints within clear timescales wherever possible.

Transparency: We explain what we will do, how we will investigate, and what outcome we can offer.

Improvement: We use complaints as an opportunity to review our processes and training, helping to improve our cleaning services for all clients.

Informal Resolution in the First Instance

In many cases, complaints can be resolved quickly and informally. If you experience a problem with your cleaning service, you are encouraged to raise it as soon as possible, ideally on the same day or within 24 hours of the visit where the issue arose.

Where appropriate, we may suggest practical steps such as arranging for the cleaner to return, adjusting the cleaning tasks for the next visit, or clarifying specific requirements so the same issue does not recur.

How to Make a Formal Complaint

If your concern cannot be resolved informally, or if you prefer to use a more structured process, you can make a formal complaint. When doing so, please provide the following information to help us investigate effectively:

Your name and, if relevant, the property address where the cleaning took place.

The date and approximate time of the cleaning service concerned.

A clear description of the issue, including which areas or tasks you are unhappy with.

Any steps already taken to deal with the problem and the outcome of those discussions.

Any evidence that may help us understand the complaint, such as photographs or notes.

Acknowledgement and Timeframes

Once we receive a formal complaint, we will acknowledge it as soon as reasonably possible. We will then begin an internal review of the issues raised. Where appropriate, this may include speaking with the cleaner or cleaning team, reviewing schedules and instructions, and checking any relevant notes or records.

We aim to provide a full response to most complaints within ten working days. If the matter is complex and requires more time, we will inform you of this and explain when you can expect a detailed response.

Investigation and Assessment

During our investigation, we will focus on understanding what happened, why it happened, and how similar issues can be avoided in the future. We will consider whether:

The agreed cleaning tasks were carried out correctly and to the expected standard.

There were any misunderstandings about the scope of work or special instructions.

There were any issues with access, equipment, or products that may have affected the service.

Our team followed our internal policies, including conduct and professionalism.

We will then assess what action is appropriate, taking into account the nature of the complaint and any impact on your use of the property.

Possible Outcomes and Remedies

Depending on the circumstances, possible outcomes may include:

Offering a return visit to re-clean specific areas at no additional cost where the standard has clearly fallen below what is reasonable.

Adjusting future cleaning schedules or task lists to better reflect your priorities and expectations.

Providing additional training or guidance to individual cleaners or teams where required.

Reviewing and updating internal procedures to prevent similar issues arising.

In every case, we will explain the outcome of our investigation and the reasons for any decision we make.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied after receiving our formal response, you may request that the complaint be reviewed by a senior member of our management team. This review will focus on whether your complaint was handled fairly, whether all relevant information was considered, and whether the outcome was reasonable.

Following this review, we will write to you with a final response setting out our findings and any further action we are able to take.

Recording and Using Complaint Information

All formal complaints are recorded in our internal logs. This helps us monitor performance over time, identify patterns, and ensure that recurring issues are addressed. Information from complaints may be used for staff training, service improvements, and quality control checks.

Personal information is handled in line with applicable data protection principles. We only retain information for as long as it is necessary for handling the complaint and meeting our legal and operational responsibilities.

Commitment to Service Quality

Cleaners Edgware values client feedback and views complaints as an important part of maintaining high standards. By following this procedure, we aim to provide a clear, fair, and accessible route for you to raise concerns and to be confident that they will be taken seriously.

We appreciate the opportunity to put things right when something has gone wrong, and we are committed to using every complaint as a chance to enhance the reliability, professionalism, and quality of our cleaning services.