Cleaners Brent Complaints Procedure

Cleaners Brent is committed to providing reliable, high-quality cleaning services and to treating every customer fairly and respectfully. If something goes wrong, we want to know about it so that we can put things right and improve our services for the future. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

This procedure is designed to give all clients a clear and straightforward way to tell us when our service has not met their expectations. It applies to all cleaning work we carry out for residential and commercial customers, including regular cleaning, one-off deep cleans, end of tenancy cleans, and specialist services.

We aim to resolve most issues quickly and informally. However, if a problem cannot be solved straight away, this procedure sets out a formal process to ensure your complaint is investigated thoroughly and responded to in a timely and transparent way.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication, pricing clarity, appointment management, or any aspect of how we operate, where you would like a response or resolution.

Examples include but are not limited to: poor quality or incomplete cleaning work, damage to property, missed or late appointments, unprofessional behaviour, or failure to follow agreed instructions. If you are unsure whether your concern counts as a complaint, you are still encouraged to raise it so we can address it appropriately.

How to Make a Complaint

You can make a complaint verbally or in writing. To help us deal with your concern efficiently, please provide as much detail as possible, including your name, the service address, the date and time of the cleaning visit, a clear description of what went wrong, and the outcome you would consider fair.

Where possible, complaints should be raised as soon as you become aware of an issue, ideally within a short time of the service taking place. This gives us the best opportunity to investigate thoroughly and, where appropriate, to inspect the property while evidence of the issue remains visible.

Stage One: Informal Resolution

In many cases, issues can be resolved informally and quickly. We encourage you to raise your concern with our office team in the first instance. They may be able to clarify any misunderstandings, arrange for the cleaner to return to rectify work, or offer a practical solution that satisfies you without the need for a formal complaint.

If you are satisfied with the explanation or remedy offered at this stage, the matter will be closed and logged internally for monitoring and training purposes.

Stage Two: Formal Complaint

If you are not satisfied with the outcome of the informal stage, or if the issue is serious, you may submit a formal complaint. When doing so, please clearly state that you are making a formal complaint and include all relevant details, including any earlier attempts to resolve the matter.

Upon receipt of your formal complaint, we will acknowledge it within a reasonable time. This acknowledgement will confirm that we have received your complaint and outline the next steps, including the indicative timescales for our investigation and response.

Our Investigation Process

Your complaint will be reviewed by a member of our management team who has not been directly involved in the original issue wherever possible. The investigation may include speaking with the cleaners who attended, reviewing schedules and job notes, inspecting any photos provided, and, where necessary, arranging a site visit.

We aim to complete our investigation and provide a written response within a fair and practical timescale, taking into account the nature and complexity of the complaint. If for any reason we are unable to meet the indicated timescale, we will let you know and explain why more time is needed.

Outcomes and Remedies

Once the investigation is complete, we will write to you with our findings. Our response will summarise the complaint, explain what we have found, and set out any actions we propose to take. Possible outcomes may include an apology, a complimentary re-clean of affected areas, a partial refund or credit, recommendations for staff retraining, or changes to our processes to prevent a recurrence.

Where we do not uphold a complaint, we will give a clear explanation of the reasons, based on the evidence available. Even where we believe we have acted reasonably, we will still use your feedback to consider whether improvements can be made.

If You Remain Dissatisfied

If you are unhappy with the outcome of our investigation, you may ask for a further review. Your request should explain why you believe the decision is incorrect or unfair and, where possible, provide any additional information you feel we should consider.

A senior member of our team will then review the handling of your complaint, the evidence considered, and the decision reached. We will inform you of the outcome of this review within a reasonable timescale and explain whether the original decision is upheld or varied.

Timescales

We aim to handle all complaints promptly while allowing sufficient time for a thorough investigation. Exact timescales may vary depending on the nature of the complaint, the availability of staff for interview, and whether a site visit is required. We will keep you informed of progress and let you know if any unavoidable delays arise.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it in order to investigate and respond. We store complaint records securely and in line with applicable data protection requirements. Information obtained during the complaints process is used solely for managing your complaint, improving our services, and meeting any legal or regulatory obligations.

Using Complaints to Improve Our Services

We view complaints as a valuable source of feedback and an opportunity to improve how we deliver cleaning services. All complaints are recorded and monitored so we can identify trends, recurring issues, and areas where additional training or changes to our procedures may be needed. By telling us when something goes wrong, you help us provide a more reliable and consistent service to all clients.

Accessibility of this Procedure

This complaints procedure is available to all clients of Cleaners Brent and can be provided in alternative formats upon request if required. If you need assistance making a complaint, for example due to language or accessibility needs, please let us know and we will do our best to support you.

We are committed to dealing with all complaints fairly, respectfully, and without discrimination, and to ensuring that raising a concern does not affect the standard of service you receive from us in the future.