Complaints Procedure for Cleaner Kingston upon Thames

This complaints procedure explains how customers can raise concerns about our cleaning services and how we will respond. It applies to all domestic and commercial clients using our cleaning services in Kingston upon Thames and the surrounding area.

Our Commitment to Handling Complaints

We are committed to providing a reliable, professional cleaning service. If something goes wrong, we want to know about it so we can put it right and improve our standards. We will always treat complaints seriously, fairly, and with respect for all parties involved.

We aim to:

Respond promptly and clearly to every complaint.

Investigate all concerns in an impartial and thorough way.

Offer a suitable resolution where a complaint is upheld.

Use feedback to prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our customer service, or how we have handled a previous issue. You may wish to complain if, for example:

The standard of cleaning did not meet the agreed expectations.

An appointment was missed, late, or cut short without good reason.

Property was damaged during a visit.

A member of staff behaved in an unprofessional or discourteous manner.

There were issues with billing, charges, or changes to your booking.

You were unhappy with how a previous concern was handled.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may:

Speak to us directly and explain what went wrong.

Send a written complaint by post or via our online contact form on our website.

Provide full details so we can investigate effectively. Where possible, please include:

Your full name and the property address where the cleaning took place.

The date and approximate time of the cleaning appointment.

A clear description of what happened and why you are dissatisfied.

Any photos or notes that help explain the issue, particularly for damage or missed areas.

Any steps already taken to resolve the matter with a cleaner on site.

Time Limits for Making a Complaint

We recommend that you raise any complaint as soon as possible after the service, ideally within 48 hours of the cleaning visit. This allows us to investigate promptly while the details are still clear and, where necessary, revisit the property to assess the issue.

Complaints raised after a longer period will still be considered, but it may be more difficult to verify all aspects of the concern.

How We Handle Your Complaint

We follow a clear, step-by-step approach when dealing with complaints:

1. Acknowledgement

We aim to acknowledge your complaint as soon as reasonably possible. For written complaints, we will confirm that we have received your message and provide an approximate timescale for a full response.

2. Investigation

We will review all the information you have provided and may contact you to clarify any details. We may also speak to the cleaners who attended, review job notes, and, if appropriate, inspect the property or request photographs.

3. Outcome and Response

Once the investigation is complete, we will explain our findings to you in clear and straightforward terms. We will let you know whether the complaint has been upheld in full, upheld in part, or not upheld, and the reasons for this decision.

Possible Resolutions

If we find that our service has fallen below our expected standards, we will aim to offer a fair and reasonable resolution. Depending on the circumstances, this may include one or more of the following:

A re-clean of the affected areas at no additional cost, within a reasonable timeframe.

A partial or full adjustment of your invoice, where appropriate.

An apology and an explanation of what went wrong.

Steps taken to prevent the issue from happening again, such as additional staff training or improvements to our procedures.

Any remedy offered will take account of the nature of the problem, the impact on you, and the evidence available.

Situations Where We May Not Be Able to Help

There may be circumstances where we are unable to uphold a complaint or offer the outcome requested. Examples include:

Wear and tear or pre-existing damage that is not caused by our cleaners.

Issues arising from the use of inappropriate products requested by the customer.

Complaints raised long after the service, where the situation can no longer be accurately assessed.

In these cases, we will still explain our reasoning and, where possible, suggest practical steps to help avoid similar concerns in future.

Confidentiality and Data Protection

All complaints will be handled with discretion. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will manage your personal data in line with applicable data protection principles.

Learning from Complaints

We view complaints and feedback as an opportunity to improve the quality and reliability of our cleaning services. We regularly review complaints to identify patterns, training needs, and changes that could benefit our customers across Kingston upon Thames and nearby areas.

Further Questions About This Procedure

If anything in this complaints procedure is unclear, or if you would like guidance on how to raise a concern, you can contact us using the details on our website or through our usual communication channels. We are always willing to discuss issues and work towards a fair and positive outcome.