Cleaner Wandsworth Complaints Procedure

Cleaner Wandsworth is committed to delivering reliable, high quality cleaning services. We recognise that sometimes things may not go as planned, and when that happens, we want to resolve issues quickly, fairly and professionally. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a resolution.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers who wish to make a complaint about any aspect of our cleaning services. It applies to all services we provide, including regular domestic cleaning, one-off cleans, end of tenancy cleaning and commercial cleaning. Our aim is to handle every complaint in a consistent, transparent and timely manner.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, or processes that requires a response. This includes concerns about the standard of cleaning, timing or attendance, conduct of cleaners, accuracy of information provided, or how a previous issue was handled. We encourage customers to raise any concern as soon as possible so we can put things right.

How to Make a Complaint

You can make a complaint through any written method that is convenient for you. When contacting us, please provide your name, service address, the date of the clean or issue, and a clear description of what went wrong. If helpful, include photos or other details so we can fully understand the problem. We recommend submitting complaints promptly after the service so we can investigate effectively.

We are happy to accept complaints from the person who booked the service or an authorised representative. If someone is contacting us on your behalf, please ensure they have your permission to discuss the booking and any related information.

Our Commitment When You Complain

When you make a complaint to Cleaner Wandsworth, you can expect us to treat your concern seriously and respectfully. We will handle your information confidentially and only share details with team members who need them to resolve the issue. Our team will listen carefully, avoid making assumptions, and focus on facts and evidence when reviewing your complaint.

We do not tolerate rude or abusive behaviour towards our staff. However, we remain committed to resolving legitimate concerns professionally and fairly, even where the situation is difficult or sensitive.

Acknowledging Your Complaint

We aim to acknowledge your complaint as soon as reasonably possible after we receive it. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and indicate the expected timescale for a full response. If we require further information or clarification, we may contact you at this stage.

How We Investigate Complaints

Each complaint is reviewed by an appropriate member of our management or customer support team. The investigation may include checking booking details and service notes, speaking with the cleaners involved, reviewing any photos or evidence you have provided, and, where necessary, requesting further details from you to clarify the issue.

We aim to approach every complaint with an open mind and without bias. Where there is a difference in accounts, we will carefully consider all available information before reaching a conclusion. Our goal is to understand what happened, why it happened, and what we can do to resolve the situation and prevent similar issues in future.

Timeframes for Response

We aim to provide a full response to most complaints within a reasonable timeframe after acknowledging your concern. If a complaint is complex or requires more detailed investigation, it may take longer. In these cases, we will keep you informed of our progress and let you know when you can expect an outcome.

Possible Outcomes and Resolutions

Once we have completed our investigation, we will explain our findings and the outcome to you clearly. Depending on the circumstances, possible resolutions may include an apology and explanation, corrective action such as a re-clean or additional work, service credit or partial adjustment where appropriate, or changes to our internal procedures or staff training to reduce the risk of similar issues arising again.

Any goodwill gesture or remedy will be assessed on a case-by-case basis, taking into account the nature of the complaint, the impact on you, and any relevant terms and conditions of our service.

If You Are Not Satisfied with the Outcome

If you feel that your complaint has not been resolved satisfactorily, you may request that it is reviewed by a more senior member of the team. When doing so, please explain why you remain dissatisfied and what outcome you are seeking. We will then re-examine the case, consider any additional information you provide, and respond with our final position.

Once this review has taken place, our decision will normally be considered final. However, we will always remain open to listening to constructive feedback about our processes and how we handle concerns.

Using Complaints to Improve Our Services

Complaints are an important source of feedback that helps Cleaner Wandsworth improve the quality and consistency of our cleaning services across the area we serve. We monitor and review complaints regularly to identify patterns or recurring issues, update our training for cleaners, refine our checklists and quality controls, and improve our communication and booking processes.

By sharing your concerns with us, you help us maintain higher standards for all our customers. We value this feedback and use it as an opportunity to learn and continually improve.

Confidentiality and Data Protection

All complaints are handled in line with our privacy and data protection obligations. Information you provide will be used only for the purpose of investigating and responding to your complaint, administering any agreed resolution, and improving our services. We store complaint records securely and retain them only for as long as necessary and appropriate.

Accessibility and Support

We want our complaints process to be accessible to all customers. If you require assistance in making a complaint or need any aspect of this procedure explained in more detail, please let us know. We will make reasonable efforts to accommodate your needs so that you can raise concerns easily and with confidence.

Cleaner Wandsworth is committed to treating every complaint fairly, responding in a timely manner, and using your feedback to strengthen the cleaning services we provide throughout our service area.