Complaints Procedure for Cleaners Battersea

This Complaints Procedure explains how clients can raise concerns about services provided by Cleaners Battersea, and how those concerns will be handled. Our aim is to resolve issues promptly, fairly and transparently, while using feedback to continually improve our cleaning services.

Our Commitment to Handling Complaints

Cleaners Battersea is committed to providing reliable, high quality cleaning. If something goes wrong, we want to know about it as soon as possible so we can put it right. We treat all complaints seriously, investigate them thoroughly, and respond with clear communication at every stage.

We aim to resolve most issues informally and quickly, but where this is not possible, this formal complaints procedure will apply.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, scheduling, or any aspect of the customer experience where you would like a response or resolution.

Examples of issues that may be raised through this procedure include concerns about the quality of cleaning, missed or late appointments, behaviour or attitude of cleaners, damage to property, billing queries related to a service, or health and safety concerns relating to our work.

Raising a Complaint

We encourage you to raise a complaint as soon as possible after the issue occurs, so that we can investigate effectively. Please provide as much detail as you can, including dates, times, the location of the clean, and, where relevant, the areas or items affected.

You can submit a complaint in writing or verbally. While we will always attempt to assist with verbal complaints, we may ask you to confirm key details in writing so that the matter can be recorded and investigated accurately.

Information to Include in Your Complaint

To help us review your complaint efficiently, please include the following information where possible:

Your full name and any reference or booking details that relate to the service. The address where the cleaning took place and the date and approximate time of the service. A clear description of what went wrong or did not meet your expectations. The names of any staff members involved, if known. Photographs or other supporting information, if relevant to the issue. Details of how you would like the matter to be resolved, if you have a preferred outcome.

Stage One: Initial Review and Informal Resolution

Once we receive your complaint, we will acknowledge it and arrange for an initial review. Where possible, we will try to resolve the matter informally at this stage, for example by offering a re-clean of specific areas, clarifying details of the service, or addressing misunderstandings about what was agreed.

During this stage, we may contact you to request further information, to discuss the situation, and to clarify the outcome you are seeking. Our priority is to reach a resolution that is fair and practical for both you and our team.

Stage Two: Formal Investigation

If the complaint cannot be resolved informally, or if the matter is more serious, it will move to a formal investigation. A manager or senior representative of Cleaners Battersea will review the complaint in detail.

The investigation may include speaking with the cleaners who attended your property, reviewing schedules and job notes, examining any photographs or evidence provided, and considering any relevant policies or procedures. We aim to complete formal investigations within a reasonable timeframe, and we will keep you informed of our progress.

Our Response and Possible Outcomes

After the investigation is complete, we will provide a clear response setting out our findings and any actions we propose to take. Possible outcomes may include an explanation or clarification, an apology where we find that we have fallen short of our standards, a partial or full re-clean, a gesture of goodwill, or other practical steps to address the issue and prevent recurrence.

If the complaint relates to staff behaviour or performance, we may also implement internal training or disciplinary measures, although specific details of internal actions may not always be shared.

Escalating a Complaint

If you are not satisfied with the outcome of the formal investigation, you may request that the complaint be reviewed again by a more senior representative, where available. You should explain why you remain dissatisfied and what you believe would be a fair resolution.

We will then re-examine the complaint, the investigation, and the response already provided. Once this review is complete, we will send you a final position statement. This will normally conclude our internal complaints process.

Time Limits for Making a Complaint

To enable a thorough and fair investigation, we ask that complaints about cleaning services be raised within a reasonable period, ideally within 30 days of the service date. Complaints raised after a significantly longer period may be more difficult to investigate, and the range of possible resolutions may be limited, though we will still consider them where possible.

Confidentiality and Data Handling

All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter. Any personal information you provide will be processed in line with our data protection obligations and used only for the purpose of handling your complaint and improving our services.

Using Complaints to Improve Our Services

Cleaners Battersea values all feedback, including complaints, as an important source of learning. We regularly review complaint records to identify patterns, training needs, and opportunities to improve our cleaning practices, communication, and customer care. By following this procedure, we aim not only to resolve individual issues, but also to enhance the quality and reliability of our services for all clients.

Accessibility of This Procedure

This Complaints Procedure is available to all clients and prospective clients of Cleaners Battersea. If you require it in an alternative format or need assistance in making a complaint, please let us know and we will do our best to accommodate your needs.

By using our services, you acknowledge that you have had the opportunity to review this procedure and understand how concerns will be managed. We remain committed to dealing with all complaints fairly, respectfully, and in a timely manner.