Complaints Procedure for Cleaner Earls Court Clients

Cleaner Earls Court is committed to delivering reliable, high-quality cleaning services and a professional customer experience on every visit. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.

Our Commitment to You

We treat all complaints seriously and use them as an opportunity to improve our domestic and commercial cleaning services. Our aims are to:

Respond to complaints promptly and courteously.

Investigate concerns thoroughly and impartially.

Offer clear explanations, solutions, or corrective actions where appropriate.

Learn from feedback to prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, scheduling, or any aspect of how we operate. You may wish to complain if, for example:

You feel the standard of cleaning falls below what was agreed.

There has been a missed or late appointment without suitable notice.

You believe our staff have acted in an unprofessional manner.

There has been damage or loss during the provision of our services.

You are unhappy with how an earlier issue or concern was handled.

How to Make a Complaint

You can raise a complaint using any reasonable method of communication. To help us address your concern efficiently, please provide:

Your full name and, if applicable, business name.

The property address where the cleaning took place.

The date and approximate time of the service in question.

A clear description of what went wrong and how you were affected.

Any relevant information such as photos of areas of concern, written instructions provided to our cleaners, or previous communication with our team.

We encourage you to contact us as soon as possible after the issue arises, ideally within a short period of the service, so we can investigate while details are still clear and take practical steps to correct any problems.

Stage One: Initial Response

Once your complaint is received, we will acknowledge it and record the details in our internal system. At this stage, our objective is to:

Confirm we have received your complaint and understand the key points.

Clarify any missing or unclear information.

Advise you of the next steps and an estimated timescale for our response.

In many cases, especially where the concern is straightforward, we will attempt to resolve the matter immediately or within a short timeframe. This may include arranging a re-clean of specific areas, adjusting future bookings, or providing other practical solutions where appropriate.

Stage Two: Investigation and Review

If your complaint cannot be resolved promptly at Stage One, it will be passed to a senior member of our team for a more detailed review. During this stage we may:

Speak with the cleaners who attended your property.

Review schedules, checklists, and any service notes.

Examine photos, instructions, or other documentation you have provided.

Consider any relevant policies, health and safety requirements, or agreed specifications.

Our goal is to investigate the complaint fairly and objectively. We will then provide a reasoned response, which may include:

An explanation of what we believe happened and why.

Where appropriate, an apology for any inconvenience caused.

Details of corrective actions, such as a re-clean, training for staff, or changes to our procedures.

Any offer of goodwill or compensation, if we consider it appropriate in the circumstances.

Stage Three: Further Escalation

If you remain dissatisfied after receiving our investigation response, you may request a further review. At this stage, we will:

Re-examine the complaint and our previous handling of it.

Consider any additional information you wish to provide.

Seek an independent internal opinion where possible.

Following this review, we will provide a final position on your complaint, explaining the reasons for our decision and any further actions we are prepared to take.

Timeframes for Handling Complaints

We aim to handle all complaints in a timely manner, taking into account the complexity of the issues raised and the availability of relevant information. While specific response times may vary, our general approach is to:

Acknowledge your complaint promptly.

Provide an initial response within a reasonable period.

Complete more detailed investigations as efficiently as possible and keep you informed of any significant delays.

If, for any reason, we cannot meet an indicated timeframe, we will let you know and explain the reasons.

Fairness, Confidentiality, and Data Protection

We handle all complaints with respect and discretion. Your personal information and any details relating to your property or business will be treated confidentially and used only for the purpose of addressing your complaint, improving our cleaning services, and meeting any legal or regulatory obligations. We do not tolerate abusive, threatening, or discriminatory behaviour towards our staff and may limit or withdraw services in such circumstances.

Using Complaints to Improve Our Services

Every complaint is logged and reviewed to identify patterns, training needs, or areas where we can enhance our procedures and quality checks. Feedback from clients across our service area helps us refine our cleaning processes, supervision, and staff support, ensuring that issues are less likely to arise in the future.

Ending or Changing the Service After a Complaint

In some cases, it may be appropriate for either you or Cleaner Earls Court to end or adjust the service following a complaint. We will always aim to reach an amicable solution, but we reserve the right to refuse or discontinue services where there is a breakdown in trust, repeated breaches of our terms, or unacceptable conduct. Any such decision will be communicated clearly and, where possible, with notice.

Contacting Us About a Concern

If you have a concern about any aspect of our cleaning services, please raise it with us as soon as you can so that we have the opportunity to put things right. Early communication enables us to respond effectively, protect your property, and maintain the high standards that clients of Cleaner Earls Court expect.