Cleaner Westminster Complaints Procedure

Cleaner Westminster is committed to providing reliable and professional cleaning services. We value all feedback, whether positive or negative, as it helps us improve our standards. This Complaints Procedure explains how you can raise a concern about our services and how we will respond.

Purpose of This Complaints Procedure

The purpose of this procedure is to set out a clear, fair and accessible process for customers who wish to make a complaint about any aspect of our cleaning services. We will always aim to resolve issues quickly, learn from problems and prevent them from happening again.

This procedure applies to all services delivered by Cleaner Westminster, including regular domestic cleaning, one-off cleans, end of tenancy cleans and commercial cleaning work.

What Is a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the quality of our cleaning services, the conduct of our cleaners or staff, or the way we have handled a previous query or concern.

Examples of complaints may include, but are not limited to:

Cleaning standards that do not meet what was agreed, missed areas or tasks, lateness or non-attendance of cleaners, conduct, attitude or behaviour of staff or cleaners, damage to property or belongings, errors in invoicing or payment, or poor communication or failure to follow up on previous issues.

Who Can Make a Complaint

This procedure is available to all customers of Cleaner Westminster, including individual households, landlords, letting agents, property managers and business clients who use our cleaning services.

Complaints should normally be made by the person who has contracted our services or an authorised representative acting on their behalf.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. Although we encourage written complaints where possible, we will accept complaints raised verbally as well.

To help us investigate your complaint efficiently, please provide the following information when you contact us:

Your full name and, where relevant, your company name, the address of the property where the services were carried out, the date and approximate time of the cleaning visit, a clear description of the issue you are complaining about, including the areas or tasks affected, and any supporting information that may help us understand the situation, such as photographs or notes taken on the day.

If your complaint relates to an ongoing service, please raise it as soon as possible so that we can address it promptly and prevent repeat issues.

Time Limits for Making a Complaint

For complaints about a specific cleaning visit, we ask that you contact us within a reasonable time after the service has taken place. This allows us to investigate effectively while details are still fresh and any evidence is still available.

Where the complaint relates to an ongoing service, you may raise your concerns at any time, but it is helpful if you do so as soon as you notice the issue.

How We Handle Your Complaint

Once we receive your complaint, we will handle it in the following stages.

Stage One: Initial Response

We will acknowledge your complaint and record the details in our internal system. Where necessary, we may contact you to clarify the circumstances or request additional information. Our aim at this stage is to understand the issue clearly and, where possible, resolve it quickly and informally.

Stage Two: Investigation

If your complaint cannot be resolved immediately, it will be passed to an appropriate member of our management team for investigation. This may include speaking to the cleaners involved, reviewing schedules and checklists, examining any photographs or other evidence, and, where appropriate, arranging a site visit.

We will then assess what went wrong, whether our service fell below our usual standards, and what steps are required to put things right.

Stage Three: Outcome and Resolution

After the investigation, we will contact you with our findings and proposed resolution. Depending on the circumstances, possible outcomes may include:

A sincere apology and explanation of what happened, a return visit to rectify cleaning issues within a reasonable time, adjustments to future services or working methods, staff training or supervision measures to prevent recurrence, or, where appropriate and at our discretion, a partial or full refund or account credit.

Our goal is to reach a fair outcome that reflects the nature of the complaint and the impact on you as the customer.

Timescales for Responding

We aim to handle complaints promptly. While exact timeframes may vary depending on the complexity of the issue, our general approach is as follows:

To acknowledge your complaint as soon as reasonably possible, and to provide a more detailed response once our investigation is complete. Where we need more time to investigate, we will inform you and keep you updated on progress.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome or feel that your complaint has not been handled fairly, you may ask for a further review by a senior member of our team. When requesting a review, please explain why you remain dissatisfied and what you would consider a reasonable resolution.

The senior team member will look again at your complaint, the investigation and the outcome, and may contact you for further clarification before making a final decision.

Confidentiality and Data Protection

All complaints will be handled with sensitivity and in confidence. Information about your complaint will only be shared with staff who need it to investigate and resolve the issue. We will handle any personal data in accordance with applicable data protection laws and our internal policies.

Our Commitment to Continuous Improvement

We treat every complaint as an opportunity to improve our cleaning services. Where patterns or recurring issues are identified, we will review our procedures, training and quality control measures to prevent similar problems in the future.

By following this Complaints Procedure, Cleaner Westminster aims to ensure that all concerns are taken seriously, investigated thoroughly and resolved fairly, helping us maintain a high standard of cleaning and customer care.