Cleaner Kentish Town Complaints Procedure

Cleaner Kentish Town is committed to delivering reliable, high quality cleaning services across our service area. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to put matters right and learn from feedback.

Our Commitment To You

We aim to handle every complaint in a fair, consistent and respectful way. Our goals when dealing with a complaint are to acknowledge your concern promptly, investigate thoroughly, keep you informed, provide a clear response, and, where appropriate, offer a suitable remedy. We also use complaints as an opportunity to review our cleaning practices and improve our service.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous enquiry or booking. This can include concerns about the standard of cleaning, conduct or attitude of cleaners, damage allegedly caused during a visit, missed or late appointments, or communication and administration issues such as billing or scheduling errors.

If you are unsure whether your concern is a complaint, you are still encouraged to contact us. We will clarify how we can best assist you.

How To Make A Complaint

You can make a complaint in writing or verbally. We encourage you to provide the following details so that we can help you as efficiently as possible. Please tell us your full name, your preferred method of contact, the address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, any steps already taken to resolve the issue, and any photographs or notes that might assist our investigation. The earlier you raise your concerns after the service, the easier it is for us to investigate and correct any issues.

Stage One: Frontline Resolution

In many cases, complaints can be resolved quickly by our customer service team. Once we receive your complaint, we will log the details and aim to acknowledge it within a reasonable timeframe. Where possible, we will attempt to resolve your concerns at this first stage. This may involve clarifying what happened during the cleaning visit, discussing your expectations, offering guidance on our services, or arranging a practical solution such as a rectification clean or adjustment to your booking.

If we believe your complaint can be resolved at this stage, we will explain our proposed resolution clearly. If you are satisfied, the complaint will be closed and recorded for monitoring and training purposes.

Stage Two: Further Investigation

If your complaint cannot be resolved at the initial stage, or if you are not satisfied with the proposed outcome, it can be escalated for further investigation. At this stage, a senior member of our team will review the matter. They may contact you to gather more information, speak with the cleaners involved, review schedules and job notes, and assess any supporting evidence you have provided.

Following this investigation, we will provide a written or clearly communicated response which will usually include a summary of your complaint, the steps we took to investigate, our findings, any decision we have made, and any remedies or actions we will take as a result. Remedies may include a repeat clean, partial or full credit where appropriate, or changes to how we deliver or schedule your cleaning services.

Timescales For Handling Complaints

We aim to acknowledge all complaints promptly. The time needed to provide a full response may depend on the complexity of the issue, the availability of staff for interview, and the need to inspect or verify any alleged damage. We will keep you updated if we require more time and will always aim to resolve complaints as quickly as is reasonably possible.

Fairness, Respect And Confidentiality

We treat everyone who raises a complaint with courtesy and respect and expect the same in return for our staff. We will handle your information sensitively and only share it with those who need it to investigate and resolve the matter. Details of complaints may be used for internal training and monitoring, but personal information will not be shared externally except where required by law or with your explicit consent.

Outcomes And Remedies

Our response to a complaint will be proportionate to the issue raised and based on our investigation. Possible outcomes may include an explanation or apology where we have fallen short of our usual standards, a complimentary or discounted follow-up clean, adjustments to future bookings, credits or other appropriate remedies, and operational changes such as additional staff training or amendments to our cleaning checklists and procedures.

Where we do not uphold a complaint in full, we will explain our reasons clearly and provide any evidence or information that supports our decision, as far as is reasonably possible.

Using Complaints To Improve Our Service

Cleaner Kentish Town reviews complaint data regularly to identify recurring issues, trends in feedback, and areas where our cleaning services or communication can be improved. This may lead to updated training for our cleaners, changes to supervision or quality checks, adjustments to booking processes, or improvements to the information we provide to customers before and after visits.

Accessibility And Support

We want our complaints procedure to be accessible to all customers. If you need assistance to raise a complaint, for example due to language, disability or any other reason, please let us know how we can support you. Where possible, we will make reasonable adjustments so that you can explain your concerns in a way that is comfortable and convenient for you.

Review Of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and relevant to the cleaning services we provide in our area. Updates may be made to reflect changes in our operations, customer feedback, or applicable guidance. The most current version will always apply to any complaint raised with Cleaner Kentish Town.