Cleaner Brompton Complaints Procedure

Cleaner Brompton is committed to providing reliable, consistent, and professional cleaning services to all clients. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and the steps we will take to put matters right where possible.

Purpose of this complaints procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints from domestic and commercial cleaning clients. It aims to ensure that all concerns are dealt with promptly, respectfully, and in a way that supports service quality across our cleaning operations.

This procedure applies to all services delivered by Cleaner Brompton, including regular cleaning, deep cleaning, end of tenancy cleaning, one-off cleans, and specialist cleaning work.

What is a complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning services, the conduct of our cleaning staff, the handling of bookings or payments, or any aspect of how we have delivered or managed our work for you.

We welcome feedback of all kinds. If something is not quite right, we encourage you to tell us as soon as possible so that we have the opportunity to address your concerns and prevent similar issues in the future.

Raising a complaint

You can make a complaint verbally or in writing. You may raise a concern with the cleaner at the time of the service, or with our office team. Whenever possible, we suggest putting your complaint in writing so that the details are clear and can be easily referred to throughout the process.

When submitting a complaint, please provide as much information as you can, including:

The date and approximate time of the cleaning service. The type of service you booked. The areas or issues you are unhappy with. Any relevant photographs, if appropriate. Any steps you have already taken to resolve the matter informally.

We encourage clients to raise concerns within 48 hours of the cleaning visit wherever possible, particularly for service quality issues. This allows us to investigate promptly and offer practical solutions.

Stage one: informal resolution

In many cases, an issue can be resolved quickly and informally. If you raise a concern at the time of the service, the cleaner may be able to address the problem immediately, such as re-cleaning a missed area or clarifying what has been agreed in the booking.

If the issue cannot be resolved on the spot, our office team will review your concern and discuss possible solutions with you. These may include returning to re-clean specific areas, adjusting future cleaning instructions, or explaining any limitations relating to the service.

We aim to acknowledge informal complaints promptly and to offer a practical response as soon as reasonably possible.

Stage two: formal complaint

If you remain dissatisfied after the informal stage, or if the issue is more serious, you may request that your complaint is treated as a formal complaint.

When a complaint is handled formally, we will:

Acknowledge that we have received your complaint. Review all relevant details, including job notes and any communication already exchanged. Where necessary, speak with the cleaner or team members involved. Consider any photographs or supporting information you have provided.

We will then provide you with a written outcome, explaining our findings, any actions taken so far, and any further steps we propose. Our aim is to provide a clear and reasoned response within a reasonable timeframe, taking into account the nature and complexity of the complaint.

Possible outcomes and remedies

Depending on the circumstances, outcomes of a complaint investigation may include:

A re-clean of specific areas of the property. Adjustments to future cleaning plans or instructions. Additional training or guidance for staff. An explanation or clarification where there has been a misunderstanding. Other remedial steps deemed appropriate in the circumstances.

The remedy offered will reflect the nature of the service, the extent of any shortcomings, and what is reasonable and proportionate in each situation.

Escalation of your complaint

If, after receiving our formal response, you still feel that your complaint has not been handled fairly or adequately, you may ask for the matter to be reviewed again by a senior member of our management team.

During this review, we will re-examine the information already gathered and consider any additional points you wish to raise. Once this review is complete, we will provide a final response outlining our position and any further steps we are prepared to take.

Timescales

We aim to handle all complaints as efficiently as possible. Response times may vary depending on the complexity of the matter and the availability of those involved, but we are committed to keeping you informed of progress and to resolving issues without unnecessary delay.

Client responsibilities

To help us deal with complaints fairly and effectively, we ask that clients:

Provide accurate and complete information about the issue. Treat our staff with respect and courtesy at all times. Allow reasonable time for us to investigate and respond. Co-operate with any reasonable requests for further information.

Abusive, threatening, or unreasonable behaviour towards our staff will not be tolerated and may affect our ability to continue providing services.

Continuous improvement

We use information from complaints and feedback to improve the quality and reliability of our cleaning services. Trends and recurring themes are reviewed by management and may lead to changes in training, procedures, or service standards.

By raising concerns when they arise, you help Cleaner Brompton to maintain and improve the services delivered across our client base, contributing to better outcomes for all parties.