Complaints Procedure for Home Cleaners London
Home Cleaners London is committed to delivering reliable, high quality cleaning services and to resolving any concerns fairly and promptly. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.
1. Purpose and Scope
This procedure applies to all customers who use our domestic or commercial cleaning services, including regular cleaning, one off deep cleans, end of tenancy cleans and specialist cleaning work. It covers complaints about the quality of cleaning, conduct or behaviour of cleaners, punctuality or reliability, damage or loss, administration and communication, and health and safety concerns.
We use complaints as a valuable source of feedback to improve our training, supervision and overall service across the areas we serve.
2. Our Commitments
When you raise a complaint with Home Cleaners London, we will treat you with respect and courtesy, take your concerns seriously and record them accurately, investigate your complaint impartially, protect your personal information, aim to resolve issues as quickly as possible, and use the outcome to improve our services.
We will never cancel or withdraw services solely because you have made a complaint in good faith.
3. How to Make a Complaint
You can make a complaint verbally or in writing. To help us investigate your concerns efficiently, please provide your full name, the address where the cleaning was carried out, the date and approximate time of the service, a clear description of what went wrong, any photographs or evidence that may help us understand the issue, and how you would like us to resolve the matter, where possible.
Complaints should normally be raised as soon as possible after the issue occurs, and ideally within 7 days of the service. This allows us to investigate while events are still recent and to put things right quickly.
4. Initial Resolution with Our Office Team
In many cases, complaints can be resolved quickly by our office team without needing a formal investigation. When you contact us, our team will listen to your concerns, clarify any details and aim to provide an immediate solution where appropriate.
Where we can offer a quick resolution, this may include arranging a cleaner to return to rectify missed areas, providing additional cleaning at no extra cost where a service has clearly fallen below our standards, or offering a partial adjustment to your invoice in line with our policies.
If you are satisfied with the outcome at this stage, your complaint will be recorded as resolved. If you are not satisfied, or if the matter is more serious, it will proceed to a formal investigation.
5. Formal Complaint and Investigation
For more complex or serious issues, or where the initial resolution is not satisfactory, your complaint will be treated as a formal complaint. The details will be logged in our complaint register and assigned to a manager for review.
During the investigation, we may contact you to gather further information or clarification, speak with the cleaners involved and any supervisors, review appointment notes, schedules and checklists, and consider any photographs or other evidence you provide.
We aim to acknowledge formal complaints within 2 working days and to provide a full response within 10 working days. If the investigation is likely to take longer, we will let you know and give you an updated timescale.
6. Outcomes and Remedies
Once the investigation is complete, we will explain our findings and any actions we will take. Possible outcomes may include an apology and explanation, additional cleaning arranged as a priority to correct any shortcomings, retraining or closer supervision of the cleaner, a change of cleaner where appropriate, a service credit or adjustment to the invoice, and changes to our procedures to prevent similar issues occurring.
Any remedy offered will be reasonable and proportionate to the issue identified and in line with our terms and conditions.
7. Complaints about Damage or Loss
If your complaint relates to alleged damage or loss, please report this as soon as you become aware of it and provide clear details, including photographs where possible and proof of purchase or approximate value. We may need to arrange an inspection or request additional information before confirming the outcome. Any settlement for damage or loss will follow our company policies and applicable insurance cover.
8. Escalating Your Complaint
If you are not satisfied with the response to your formal complaint, you may request that your case is reviewed by a senior manager. Please clearly explain which aspects of the decision you disagree with and what outcome you are seeking. The senior manager will review the original complaint, the investigation carried out and the response provided, and may request further information from you or from staff involved. We aim to provide a final response to escalated complaints within 10 working days of receiving your request for review.
9. Unreasonable or Vexatious Complaints
Home Cleaners London is committed to dealing with all complaints fairly. However, we reserve the right to limit communication where a complaint becomes unreasonable, persistent or abusive. This may include requiring communication in writing only, designating a single point of contact within our team, or, in extreme cases, declining to provide further services, in line with our terms and conditions.
10. Continuous Improvement
We regularly review complaints data to identify patterns and areas for improvement in our cleaning services, training and customer support. Insights from complaints are used to enhance service quality and consistency for all customers across the areas we cover.
By setting out this Complaints Procedure clearly, Home Cleaners London aims to ensure that every concern is handled transparently, fairly and efficiently, and that you feel heard and supported whenever you contact us about our services.