Complaints Procedure for Cleaners Kingston Customers

Cleaners Kingston aims to provide a reliable and professional cleaning service across our service area. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, what you can expect from us when you do, and how we will work with you to reach a fair resolution.

Our Commitment to Handling Complaints

We take all complaints seriously and treat them as an opportunity to review and improve our services. Our objectives when handling complaints are to respond promptly, act fairly and consistently, protect your privacy, and resolve issues wherever possible to your satisfaction.

We aim to deal with all complaints in a professional manner, whether they relate to domestic cleaning, end of tenancy cleaning, office cleaning, or any other service we provide within our local area.

What This Complaints Procedure Covers

This procedure applies to complaints about the quality of cleaning work, behaviour or conduct of our cleaners, punctuality and reliability of bookings, communication and customer service, health and safety concerns relating to our work, and any other aspect of our cleaning services you are dissatisfied with.

This procedure does not cover matters that are already the subject of legal action or insurance claims, or complaints about issues beyond our control, such as building-wide maintenance problems or utility failures at the property.

How to Raise a Complaint

You can raise a complaint verbally or in writing. Wherever possible, we encourage you to provide your name and contact details, the date and time of the service, the address where the service took place, a clear description of what went wrong, and any supporting information, such as photographs or notes. Providing accurate details helps us investigate more quickly and effectively.

If you raise a concern during or immediately after a visit, you may speak directly to our office or designated contact so that we have an opportunity to put matters right as soon as possible.

Timeframes for Making a Complaint

We recommend that you inform us of any issues as soon as reasonably possible following the service in question. For issues relating to the quality of cleaning, we ask that you contact us within a reasonable period so that we can properly assess the situation and arrange any appropriate remedial work.

What Happens After You Make a Complaint

Once we receive your complaint, we will first acknowledge that we have received it. We then review the information you have provided and may contact you for further details or clarification if needed. We will review our records relating to the booking, including job notes and any relevant communication. Where appropriate, we may speak with the cleaners or staff involved to understand what occurred. If necessary, we may request permission to revisit the property to assess the issue in person.

Following our investigation, we will provide you with a response explaining our findings, outlining any steps we have taken or propose to take, and confirming any agreed resolution.

Response Times

We aim to acknowledge all complaints within a reasonable period of receiving them. A full response will typically be provided once our investigation is complete. In more complex cases, where additional time is required, we will keep you updated on progress and let you know when you can expect a further update.

Possible Outcomes and Resolutions

Depending on the nature and outcome of the investigation, possible resolutions may include an explanation or further information about what happened, an apology where appropriate, a return visit to rectify cleaning work, adjustments to future services, or other reasonable steps to put matters right where we are at fault.

Any goodwill gesture or remedial action will be offered at our discretion, taking into account the specific circumstances of the case.

Escalating a Complaint

If you are not satisfied with the initial response to your complaint, you may request that it be escalated for further review. In this case, a more senior member of our team will re-examine the details, including any additional information you wish to provide, and reassess our earlier decision. We will then provide you with a final response, setting out our position and explaining the reasons for our decision.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it to investigate and resolve the issue. We will handle your personal information in line with our data protection responsibilities. Details of complaints may be recorded for training, monitoring, and quality control purposes, but this will not include unnecessary personal information.

Fair Treatment of Staff and Customers

We are committed to treating both our customers and our staff fairly and with respect. We will not tolerate abusive, threatening, or discriminatory behaviour towards any member of our team. If necessary, we may limit communication channels or end a service relationship where behaviour is deemed unreasonable or harmful. At the same time, we expect our staff to act courteously and professionally at all times when handling complaints.

Continuous Improvement

We regularly review the complaints we receive to identify patterns or recurring issues. This helps us improve our cleaning processes, staff training, and communication. By telling us when something has gone wrong, you are helping Cleaners Kingston maintain and raise standards across our local service area.

Changes to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, feedback from customers, or updates to internal policies. The version available from us at the time you raise a complaint will be the one that applies to your case.

We value your feedback and the trust you place in Cleaners Kingston. If you have any concerns about our cleaning services, we encourage you to use this procedure so that we can address the issue promptly and professionally.