Complaints Procedure for Cleaners Richmond upon Thames

This complaints procedure explains how clients in Richmond upon Thames and nearby areas can raise concerns about our cleaning services, and how we handle, review, and resolve those concerns. Our aim is to deal with every complaint fairly, promptly, and transparently, and to use feedback to improve our domestic and commercial cleaning work.

Our commitment to resolving complaints

We understand that issues can sometimes arise, even with experienced and careful cleaners. When they do, we are committed to taking your concerns seriously, investigating them thoroughly, and giving you a clear, timely response. We aim to resolve most complaints informally at an early stage, wherever possible.

All complaints are treated with respect and confidentiality. Raising a complaint will not affect your right to continue using our cleaning services in Richmond upon Thames or the surrounding areas.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, staff, or communication, whether justified or not. This may include, for example:

Poor cleaning standards or missed tasks during a scheduled visit. Damage to items or property that you believe occurred during a cleaning appointment. Concerns about the conduct, attitude, timekeeping, or professionalism of a cleaner. Issues with scheduling, cancellations, or access arrangements for your property. Problems with invoicing, charges, or clarity of pricing. Any other matter where you feel we have not met your expectations.

You can raise a complaint even if you are unsure whether the issue is covered by this list. If necessary, we will explain which parts of this procedure apply to your case.

How to make a complaint

You can make a complaint verbally or in writing. While we accept verbal complaints, we encourage you to put your concerns in writing wherever possible so that we can clearly understand the issue and respond in detail.

When making a complaint, please provide the following information:

Your full name and the address where the cleaning service was provided. The date and approximate time of the cleaning visit or the incident. A clear description of what went wrong or what you are unhappy with. Any relevant supporting details, such as photographs, notes, or correspondence. How you would ideally like us to resolve the matter, if you have a preferred outcome.

We encourage you to raise the issue as soon as possible after it occurs, ideally within 48 hours of the cleaning visit, so that we can investigate promptly and accurately.

Stage 1: Informal resolution

In many cases, complaints can be resolved quickly and informally. If you are comfortable doing so, please first raise your concern with our office or your usual point of contact.

At this stage, we will:

Listen to your concerns and clarify any points we do not fully understand. Check the relevant booking details, instructions, and notes from the cleaning visit. Where appropriate, speak with the cleaner or team involved. Offer a practical solution where the complaint is upheld, which may include rectifying the cleaning, adjusting future visits, or other reasonable steps.

We aim to provide an initial response at this stage within a reasonable timeframe. If the issue cannot be resolved informally, or if you are not satisfied with the outcome, you may request that your complaint be escalated to the formal stage.

Stage 2: Formal complaint review

If your complaint requires a more detailed review, we will handle it as a formal complaint. At this stage, a manager or designated senior staff member will take responsibility for the investigation.

They will:

Confirm that your complaint has been received at the formal stage. Review your account, booking records, and any previous communication. Take statements from cleaners or staff involved, where relevant. Consider any supporting evidence you have provided.

Once the review is complete, we will provide a written response explaining:

The issues raised in your complaint. The steps we have taken to investigate. Our findings and whether your complaint is upheld in full, in part, or not upheld. Any proposed resolution, such as corrective cleaning work, service adjustments, or other reasonable remedies.

We aim to complete this formal review within a reasonable timeframe, depending on the complexity of the matter. If we need more time, we will inform you and explain why.

Possible outcomes and remedies

Where a complaint is upheld, we will seek to offer a fair and proportionate remedy. This may include, where appropriate:

Arranging a re-clean of the affected areas within a reasonable period. Adjusting or waiving specific charges related to the issue. Reviewing and improving our internal procedures or training. Making reasonable efforts to repair or compensate for proven damage caused by our work, in line with our terms and conditions and any applicable insurance arrangements.

Where a complaint is not upheld, we will explain our reasons clearly and outline any steps we are still willing to take as a gesture of goodwill, if appropriate.

Confidentiality and data protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it in order to investigate and respond to your concerns. We handle all personal data in line with relevant data protection principles and only keep records for as long as necessary.

Using feedback to improve our cleaning services

We value feedback from clients across Richmond upon Thames because it helps us maintain high standards for domestic and commercial cleaning. Every complaint, whether large or small, is recorded and reviewed so we can identify patterns, address recurring issues, and improve our training, supervision, and quality control.

By following this complaints procedure, we aim to resolve individual concerns fairly while continually improving the reliability and quality of our cleaning services.