Cleaner Belsize Park Complaints Procedure

Cleaner Belsize Park is committed to delivering reliable, consistent and professional cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern with us, how we will respond, and the steps we take to resolve issues and improve our service.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair and accessible way for clients to report dissatisfaction with any aspect of our cleaning services. It covers one-off and regular bookings, residential and commercial cleaning, and any interaction you have with our office or cleaning teams. We treat all feedback seriously and use it to improve training, supervision and quality control across our service area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of cleaning, the conduct of a cleaner, the reliability of appointments, communication with our office, or any other aspect of our service, where you would like us to investigate and respond.

Examples include missed or late appointments, areas not cleaned to an agreed standard, damage or breakages, security or access concerns, unprofessional behaviour, or issues with billing and charges. If you are unsure whether your issue counts as a complaint, please still raise it. We would rather know and have the opportunity to put things right.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us keep an accurate record of what has happened and how we have responded. When you contact us, please include the following information so we can investigate efficiently:

The name used for your booking, the address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, and any supporting information such as photos, notes, or messages. If you are making a complaint on behalf of someone else, please make this clear at the outset.

Timeframe for Raising Concerns

To help us resolve issues effectively, we ask that you raise any complaint as soon as reasonably possible after the event. For issues relating to the quality of cleaning, we recommend contacting us within 48 hours of the visit so we can accurately assess the situation. We will still consider complaints raised later than this, but the options available to us may be more limited.

How We Will Acknowledge Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and let you know when you can expect a more detailed response. We may also ask for clarification or further information if needed to fully understand the issue.

Our Investigation Process

We investigate each complaint fairly and objectively. Depending on the nature of the complaint, this may involve reviewing your booking details and work instructions, speaking with the cleaner or cleaning team involved, checking any photographs, messages or other evidence provided, and, where appropriate, arranging to revisit the premises to inspect the area of concern.

Throughout the investigation, we aim to remain impartial and to consider both the client perspective and any relevant information from our staff. We treat all parties with respect and confidentiality at every stage.

Response and Outcome

After we have completed our investigation, we will provide you with a clear response. This will include a summary of the issue as we understand it, an explanation of what we have found during our investigation, and our decision on what action we will take. Where a complaint is upheld, possible outcomes may include a complimentary or discounted re-clean of specific areas, a partial refund or credit towards future services in appropriate cases, additional training or supervision for particular cleaners, or changes to our internal procedures to prevent a recurrence.

If we do not uphold your complaint, we will explain our reasoning in full. Even where we do not agree with every aspect of the complaint, we will still consider whether there are any service improvements we can make.

Timescales for Resolution

We aim to resolve most complaints within a reasonable period from acknowledgement. Some complex matters may take longer, especially if they involve multiple visits or third parties. If more time is needed, we will keep you informed of progress and let you know when you can expect an update.

Confidentiality and Data Protection

We handle all complaints in confidence. Details are only shared within Cleaner Belsize Park on a need to know basis, for example with managers and relevant cleaners involved in the case. Any personal information you provide to us as part of a complaint will be used solely for managing and resolving that complaint and for improving our services, in line with our data protection responsibilities.

Appeals and Further Escalation

If you are unhappy with the outcome of your complaint, you may ask for the decision to be reviewed. Your request for review should clearly state why you remain dissatisfied and what you would like us to reconsider. A different senior member of our team will then review the handling of your complaint and our decision, and will respond to you with their findings.

Using Feedback to Improve Our Service

Complaints and constructive criticism are an important part of how we maintain and improve standards in our cleaning services. We regularly review the issues raised through this procedure to identify trends, training needs and opportunities to refine our processes. By raising concerns with us, you help Cleaner Belsize Park deliver a safer, more reliable and more consistent service to all clients.

Our Commitment to You

We aim to make it easy to raise concerns, to treat every complaint with respect, to investigate thoroughly and fairly, to communicate clearly and promptly, and to take action where we have fallen short of the standards we set for ourselves. Our goal is not only to resolve individual issues but also to build lasting, trust based relationships with our clients throughout our service area.