Complaints Procedure

Cleaner Islington Complaints Procedure

Cleaner Islington is committed to delivering reliable, high-quality cleaning services and to treating every concern or complaint seriously and fairly. This Complaints Procedure explains how you can raise a complaint, what you can expect from us, and how we work to resolve issues promptly and professionally.

Our commitment to you

We aim to provide a straightforward and transparent process for raising and resolving complaints. We will always:

Listen carefully to your concerns, treat you with respect and courtesy at all times, investigate complaints thoroughly and impartially, keep you informed throughout the process, and use your feedback to improve our cleaning services and customer care.

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way we have handled a previous issue. This can include, but is not limited to:

Concerns about the quality or standard of cleaning carried out, missed or incomplete cleaning appointments, conduct or behaviour of our cleaning staff, damage or alleged damage to property during cleaning, delays or failures in communication, and issues with billing or service charges.

You do not have to use specific wording or refer to this document for your concern to be treated as a complaint. If you tell us you are unhappy with our service, we will treat it as a complaint and follow this procedure.

How to make a complaint

You can raise a complaint verbally or in writing. To help us deal with the matter quickly and effectively, please provide:

Your full name, the address where the cleaning took place, the date or dates of the service you are unhappy with, a clear description of what went wrong and when it happened, and any photos or other supporting information you feel is relevant.

If your complaint relates to an ongoing service, please contact us as soon as possible so we can put things right without delay.

Informal resolution

Many concerns can be resolved quickly through an informal conversation. Where appropriate, we encourage you to raise issues as soon as they arise, so that we can:

Clarify any misunderstanding about the agreed cleaning tasks, arrange for a cleaner to return to rectify work where reasonable, adjust the scope of future visits to better match your expectations, or explain our policies where these may not have been clear.

If you are not satisfied with the outcome of an informal discussion, or if you prefer not to discuss the matter informally, you can make a formal complaint.

Formal complaints process

Once we receive a formal complaint, we will follow these steps.

1. Acknowledgement

We will acknowledge your complaint within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint, summarise our understanding of the issues, and explain the next steps and expected timescales.

2. Investigation

A manager or senior member of our team will review your complaint impartially. The investigation may include:

Checking cleaning schedules, job notes, and any relevant records, speaking to the cleaner or cleaning team involved, and, where appropriate, requesting further information or clarification from you.

We aim to complete investigations promptly, but the exact time can vary depending on the complexity of the issue. If the investigation takes longer than expected, we will keep you informed.

3. Response and outcome

Once the investigation is complete, we will provide a clear and reasoned response. This will normally include:

A summary of your complaint and what we have investigated, the findings of our investigation, any action we have already taken, and any further steps we propose to take to resolve the matter.

Where we find that we are at fault or that our service has not met our usual standards, we will seek to put things right. Depending on the circumstances, this may involve:

Arranging a re-clean where reasonable and appropriate, offering a partial or full adjustment to your invoice where justified, providing additional training or guidance to our staff, reviewing and improving our internal processes.

Escalating your complaint

If you are not satisfied with the outcome of your complaint or how it has been handled, you can ask for your complaint to be reviewed by a more senior manager.

When requesting an escalation, please explain why you remain dissatisfied and specify any aspects of the response you feel have not been addressed. The reviewing manager will reassess your complaint, consider any new information you provide, and decide whether any further action is appropriate. You will receive a final response once this review is complete.

Confidentiality and fairness

All complaints are handled in confidence and in line with applicable data protection principles. Information about your complaint will be shared only with those who need it to investigate and resolve the matter or to improve our services.

We are committed to dealing with complaints fairly and without discrimination. Making a complaint will not affect your right to receive services from us or the way we treat you in the future.

Using complaints to improve our service

We value feedback from our clients and view complaints as an important opportunity to learn and improve. We regularly review complaints data to identify patterns and areas for improvement, including staff training needs, service processes, and communication practices.

By following this Complaints Procedure, Cleaner Islington aims to give every client confidence that concerns will be taken seriously, investigated properly, and used to help us provide better and more reliable cleaning services in our area.