Earls Court Cleaner Complaints Procedure

This complaints procedure explains how Earls Court Cleaner handles concerns and complaints about our cleaning services. We are committed to providing a clear, fair and timely process for resolving any issues you may experience in relation to our domestic or commercial cleaning work.

Our Commitment to You

Our aim is to deliver reliable, consistent and professional cleaning services throughout our service area. If something goes wrong, we want to know about it so we can put it right and prevent it from happening again. We treat all complaints seriously, whether they relate to service quality, conduct of cleaning staff, scheduling, access, or any other aspect of our work.

We will always seek to:

Listen carefully to your concern, treat you with respect and courtesy, and keep your information confidential within the business.

Handle your complaint promptly and efficiently, with clear communication at each stage.

Offer a practical and fair resolution wherever possible, appropriate to the issue raised.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, whether it is justified or not. This can include, for example, concerns about the standard of cleaning, missed or late appointments, damage to property, staff conduct, or how we have communicated with you.

You do not have to use any specific wording to make a complaint. If you tell us that you are unhappy and that you want us to respond, we will treat this as a complaint and follow this procedure.

How to Make a Complaint

You may raise a complaint using whichever method is most convenient for you. You can contact us through our usual customer communication channels. Please provide as much detail as you can, including:

Your full name and, if relevant, the property address where the cleaning took place.

The date and approximate time of the service or incident you are unhappy about.

A clear description of what went wrong or what you are dissatisfied with.

Any supporting information you consider helpful, such as photos or notes.

What you would like us to do to resolve the matter, if you have a preferred outcome.

Timescales for Raising a Complaint

We encourage you to notify us of any issues as soon as possible after they occur, ideally within a reasonable period following the cleaning visit. Prompt notification allows us to investigate more effectively and to address any problems quickly. However, we will consider complaints raised at a later date, provided we are still able to review the circumstances in a fair and practical way.

Our Complaints Handling Stages

We aim to resolve most complaints informally and at the earliest opportunity, often at the first point of contact. Where further review is needed, your complaint will follow a simple staged process.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and arrange for an appropriate member of our team to review the details. We will acknowledge your complaint within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint and explain what will happen next, including an estimated timescale for our response.

Stage 2: Investigation

We will then investigate your complaint. This may include reviewing job records and cleaning schedules, speaking with the cleaners involved, examining any photographs or evidence you have provided, and, where appropriate, arranging a site visit or follow up inspection. Our aim is to understand what happened, why it happened, and what we can do to resolve the situation.

Stage 3: Response and Outcome

After we have completed our investigation, we will provide you with a clear response. This will normally include:

A summary of the complaint you raised.

An overview of the steps we took to investigate.

Our findings and whether we consider the complaint upheld, partly upheld, or not upheld.

Any actions we propose to take to put matters right, where appropriate.

We aim to provide a full response within a reasonable and practical timeframe. If, for any reason, we are unable to respond within the initial timescale indicated, we will keep you informed and let you know when you can expect a final reply.

Possible Resolutions

Where your complaint is upheld or partly upheld, we will consider appropriate remedies depending on the nature and impact of the issue. These may include, for example:

Offering a return visit to re-clean specific areas.

Making reasonable adjustments to future bookings or service arrangements.

Providing a proportionate refund or credit, where justified and in line with our terms and conditions.

Taking internal action, such as additional training, supervision or changes to procedures, to help prevent a recurrence.

Any remedy offered will be fair, practical and consistent with our obligations and the circumstances of the case.

If You Are Unhappy With the Outcome

If you feel that your complaint has not been resolved to your satisfaction, you may ask for your complaint to be reviewed again. A senior member of our team, who was not directly involved in the original investigation where possible, will re-examine the matter. They will review the evidence, the steps previously taken, and any new information you provide. Following this review, we will issue a final response explaining our position.

Confidentiality and Data Protection

We handle all complaints and related information confidentially and in line with data protection requirements. Details of your complaint will only be shared internally with those who need to know in order to investigate and resolve the issue. Information arising from complaints may be used, in an anonymised way where possible, to monitor performance and improve our services.

Using Complaints to Improve Our Services

Every complaint is an opportunity for us to learn and improve. We routinely review the themes and outcomes of complaints across our service area to identify patterns and areas where our cleaning practices, staff training, scheduling or communication can be strengthened. By doing this, we aim to enhance the overall quality, safety and reliability of our cleaning services for all customers.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for our customers and for the nature of our cleaning work. Updated versions may be issued from time to time to reflect changes in our services, internal processes or relevant regulations.