Cleaner Ilford Complaints Procedure

Cleaner Ilford is committed to providing reliable and consistent cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to resolve issues quickly, fairly and transparently. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to put matters right.

1. Our Commitment to Handling Complaints

We treat every complaint seriously and use feedback to improve our services. Our aims when dealing with a complaint are to:

Listen carefully and understand what has gone wrong from your perspective.

Respond promptly and keep you informed throughout the process.

Provide a fair and reasonable outcome, including corrective actions where appropriate.

Use the experience to prevent similar issues in the future.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication or our processes, where you would like a response or resolution. Examples include:

The standard or quality of cleaning carried out at your property.

Missed or delayed appointments, or repeated lateness.

Conduct, behaviour or professionalism of our cleaning staff.

Concerns about how we have handled your booking, payments or other arrangements.

Health and safety issues or damage to property arising from our work.

If you are unsure whether an issue counts as a complaint, we encourage you to raise it with us so that we can clarify and, where needed, address it.

3. How to Make a Complaint

You can make a complaint in writing. Written complaints help us keep an accurate record of the issue and how it is resolved. Please include the following information so we can investigate effectively:

Your full name and the address where the cleaning took place.

The date of the service and, if known, the name of the cleaner or team.

A clear description of what happened and why you are dissatisfied.

Any supporting details, such as photographs or notes, where relevant.

What outcome you are seeking, for example a re-clean, explanation, or other resolution.

Once we receive your written complaint, we will acknowledge it and begin our investigation.

4. Time Limits for Submitting Complaints

To ensure we can properly review what happened, we ask that complaints relating to cleaning quality or missed tasks are raised as soon as possible and no later than 72 hours after the service. For other issues, such as conduct, safety or administrative problems, please contact us as soon as you reasonably can after becoming aware of the matter.

We will consider complaints made outside these timeframes, but our ability to investigate and provide a remedy may be limited if too much time has passed.

5. What Happens After You Make a Complaint

Our complaints handling process has three main stages: acknowledgement, investigation and response.

Acknowledgement: We aim to acknowledge your complaint within two working days of receiving it. In this acknowledgement we will confirm that we have received your complaint and give you an indication of the expected timescale for our full response.

Investigation: A manager or suitably senior member of our team will review your complaint in detail. This may include speaking with the cleaner or team involved, checking schedules and records, reviewing any photographs or evidence, and, where appropriate, asking you for further information or clarification.

Response: Once our investigation is complete, we will provide a written response setting out our findings, any actions already taken, and any proposed resolution. We aim to provide this full response within 10 working days of acknowledging your complaint. If we need more time for a thorough investigation, we will explain the reason and provide a revised timescale.

6. Possible Outcomes and Remedies

Our goal is to reach a fair outcome that reflects the circumstances of your complaint. Depending on what we find, remedies may include:

An explanation or clarification of what occurred and why.

Corrective action, such as arranging a re-clean of specific areas.

Service adjustments for future bookings, where appropriate.

Reviewing our internal procedures or staff training to reduce the risk of similar issues arising again.

Where damage or loss is involved, we will assess this case by case and act in line with our terms and any applicable insurance arrangements.

7. Escalating Your Complaint

If you are not satisfied with the outcome of our initial response, you may request an internal review. To do this, please set out why you remain dissatisfied and what you believe would be a fair resolution. A senior member of our management team, who was not directly involved in the original investigation, will review your complaint, the steps already taken, and our initial decision.

We will then provide a final written response, usually within 10 working days of receiving your request for a review. This response will clarify our final position and any further actions we will take.

8. Responsibilities of Our Staff

All members of the Cleaner Ilford team are expected to cooperate fully with the complaints procedure. This includes:

Providing honest and timely information when an issue is raised.

Acting professionally and respectfully at all times, especially where a client is unhappy.

Following any corrective instructions issued by management after a complaint.

Managers are responsible for ensuring complaints are logged, tracked and resolved within the stated timeframes, and for identifying any patterns that may indicate areas for improvement.

9. Using Feedback to Improve Our Services

Every complaint, whether minor or significant, is an opportunity for Cleaner Ilford to improve. We regularly review complaint records to identify recurring issues, trends and training needs. Lessons learned may lead to changes in our cleaning checklists, staff training, supervision arrangements, booking systems or communication methods.

By raising a concern, you help us enhance the quality and reliability of our cleaning services for all customers in our service area.

10. Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be shared only with those who need it to investigate and resolve the matter. We store and process any personal data related to your complaint in line with applicable data protection principles. Records are kept only for as long as necessary for resolving the complaint, meeting legal obligations and improving our services.

11. Review of This Procedure

Cleaner Ilford keeps this complaints procedure under regular review to ensure it remains clear, fair and effective. As our services and operations develop, we may update this procedure to reflect best practice and any relevant legal or regulatory changes.

We appreciate the time you take to provide feedback and raise concerns. Your input helps us maintain high standards and deliver a professional cleaning service across the areas we serve.