West Hampstead Cleaners Complaints Procedure

West Hampstead Cleaners is committed to providing reliable, high quality cleaning services to all customers. We recognise that, on occasion, things may go wrong or fall below the standards you expect. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues quickly and fairly.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and simple way to tell us when something has gone wrong with a cleaning service. It helps us put things right, learn from any mistakes, and continuously improve the quality and reliability of our domestic and commercial cleaning work across our service areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our scheduling, or any aspect of our customer care where you feel that we have not met your expectations or our agreed standards.

Examples of complaints include, but are not limited to:

Poor or incomplete cleaning work, such as areas being missed or not cleaned to the standard promised.

Damage to property or items during a cleaning visit.

Missed appointments, late arrivals, or repeated rescheduling without clear communication.

Unprofessional behaviour, conduct, or attitude from any member of our cleaning team or office staff.

Concerns about how a previous complaint was handled or resolved.

How to Make a Complaint

You can tell us about a problem in the way that is most convenient for you. You may raise a complaint by speaking directly to a member of our team or by writing to us. When you make a complaint, please provide as much detail as possible so that we can investigate thoroughly and respond promptly.

To help us deal with your complaint efficiently, please include the following information where relevant:

Your full name and, if applicable, the name of the person or company that booked the service.

The service address and the date and approximate time of the cleaning visit.

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

Details of any conversations already held with our cleaners or office team about the issue.

Any supporting information, such as photographs of missed or damaged areas, if available.

Time Limits for Raising a Complaint

We encourage customers to raise any concerns as soon as possible after the cleaning service, as this helps us to investigate and resolve the matter more effectively.

Where your complaint relates to the quality of cleaning, we ask that you notify us within a reasonable period from the date of the service. For damage to property or other more serious concerns, you should contact us as soon as you become aware of the issue.

How We Handle Complaints

We aim to handle all complaints promptly, fairly, and in a respectful and professional manner. Our process is designed to be transparent and straightforward.

Step one: Acknowledgement. Once we receive your complaint, we will record the details and acknowledge that we have received it. Where possible, we will do this on the same working day, or otherwise as soon as reasonably practicable.

Step two: Investigation. A member of our management or customer care team will review your complaint and carry out an investigation. This may include speaking to the cleaners who attended, reviewing schedules and job notes, and considering any evidence you have provided.

Step three: Response. After the investigation, we will contact you to explain what we have found, how we have reached our conclusions, and what we propose to do next. We aim to provide a full response within a reasonable timeframe, depending on the complexity of the issue.

Possible Outcomes and Resolutions

Where we find that your complaint is justified, we will take appropriate steps to put things right. Depending on the circumstances, this may include one or more of the following:

Arranging a re-clean of the affected areas, at no additional cost, where quality of work has fallen short of our standards.

Offering a partial or full refund for the service where appropriate and proportionate.

Taking internal action in relation to the team member or members involved, which may include additional training or other corrective measures.

Reviewing and improving our procedures or service delivery to reduce the risk of similar issues arising in future.

If we conclude that we are not at fault, we will explain our reasons clearly and fairly, and we will always remain open to further discussion.

Escalating a Complaint

If you are not satisfied with the outcome of your complaint or feel that it has not been handled properly, you may ask for the matter to be reviewed by a more senior member of our management team.

When requesting an escalation, please explain why you are unhappy with our initial response and what outcome you are seeking. We will then carry out a further review and provide a final response, setting out our position and any additional steps we can reasonably take.

Our Commitment to Fairness and Confidentiality

We treat all complaints seriously and strive to resolve them in a way that is fair to you and to our team. We do not tolerate retaliation or negative treatment of any customer who raises a concern in good faith.

All information you provide as part of a complaint will be handled sensitively and kept secure. Details will only be shared with staff who need to know in order to investigate and resolve the issue, or where we are required to share information by law.

Using Feedback to Improve Our Services

Every complaint is a valuable opportunity for us to review our cleaning practices, training, and customer service processes. We regularly analyse the feedback we receive to identify patterns, address recurring issues, and maintain consistent standards across all the homes and business premises we clean.

By following this complaints procedure, we aim to give you confidence that your concerns will be heard, taken seriously, and used to make our cleaning services better for all customers.