Cleaner Bermondsey Complaints Procedure

Cleaner Bermondsey is committed to delivering reliable, consistent cleaning services to all clients. We recognise that, on occasion, things may not go as expected. When this happens, we want to know so we can put matters right, learn from the issue, and improve our service. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat every complaint seriously, regardless of size or nature. Our aims are to:

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

Investigate the matter fairly, promptly, and confidentially.

Provide a clear response, including any corrective action we will take.

Use the outcome to improve our cleaning practices, staff training, and quality control.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or any aspect of our operations that you feel has fallen below the standard you reasonably expected. This may include:

Concerns about the quality, thoroughness, or reliability of cleaning carried out at your home or business.

Issues relating to punctuality, conduct, or professionalism of our cleaners or office staff.

Problems with service scheduling, access, or adherence to agreed instructions.

Disputes about charges, invoices, or any aspect of the service agreement.

Matters relating to property, belongings, or the security of your premises.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. We accept complaints made verbally or in writing. When making a complaint, please provide as much detail as possible, including:

Your full name and the address where the cleaning service was provided.

Dates and times of the relevant cleaning visit or visits.

A clear description of what went wrong, including any specific areas, rooms, or tasks affected.

Names of any staff members involved, if known.

Any supporting information, such as photographs or notes made at the time of the issue.

What outcome you would consider a satisfactory resolution, for example a revisit clean or clarification of charges.

Stage One: Initial Resolution

Where possible, we encourage you to raise concerns as soon as you notice an issue, ideally within 24 to 48 hours of the service visit. This gives us the best opportunity to verify the situation and put it right promptly.

Once we have received your complaint, we will acknowledge it and may ask for further information if needed. We will then:

Review your service history and booking details.

Speak with the cleaning team or supervisor involved.

Assess any evidence you have provided.

Our goal at this stage is to resolve most complaints quickly, often by offering a corrective visit, clarifying what was agreed, or providing an explanation. We will usually aim to give you an initial response within a reasonable timeframe, taking into account the complexity of the matter.

Stage Two: Formal Investigation

If you are not satisfied with the outcome of the initial resolution, you may request that your complaint is escalated for a formal investigation. In this stage, a more senior member of the team will review the matter in detail. This may include:

Re-examining all notes, schedules, and communications relating to your service.

Obtaining further statements from staff members involved.

Reviewing our internal procedures and any relevant health and safety or quality standards.

We will provide you with a written response outlining our findings, any decisions made, and the reasons behind them. Where your complaint is upheld, we will set out the steps we will take to remedy the situation and help prevent a recurrence.

Timeframes for Responding

We aim to handle all complaints as swiftly as is reasonably possible. While actual timescales may vary depending on the complexity of the issue, our general approach is:

To acknowledge receipt of your complaint promptly.

To provide an initial response after the first review.

To complete a formal investigation and provide a detailed outcome where escalation is required within a reasonable and proportionate timeframe.

If we need more time due to the nature of the complaint, we will let you know and keep you informed of progress.

Possible Outcomes and Remedies

Depending on the circumstances, outcomes may include one or more of the following:

An apology and explanation where service has not met the expected standard.

A corrective clean or revisit to address areas that were missed or not completed as agreed.

Adjustments to future service instructions or schedules to better meet your needs.

Recommendations for additional staff training or changes to our internal procedures.

Other appropriate remedies, discussed and agreed with you in light of the specific situation.

Your Responsibilities as a Client

To help us handle your complaint fairly and efficiently, we ask that you:

Raise concerns as soon as practicable after the service in question.

Provide accurate and complete information about the issue.

Allow reasonable access for inspections or revisit cleans where necessary.

Communicate with our team in a courteous and respectful way.

By working together constructively, we can focus on resolving the issue and improving service quality for you and other clients.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information about your complaint will only be shared internally with those who need it in order to investigate and resolve the matter. We handle and store all personal information in line with our data protection obligations and our privacy practices.

Continuous Improvement

We view complaints and feedback as a valuable opportunity to review and enhance our cleaning services across our service area. Patterns or recurring issues are monitored so that we can take proactive action, update training materials, and refine our quality checks. By following this complaints procedure, Cleaner Bermondsey aims to maintain a transparent, fair, and responsive approach that supports long-term client satisfaction.