Complaints Procedure

Cleaner Ealing Complaints Procedure

Cleaner Ealing is committed to providing reliable and professional cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and continually improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.

Our Commitment to You

We take every complaint seriously, regardless of its size or subject. Our aim is to resolve issues promptly, fairly and transparently. We will treat you with respect, listen carefully to your concerns, and keep you informed about the progress and outcome of your complaint.

We also use feedback to review our practices, update staff training, and improve how we deliver cleaning services for homes and businesses across our service areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is about the standard of cleaning, staff behaviour, punctuality, communication, or how we have handled a previous query. You do not need to use formal language or call your message a complaint for us to treat it as one.

Examples of issues that may be handled under this procedure include:

Poor standard of cleaning or missed areas.

Cleaning not carried out at the agreed time or date.

Damage to property or belongings allegedly caused during a visit.

Concerns about the conduct, attitude or professionalism of a member of our cleaning team.

Problems with invoicing or the way your booking was managed.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. Please contact us using your usual communication channel with Cleaner Ealing, such as through our office or booking contact. When you get in touch, it is helpful if you provide:

Your full name and, if applicable, the business or property name.

The address where the cleaning took place.

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

Any relevant photos, notes or supporting information that may help us understand the issue.

You can raise a complaint as soon as you notice a problem. We encourage you to contact us as quickly as possible so we can investigate while details are still fresh and take prompt action if required.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your concerns and, where possible, give you an initial indication of how we intend to investigate and the timescale for our response.

Stage 2: Investigation

Your complaint will be passed to an appropriate member of our management team who is responsible for reviewing the details. Depending on the nature of the issue, the investigation may include:

Speaking with the cleaning staff involved.

Reviewing schedules, checklists and any photos or notes from the visit.

Visiting the property again, where appropriate and by agreement.

Consulting any relevant internal policies and training records.

We approach every complaint with an open mind and will consider your perspective carefully. If we need more information from you, we will contact you to clarify details.

Stage 3: Response and Outcome

After we have investigated your complaint, we will provide you with a clear response. This will explain:

What we have understood your complaint to be about.

What we have done to investigate the matter.

Our findings and whether we believe the complaint is upheld in full, in part, or not upheld.

Any actions we will take to resolve the issue and prevent it from happening again.

Possible outcomes may include:

A sincere apology and explanation.

Corrective cleaning work, where appropriate and feasible.

Review or revision of our practices and staff training.

Other reasonable steps to address your concerns, depending on the circumstances.

Timeframes

We aim to resolve most complaints as quickly as possible. While complex issues may take longer, our general approach is:

Acknowledge your complaint within a short reasonable period.

Complete our investigation and provide a full response within a further reasonable period, depending on complexity and the need for site visits or staff interviews.

If we expect the investigation to take longer than usual, we will keep you informed and let you know when you can expect a full response.

If You Are Not Satisfied

If you are unhappy with our response or feel that your complaint has not been handled fairly, you can request that the matter is reviewed by a more senior manager within Cleaner Ealing. Please explain which parts of our response you disagree with and why, and provide any additional information that you believe is relevant.

The senior reviewer will look again at the details of your complaint, our investigation, and the outcome offered. They may contact you directly to discuss the matter further before issuing a final decision on behalf of Cleaner Ealing.

Confidentiality and Data Protection

All complaints are handled in confidence. We will only share information with staff who need it to investigate and resolve the issue. Any personal data you provide will be processed in line with our data protection obligations and used only for the purpose of managing your complaint and improving our services.

Continuous Improvement

We regularly review complaints and feedback to identify patterns and areas where we can improve. This may lead to additional staff training, updates to our cleaning procedures, or improvements in communication and scheduling. Your feedback plays a vital role in helping Cleaner Ealing maintain and raise the standards of our cleaning services across the areas we serve.

By setting out this Complaints Procedure clearly, we aim to give you confidence that any concerns you raise will be listened to, taken seriously, and handled professionally from start to finish.