Cleaner Edgware Complaint Handling Process

Cleaner Edgware is committed to providing reliable domestic and commercial cleaning services. We aim to deliver work that meets or exceeds your expectations on every visit. However, we recognise that sometimes things may not go as planned. This complaints procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear and fair process for dealing with any dissatisfaction related to our cleaning services. This includes one-off, regular, end of tenancy and specialist cleaning. We use all complaints as an opportunity to review our systems, improve staff training and maintain high standards across our service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This can include issues such as the quality of cleaning, conduct or behaviour of cleaning staff, lateness or missed appointments, damage to property or belongings, health and safety concerns, communication problems, billing errors or misunderstandings about what is included in a service.

We encourage you to tell us about any concerns as early as possible. Many issues can be resolved quickly and informally when they are raised promptly.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may contact us by phone, in writing by post or through our online contact form on our website. Please clearly state that you wish to make a complaint so we can register it correctly and handle it under this procedure.

To help us deal with your complaint efficiently, please provide your full name, the service address, dates and times of the cleaning service, a clear description of what went wrong and what you are unhappy about, any relevant photos or evidence relating to the issue and what outcome you would consider fair.

You can make a complaint yourself, or a representative can do this on your behalf, with your permission.

Time Limits for Making a Complaint

Where possible, we ask that complaints about cleaning quality or conduct are raised within 48 hours of the service being carried out. This allows us to assess the situation while it is still recent and to put things right quickly if needed. Complaints raised later than this will still be considered, but some remedies may no longer be practical if too much time has passed.

Our Complaints Handling Stages

We aim to deal with complaints in a fair, consistent and timely way. Our complaint handling process has two main stages: informal resolution and formal investigation.

Stage 1: Informal Resolution

In many cases, complaints can be resolved quickly by our customer service team or the supervisor responsible for your booking. We will acknowledge your complaint as soon as reasonably possible. We will then review the details you have provided, speak with the cleaners who attended your property where relevant and, if required, ask you for further information or clarification.

Where appropriate, we may propose solutions such as a return visit to complete or correct work, partial or full credit against future services, or other reasonable options agreed with you. We aim to provide a response at this stage within a reasonable timeframe, taking into account the complexity of the issue.

Stage 2: Formal Investigation

If you are not satisfied with the outcome of Stage 1, or if the complaint involves more serious matters such as alleged damage, health and safety incidents or repeated service failures, you may request a formal investigation. This will be handled by a manager who was not directly involved in the original work.

During the formal investigation, we will review all available information, including communications, staff reports, schedules and any photographs or evidence provided. We may contact you to obtain additional details, and we may also request access to the property for inspection where this is relevant and practical.

Once the investigation is complete, we will provide a written outcome explaining what we have found, any action we will take to resolve the matter and any steps we will implement to prevent similar issues in future.

Timeframes for Responses

We will always aim to acknowledge your complaint promptly. While response times may vary depending on the complexity and nature of the issue, we aim to address most complaints within a reasonable period. If a complaint is complex and requires more time to investigate, we will keep you informed of progress and let you know when you can expect a full response.

Possible Outcomes and Remedies

Our priority is to resolve complaints fairly and reasonably. Depending on the circumstances, possible outcomes may include a clear explanation or apology, a return visit to re-clean or complete missed tasks, a credit or adjustment to your invoice, internal staff training or procedural changes where needed and other actions we consider appropriate in the circumstances.

Any remedy offered will take into account the nature of the complaint, the impact on you and the evidence available.

Confidentiality and Fair Treatment

All complaints will be treated seriously and confidentially. Information will be shared only with staff who need it to investigate and resolve the issue. We will treat all customers respectfully and will not discriminate against anyone who raises a concern. Your right to receive a professional cleaning service is not affected by making a complaint.

Using Complaints to Improve Our Services

Cleaner Edgware uses complaints, feedback and compliments to review and improve our services across our operating area. Trends and recurring issues are monitored and used to update training, review equipment and products used, refine checklists and procedures and support our cleaners to maintain consistent standards.

We appreciate the time customers take to tell us when something has gone wrong and we will always do our best to learn from the experience and improve our cleaning services going forward.

Further Questions About This Procedure

If you have any questions about this complaints procedure or how it applies to your situation, you can contact our customer service team who will be happy to explain any part of the process. We are committed to handling all concerns in a transparent, fair and professional manner.