Complaints Procedure for Cleaners E16 Customers

Cleaners E16 aims to provide reliable, high-quality cleaning services across our local service areas. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we will take to put things right.

Our Commitment to Handling Complaints

We treat every complaint seriously and use feedback to improve our services. Our key commitments are to:

Listen carefully to your concerns and treat you with respect at all times.

Investigate complaints promptly, fairly, and impartially.

Keep you informed throughout the process.

Offer a clear explanation and, where appropriate, a practical resolution.

Use the outcome of complaints to improve our training, systems, and service standards.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled an issue, where a response or resolution is expected. Examples include:

The standard or quality of cleaning work provided.

Missed appointments or repeated lateness.

Behaviour or conduct of a cleaner or representative.

Concerns about how we have communicated with you.

Problems with how we have handled a previous concern or request.

Raising a Complaint Informally

We encourage customers to raise issues as soon as possible, ideally within 48 hours of the service, so we have the best opportunity to investigate and resolve the matter quickly.

In the first instance, you can contact our office and explain the issue in your own words. Where appropriate, we will aim to resolve your complaint informally, for example by:

Arranging for a cleaner to return and reclean the affected areas.

Clarifying the agreed scope of work and adjusting future visits.

Discussing behaviour or punctuality concerns with the cleaner.

Providing guidance on what you can expect from our services in the future.

If you are not satisfied with the informal response, or if the matter is more serious, you can use our formal complaints process.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer a more structured investigation, you may make a formal complaint. To help us understand and investigate the issue, please provide:

Your full name and the address where the cleaning was carried out.

The date and approximate time of the service related to your complaint.

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

Any information or evidence that may be helpful, such as photos or notes.

Any steps you have already taken to raise the issue informally.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these stages:

Acknowledgement: We will acknowledge your complaint within a reasonable timeframe and confirm that it is being investigated.

Initial Review: A member of the management team will review the details of your complaint, speak with any staff involved, and examine relevant records such as schedules, job sheets, or checklists.

Investigation: Where necessary, we may contact you for further information or clarification. We may also visit the property, with your permission, to inspect any areas of concern relating to the cleaning service.

Response: Once the investigation is complete, we will provide a written or verbal response setting out our findings, any action already taken, and any further steps we propose to resolve the matter.

Timeframes for Response

We aim to resolve complaints as quickly as possible. Timeframes may vary depending on the complexity of the issue, but we will generally:

Acknowledge your complaint within a short period after receiving it.

Provide an initial response once we have carried out a basic review.

Complete a full investigation and provide a final response within a reasonable time. If we cannot do so, we will inform you of the reasons for any delay and give an updated timescale.

Possible Outcomes and Resolutions

Where a complaint is upheld, we will propose one or more of the following types of resolution, depending on the circumstances:

An explanation and, where appropriate, an apology.

Corrective action such as a complementary reclean of the affected area.

Changes to the cleaner assigned to your property, where appropriate.

Adjustments to how we schedule, supervise, or deliver your cleaning service.

Internal measures, such as additional staff training or process improvements, to reduce the risk of similar issues occurring again.

Escalating Your Complaint Internally

If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed by a more senior member of our management team. In your request, please set out:

Why you are unhappy with the original outcome.

What you believe has not been addressed or was handled incorrectly.

What outcome you are seeking.

The complaint will then be reassessed, and you will receive a further response once the review is complete.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with staff who need it to investigate and resolve your complaint or to improve our services. We handle personal information in line with applicable data protection requirements and retain complaint records only for as long as is necessary for legal, regulatory, and service quality purposes.

Learning from Complaints

We value complaints as an important source of feedback. We regularly review complaint trends to identify areas for improvement in our cleaning services, training, and customer communication. By following this Complaints Procedure, we aim not only to resolve individual issues but also to improve the overall quality and reliability of our services for all customers in our local service area.