Cleaners Camden Complaints Procedure

Cleaners Camden is committed to delivering reliable, high quality cleaning services throughout the local area. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put things right quickly and improve our services for the future. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we use feedback to improve our work.

Our Commitment to You

We take every complaint seriously and treat all customers fairly and respectfully. Our aims are to make it easy for you to tell us if something has gone wrong, to respond promptly, and to provide a clear outcome. We will handle your information in confidence and only share details with team members who need to be involved in resolving the issue.

What Is a Complaint

A complaint is any expression of dissatisfaction about the cleaning services provided by Cleaners Camden, the conduct of our cleaners, or the way our office team has handled your enquiry or booking. This may include concerns about the quality of cleaning, punctuality, communication, behaviour of staff, or how we have implemented our policies.

We also welcome general feedback, comments and suggestions, even where you do not wish to make a formal complaint. All feedback is reviewed and helps us refine our cleaning processes, supervision and staff training across the local area we serve.

How to Make a Complaint

You can raise a complaint in writing or verbally. To help us investigate and resolve matters efficiently, please provide as much detail as possible, including the date of the service, the property location, the type of clean booked, and a clear description of your concerns. If relevant, you may also describe any impact the issue has had, such as inconvenience, additional costs or the need to reorganise appointments.

If your complaint relates to an ongoing or upcoming service, we encourage you to contact us as soon as possible so that we can attempt to resolve the situation quickly, ideally before the next scheduled visit.

Stage One: Initial Resolution

In the first instance, complaints will usually be handled by a member of our customer care or bookings team. They will listen to your concerns, ask any necessary questions, and aim to resolve the matter promptly. This may involve offering a reclean, adjusting the service, clarifying expectations, or providing an explanation of what happened and how it will be prevented in future.

We aim to acknowledge all complaints at this initial stage within a reasonable time period, and to provide a first response as quickly as possible, taking into account the nature and complexity of the issue.

Stage Two: Formal Investigation

If you feel that your complaint has not been resolved at the initial stage, or if the issue is more serious, you may request a formal investigation. At this point, a manager or senior member of the team will review your complaint, along with any notes, schedules, checklists or photographs that may be relevant to the service provided at your property.

During a formal investigation, we may contact you for further information or clarification. We may also speak with the cleaners or supervisors involved and review any previous communication or visit records related to your booking. Our aim is to reach a balanced and fair understanding of what has occurred and what would be a reasonable outcome.

When the investigation is complete, we will provide you with a clear written or verbal response setting out our findings, any actions we propose to take, and the reasons for our decision.

Stage Three: Escalation

If you remain dissatisfied after the formal investigation, you may request that your complaint be escalated for a further review by senior management. This review will consider how your complaint was handled, whether our procedures were followed, and whether the outcome remains appropriate in light of all available information.

At this stage, we will either confirm the original outcome or propose an alternative resolution. Once this review is complete, we will inform you of our final position and any steps that will be taken to address the issue or improve our services going forward.

Possible Outcomes and Remedies

Depending on the circumstances of the complaint, possible outcomes may include an apology, a reclean or corrective visit, changes to future cleaning schedules, staff retraining, or a partial or full adjustment of charges. Each complaint is considered individually, and any remedy will be based on the specific facts of the case and what we consider to be fair and reasonable.

Timeframes

We strive to handle all complaints efficiently and within reasonable timescales. Some matters can be resolved quickly, while others may require more in-depth investigation. If we anticipate that our review will take longer than usual, we will aim to keep you informed of progress and let you know when you can expect a more detailed response.

Confidentiality and Data Protection

All complaints are treated in confidence. Information is shared only with team members who need to be involved in investigating and resolving your concerns. We keep records of complaints and outcomes in line with our data protection obligations. These records help us monitor performance, identify patterns and implement improvements across the cleaning services we provide throughout our operating area.

Using Feedback to Improve Our Services

Complaints and feedback are a valuable source of information about how our services are experienced by customers. We regularly review complaint data to identify recurring issues, training needs and opportunities to improve standards. This may include updating cleaning checklists, revising communication processes, adjusting supervision, or enhancing quality control visits across properties we service.

Unreasonable or Vexatious Complaints

While we aim to treat all complaints seriously, we reserve the right to manage unreasonable, abusive or persistent complaints in line with our internal policies. This may include limiting the method or frequency of communication or, in extreme cases, declining to provide further services where the working relationship has broken down irretrievably.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. Updates may be made to reflect changes in our internal processes, industry standards or legal requirements. The most current version will apply to any complaints raised about our cleaning services.

We appreciate all customers who take the time to share concerns and experiences with us. Your feedback helps Cleaners Camden maintain and improve the level of service offered to homes and businesses throughout the area we serve.