Roehampton Cleaners Complaints Procedure
Roehampton Cleaners is committed to delivering reliable, high quality cleaning services to all customers. We understand 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 take to resolve issues fairly and efficiently.
Purpose of This Complaints Procedure
The purpose of this complaints procedure is to provide a clear, straightforward process that enables customers to tell us when something has gone wrong. It also ensures that we can learn from any problems and continuously improve our domestic and commercial cleaning services.
This procedure applies to all customers who use our cleaning services, including regular domestic cleaning, deep cleaning, end of tenancy and move out cleans, office cleaning, and one-off appointments.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or our customer care, where a response is expected or required. Examples include, but are not limited to:
Cleaning standards not meeting what was agreed or reasonably expected. Damage to property allegedly caused during a clean. Missed or late appointments. Behaviour or attitude of a member of staff. Issues with booking, scheduling, access, or billing. Poor communication or lack of follow-up.
We encourage you to raise any concern as soon as possible so that we can address it promptly and minimise any inconvenience to you.
How to Make a Complaint
You can raise a complaint using any written method that is convenient for you. Please provide as much detail as you can, including:
Your full name and the property or site where the service took place. The date and time of the service and the type of clean you booked. A clear description of what went wrong or did not meet your expectations. Any relevant supporting information, such as photos, notes, or dates of previous conversations.
For urgent issues, such as immediate concerns about access or safety, please contact us as soon as you become aware of the problem so that we can take timely action.
Information We May Request
To investigate your complaint thoroughly, we may need to ask some follow-up questions. These can include:
Clarification of specific rooms, items, or areas affected. Confirmation of agreed instructions or special requirements given at the time of booking. Details of any discussions with our cleaners on site. Copies of invoices or confirmation messages, if relevant.
Providing clear and accurate information helps us understand what happened and decide how best to put things right.
Our Complaint Handling Stages
We aim to handle all complaints in a consistent, transparent, and timely manner. Our process normally follows these stages.
Stage 1: Acknowledgement
We will acknowledge your complaint within a reasonable time frame. At this stage we will confirm that we have received your complaint and explain what will happen next. If we need more information before starting our investigation, we will let you know.
Stage 2: Investigation
A manager or appropriate senior member of staff will review your complaint, along with any notes from the cleaning team, booking records, and other relevant information. Where appropriate, we may:
Speak with the cleaners who attended the property. Review time records, checklists, and job notes. Examine any photos or evidence you have supplied. Consider any previous bookings or communications relating to your account.
We aim to complete this investigation within a reasonable time, depending on the complexity of the matter and the availability of staff and information.
Stage 3: Response and Outcome
Once we have completed our investigation, we will provide a clear response setting out:
Our understanding of your complaint. The findings of our investigation. Whether we uphold, partially uphold, or do not uphold the complaint. Any actions we will take to resolve the matter.
Where a complaint is upheld, possible outcomes may include, where appropriate:
Arranging a re-clean of affected areas. Offering a partial or full adjustment to the invoice, where justified. Providing guidance or further training to staff. Amending our processes or checklists to prevent recurrence.
We will always aim to reach an outcome that is fair, proportionate, and in line with the facts of the case.
If You Are Not Satisfied With the Outcome
If you remain unhappy after our initial response, you may ask for your complaint to be reviewed again. In that case, a different manager or senior representative will reassess the details, the investigation, and the decision already taken. They may contact you for more information if needed.
Following this review, we will provide a final response explaining our position and any further steps we will or will not take. This internal review is usually the final stage of our complaints procedure.
Fairness, Confidentiality, and Respect
All complaints are handled with respect, discretion, and in accordance with applicable law. We are committed to:
Treating all customers fairly and without discrimination. Keeping personal information secure and only using it for the purposes of managing the complaint and delivering our services. Ensuring staff are treated fairly and given the opportunity to share their account of events. Using complaints as an opportunity to improve our cleaning services and customer experience.
Using Complaints to Improve Our Services
We review complaints on a regular basis to identify any patterns or recurring issues. This helps us to:
Refine our cleaning checklists and quality checks. Update staff training and supervision. Improve communication with customers before, during, and after visits. Adjust our procedures to better meet customer needs.
By following this complaints procedure, Roehampton Cleaners aims to resolve concerns quickly and constructively and to maintain a high standard of service across all the homes and business premises we look after.
