Complaints Procedure

Complaints Procedure for Cleaners Westminster Clients

Cleaners Westminster is committed to providing reliable and professional cleaning services. We aim to resolve any concerns quickly, fairly, and transparently. This complaints procedure explains how you can raise an issue with us, what you can expect from our response, and how we will work towards a satisfactory resolution.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear, consistent way to report concerns about any aspect of our cleaning services. It covers regular domestic cleaning, end of tenancy cleaning, one-off deep cleans, office cleaning and any other services carried out under our name within our normal service area.

We use all complaints and feedback to improve our training, supervision, and quality control, and to make sure future services meet or exceed customer expectations.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, timekeeping, communication, or the way a previous complaint was handled, where a customer is seeking a response or resolution from us.

Examples of complaints include, but are not limited to:

Missed or incomplete cleaning tasks where these were agreed in advance.

Concerns about the attitude, behaviour or professionalism of a cleaner or supervisor.

Damage to property allegedly caused during the provision of cleaning services.

Repeated lateness or missed appointments without adequate notice.

Disagreement about charges or services delivered compared to what was arranged.

If you are unsure whether your concern counts as a complaint or general feedback, please raise it with us; we will record and treat it appropriately.

How to Make a Complaint

You may raise a complaint in any of the following ways:

Verbally, to a supervisor or member of our management team.

In writing, setting out the details of your concern and the outcome you are seeking.

Through any existing communication channel you already use with us, such as our booking or customer contact system.

When making a complaint, please provide as much information as possible, including:

Your full name and the address where the cleaning took place.

The date and approximate time of the service.

A clear description of the issue and how it affected you.

Details of any previous steps taken to resolve the matter.

Any photographs or supporting information, where relevant.

Time Limits for Raising a Complaint

To help us investigate fairly and accurately, customers are encouraged to submit complaints as soon as possible after the issue occurs. In most cases, this means within 48 hours of the cleaning service. Complaints raised outside this period may be more difficult to verify, but we will always review them and respond where reasonable.

Our Complaints Handling Stages

We follow a clear, staged approach to handling complaints, designed to resolve issues at the earliest opportunity while allowing for escalation where needed.

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it and record all relevant details. An initial review will normally be carried out by a supervisor or member of our office team. They may contact you to clarify the circumstances, request further information, or arrange to inspect the property where appropriate.

We aim to provide an initial response within a reasonable period, usually within a few working days, depending on the complexity of the matter.

Stage 2: Investigation and Proposed Resolution

Following the initial review, we will investigate the complaint in more detail. This may include speaking to the cleaners involved, reviewing schedules, examining any photos or evidence you have provided, and comparing the service delivered against the agreed specification.

After the investigation, we will explain our findings and, where the complaint is upheld in full or in part, we will propose a resolution. Possible outcomes may include:

Offering a re-clean of the affected areas.

Providing a discount or partial refund, where appropriate.

Changing the staff assigned to your property.

Updating internal training or supervision procedures.

We will always explain our reasoning and how we reached our decision.

Stage 3: Escalation and Further Review

If you are not satisfied with the outcome at Stage 2, you may request that the complaint be escalated for further review by a more senior member of our management team. When asking for escalation, please set out why you remain dissatisfied and what additional outcome you are seeking.

The senior reviewer will re-examine the complaint, the investigation steps taken, and the proposed resolution. They may contact you directly for further clarification. Following this review, a final decision will be issued.

Fairness, Confidentiality and Respect

All complaints are handled confidentially and with respect for all parties involved. We expect our staff and customers to communicate courteously and constructively throughout the process. We do not tolerate abusive, threatening or discriminatory behaviour towards our team, and we also expect our staff to uphold the same standards when dealing with customers.

Recording and Using Complaint Data

We keep records of all complaints we receive, including the nature of the issue, the outcome, and any actions taken. This information is used to:

Monitor service quality across our local cleaning teams.

Identify recurring issues and areas for improvement.

Inform staff training, supervision and performance reviews.

Improve our cleaning processes, equipment and products where necessary.

By analysing complaints in this way, we aim to reduce the likelihood of similar issues arising in future, and to maintain high standards across our service area.

Complaints About Health, Safety or Damage

Where a complaint involves alleged damage to property, personal injury, or a potential health and safety concern, we treat it as a priority. In such cases, we may need additional time to carry out a thorough investigation, including gathering statements, reviewing risk assessments, and, if necessary, consulting with insurers.

We will keep you informed of the steps we are taking and aim to reach a fair resolution as quickly as circumstances allow.

Ending or Changing Services Following a Complaint

In some situations, a complaint may result in changes to how we deliver services, such as altering visit times, assigning different cleaners, or adjusting the tasks carried out. In rare cases where the relationship has broken down, either party may decide to end ongoing services in line with any applicable notice periods in the service agreement.

We will always seek to agree any changes with you in advance and confirm them clearly.

Continuous Improvement and Customer Feedback

Even when an issue has been resolved, we welcome further feedback on how we handled your complaint and what we could do better. Cleaners Westminster aims to provide a responsive and trustworthy service for homes and businesses in the local area, and your comments play an important role in helping us achieve that goal.