Complaints Procedure for Cleaner Hounslow Clients

Cleaner Hounslow is committed to delivering reliable and consistent cleaning services. 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 what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and accessible route for clients to report dissatisfaction with any aspect of our cleaning services. It helps us to resolve issues as quickly as possible and use feedback to improve the way we work across our service area.

This procedure applies to all domestic and commercial clients who use Cleaner Hounslow services, whether for one-off bookings or regular cleaning arrangements.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of work, conduct of our staff or subcontractors, administration of bookings, or any aspect of the service you receive from Cleaner Hounslow.

Examples may include, but are not limited to:

• The cleaning service not meeting agreed standards
• Missed or late appointments without adequate notice
• Concerns about behaviour, attitude or professionalism
• Issues with how bookings, payments, or changes were managed
• Health and safety concerns relating to our work on your premises

We encourage you to raise concerns as early as possible, so that we have the best chance to resolve them promptly.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. When doing so, please provide as much detail as possible, including:

• Your full name
• The address or site where the cleaning took place
• The date and time of the service
• The nature of your complaint and what you believe went wrong
• Any relevant supporting information, such as photographs or job details
• The outcome you are seeking, where applicable

Where a complaint is made on behalf of another person or business, we may ask for confirmation that you are authorised to act on their behalf.

Time Limits for Raising Complaints

To allow us to investigate effectively, we ask that you raise your complaint as soon as possible after the event, and ideally within 7 days of the service taking place. Complaints raised after a longer period may be more difficult to investigate fully, although we will always review the information you are able to provide.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and conduct an initial review. We will acknowledge receipt, normally within 3 working days. If your concern can be resolved quickly, for example through a simple clarification or a minor adjustment, we may propose an immediate resolution at this stage.

Stage 2: Detailed Investigation

If the issue cannot be resolved at Stage 1, it will be passed to a senior member of staff for further investigation. This may include:

• Reviewing job records and schedules
• Speaking with the cleaning operative or team involved
• Considering any photographs or evidence you have provided
• Reviewing our policies and any relevant risk assessments

We aim to complete our investigation and respond with our findings within 10 working days of acknowledging your complaint. If the matter is complex and more time is needed, we will let you know and provide an updated timescale.

Stage 3: Outcome and Resolution

Once our investigation is complete, we will explain:

• What we have found
• Whether your complaint is upheld in full, upheld in part, or not upheld
• Any steps we have taken or will take to put things right
• Any changes we will make to our procedures or training as a result

Where a complaint is upheld, possible resolutions may include, where appropriate:

• A return visit or re-clean of the affected areas
• An adjustment or refund relating to the service provided
• An apology and explanation of corrective actions taken
• Review of staff performance and additional training

If You Remain Dissatisfied

If you are not satisfied with the outcome at Stage 3, you may request that the decision is reviewed by a more senior representative of Cleaner Hounslow, who was not directly involved in the original investigation.

In doing so, please explain why you are unhappy with the decision and what further outcome you are seeking. We will consider any new information provided and respond with a final decision, normally within 10 working days of your request for a review.

Confidentiality and Data Protection

All complaints are handled with discretion. Information is shared only with staff who need it to investigate and respond to the issues raised or to improve our services. We handle personal data in line with our data protection responsibilities and retain complaint records only for as long as necessary for legal, regulatory and internal reporting purposes.

Our Commitment to Fairness

Cleaner Hounslow is committed to handling every complaint fairly and without discrimination. Raising a complaint will not affect your ability to book or receive services from us in the future. We expect all parties to communicate respectfully throughout the process, and we do not tolerate abusive or threatening behaviour towards our staff.

Using Feedback to Improve Our Services

Complaints and feedback play a vital role in helping us maintain and improve cleaning standards across the areas we serve. We regularly review complaint patterns and outcomes to identify training needs, refine our processes, and enhance the reliability and quality of our cleaning services.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or best practice. The most current version will always apply to new complaints raised with Cleaner Hounslow.

If you have any questions about this procedure or are unsure how to raise a concern, please contact us and we will guide you through the process.