Complaints Procedure for Cleaners Kennington

Cleaners Kennington is committed to providing reliable and professional cleaning services for homes and businesses. 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 matters right.

Our Commitment to You

We aim to resolve all complaints fairly, promptly and transparently. Every concern raised is an opportunity for us to improve our cleaning standards, customer care and overall service to local clients.

All complaints are treated seriously and handled in a respectful, confidential and non-discriminatory manner.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, scheduling, communication or the way we have handled a previous issue. Examples include:

Poor cleaning quality or missed areas during a visit

Damage to property or items during cleaning

Unprofessional behaviour, lateness or non-attendance

Concerns about health and safety practices

Disagreement with how a previous complaint was handled

You do not need to use specific language or formal wording; if you are unhappy and tell us, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or by speaking to a member of our customer service team or management. When making a complaint, please provide the following information where possible:

Your full name and preferred contact method

The address or site where the service was provided

The date and approximate time of the cleaning visit

A clear description of what went wrong

Any supporting information, such as photos or notes

Providing as much detail as you can helps us investigate more quickly and respond more effectively.

Stage 1: Initial Resolution

Most issues can be resolved quickly at an early stage. Once we receive your complaint, we will:

Acknowledge receipt and confirm that we are looking into the matter

Check details with you if anything is unclear

Review the service record, staff reports and any relevant information

We aim to give you an initial response as soon as reasonably possible. Where appropriate, we will offer practical solutions such as:

Returning to re-clean specific areas

Arranging an additional visit

Providing guidance or additional training to staff

Agreeing changes to your regular cleaning schedule or specification

If we can resolve your complaint at this stage to your satisfaction, we will confirm the outcome and any agreed actions.

Stage 2: Formal Investigation

If you are not satisfied with the outcome at Stage 1, or if your complaint is complex, serious or involves potential damage or misconduct, it will proceed to a formal investigation. At this stage we will:

Assign a manager or senior member of staff to review the complaint independently

Gather statements from any cleaners or staff involved

Review any available records related to the booking and service

Assess whether service standards, policies or agreed instructions were followed

We will then provide you with a written response setting out:

What we have understood your complaint to be

The steps we took to investigate

Our findings and any contributing factors

Any remedies or corrective actions we propose

We aim to complete this stage within a reasonable timeframe, depending on the complexity of the complaint and the information required.

Possible Outcomes and Remedies

Where a complaint is upheld in full or in part, we will consider appropriate remedies. These may include one or more of the following:

Apology and explanation

Corrective action, such as re-cleaning or adjusting future visits

Internal changes to procedures or staff training

Review of your cleaning specification and expectations

Any other reasonable step to put things right where possible

We will explain clearly what we can and cannot do in each case and the reasons for our decision.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with staff members who need it to investigate and resolve the issue. We store complaint records securely and in line with our data protection obligations.

We may retain details of your complaint to help us monitor service quality, improve training and identify any recurring issues. Personal data will only be used for these purposes and to keep in touch with you about the progress of your complaint.

Fair Treatment and Non-Retaliation

Raising a complaint will not affect the standard of service you receive in the future. We do not tolerate any form of retaliation against clients who express concerns or dissatisfaction. Our focus is on learning from feedback and strengthening our service for everyone who uses our cleaners in the local area.

Continuous Improvement

We regularly review complaints and feedback to identify trends and areas for improvement. This may include updating checklists, refining cleaning methods, providing additional staff training, or adjusting scheduling and communication procedures.

By following this complaints procedure, Cleaners Kennington aims to ensure that every issue is addressed fairly and that our customers can rely on a consistent, high standard of cleaning service.