Complaints Procedure for Cleaners Richmond Clients

Cleaners Richmond is committed to delivering reliable, high quality cleaning services and professional customer care. We recognise that, on occasion, clients may feel dissatisfied with an aspect of the service they have received. This complaints procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.

Purpose and Scope of This Procedure

This procedure covers complaints about our domestic and commercial cleaning services, customer service, conduct of our cleaning teams, and any issues related to bookings or payments. It applies to all clients who use Cleaners Richmond services within our operating area, including one-off, regular, and end of tenancy cleaning appointments.

We aim to resolve all complaints fairly, promptly, and in a way that is transparent to our clients. Feedback and complaints are an important part of how we monitor and improve our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you are seeking a response from us. Examples include, but are not limited to:

Service quality concerns, such as areas missed during cleaning or work not carried out as agreed. Behaviour or professionalism of cleaning staff attending your property. Issues with punctuality, access arrangements, or appointment management. Misunderstandings about pricing, scope of work, or terms of service. Concerns about how a previous query or complaint was handled.

If you are unsure whether your concern counts as a complaint, please raise it with us; we will guide you through the appropriate next steps.

How to Raise a Complaint

We encourage clients to raise any concerns as soon as possible after the service has taken place so that we can investigate effectively and, where appropriate, put things right.

You can make a complaint verbally or in writing. When you contact us, please include the following information to help us review your complaint efficiently:

Your full name and, if applicable, the name of the business or organisation. The service address and the date and approximate time of the cleaning appointment. A clear description of what went wrong, including the specific areas or tasks you are unhappy with. Any relevant photos or evidence that illustrate the issue, particularly for cleaning quality concerns. Details of how you would like us to resolve the matter, if you have a preferred outcome.

Providing clear and accurate information allows us to investigate your complaint thoroughly and respond without unnecessary delay.

Initial Response and Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. Where possible, straightforward matters may be resolved at this early stage by our customer care team.

If your complaint requires a more detailed review, we will inform you that the issue is under investigation and provide an estimated timescale for our full response.

Investigation of Your Complaint

Complaints are reviewed by an appropriate member of our management team who was not directly involved in the matter being complained about wherever possible. Our investigation may include:

Reviewing your account details, booking records, and any communication relating to the service. Speaking with the cleaning operatives who attended your property or the staff involved in the booking. Considering any photographs or other evidence supplied. Assessing whether our policies, procedures, and service standards were followed correctly.

We aim to complete our investigation and provide a full response within a reasonable timeframe. If the issue is more complex and we need additional time, we will keep you informed of our progress.

Outcomes and Resolution

After investigating your complaint, we will provide a clear and considered response. This may include:

An explanation of what happened and whether we believe our service fell below our usual standards. An apology where we identify that we have not met our commitments. Details of any corrective action we will take, such as arranging a re-clean of specific areas, adjusting future service instructions, or providing staff training. Information about any goodwill gesture or partial refund, where appropriate and at our discretion.

Our aim is always to resolve matters fairly and proportionately, taking into account the nature of the complaint and the impact on you as a client.

If You Remain Dissatisfied

If you do not agree with the outcome or feel that your complaint has not been handled fairly, you may request a further review. Your request should explain why you are dissatisfied with the response and provide any additional information you believe is relevant.

A more senior member of the team will then re-examine the complaint, our previous investigation, and the proposed resolution. We will provide a final response after this review, setting out our position and the reasons for our decision.

Time Limits for Raising Complaints

To enable us to investigate effectively, we ask that service-related complaints are raised within a reasonable time of the cleaning appointment, ideally within 48 hours of the service taking place. This allows us to verify the condition of the property, speak to the staff while the visit is still fresh in their minds, and take meaningful corrective action where necessary.

We will consider complaints raised later than this on a case-by-case basis, but our ability to investigate and resolve issues may be more limited.

Confidentiality and Data Protection

All complaints are handled confidentially and in line with applicable data protection requirements. Information you provide will only be shared with those within Cleaners Richmond who need it to investigate and resolve your complaint, or where we are required to share it by law.

We retain records of complaints and outcomes for an appropriate period so that we can monitor trends, improve our services, and demonstrate how we have handled concerns.

Using Feedback to Improve Our Services

Complaints and constructive feedback help us to identify areas where our cleaning services, systems, or training can be improved. We regularly review complaint trends to refine our procedures, enhance staff development, and maintain the standards that clients across the Richmond area expect from Cleaners Richmond.

By following this complaints procedure, we aim to ensure that every concern is treated seriously, handled professionally, and used as an opportunity to improve the service we provide.