Complaints Procedure for Cleaners Brixton Clients

This Complaints Procedure explains how customers of Cleaners Brixton can raise concerns about any aspect of our cleaning services, and how we handle, investigate, and resolve those concerns. Our aim is to deal with every complaint fairly, transparently, and as quickly as possible.

Our Commitment to Handling Complaints

Cleaners Brixton is committed to delivering reliable, high quality residential and commercial cleaning. We recognise that, on occasion, things may not go as expected. When that happens, we want to know about it so we can put matters right, learn from the experience, and improve our services across the local area we serve.

Every complaint is treated seriously. We will listen carefully, investigate thoroughly, and keep you informed throughout the process.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or how they are delivered, whether it relates to:

Service quality or standards of cleaning
Staff conduct, attitude, or behaviour
Missed, late, or shortened appointments
Damage to property or possessions
Health and safety concerns
Billing, charges, or payment issues
Communication or administration

We welcome feedback of all kinds. If you are unsure whether your issue counts as a complaint, please raise it with us and we will guide you.

How to Raise a Complaint

You can raise a complaint through any of the following methods:

In person to a member of our cleaning team or a supervisor during or immediately after a visit
In writing to our customer service team
By contacting our office and asking to speak to a manager

When making a complaint, please provide as much detail as you can, including:

Your full name and the address where the service took place
The date and approximate time of the service
A clear description of what went wrong
Names or descriptions of any staff involved, if known
Any photographs or evidence that might help us understand the issue
Your preferred outcome or how you would like us to resolve the matter

Timescales for Making a Complaint

We encourage you to raise complaints as soon as possible after the issue occurs, ideally within 7 days of the service. This allows us to investigate while the details are still clear, speak to the staff involved, and review any relevant records.

Complaints raised after a longer period will still be considered, but our ability to investigate thoroughly may be reduced.

How We Handle and Investigate Complaints

We follow a clear, step-by-step process when a complaint is received:

1. Acknowledgement: We will acknowledge your complaint promptly. Where possible, we aim to do this within 2 working days of receiving it.

2. Initial Review: A manager or supervisor will review your complaint, check our records, and decide whether any immediate action is required, for example arranging a return visit to address missed areas.

3. Investigation: The investigating manager may speak to the cleaners who attended your property, review job notes and schedules, and, where relevant, request further information from you to clarify the situation.

4. Outcome and Response: After completing the investigation, we will provide you with a clear response. This will usually include:

A summary of your complaint
What we have found from our investigation
Any action we have already taken
Our proposed resolution or remedy

5. Implementation of Remedies: If you accept our proposed resolution, we will carry it out as soon as reasonably possible and confirm once it has been completed.

Response Times

We aim to resolve most straightforward complaints within 7 working days. More complex matters, such as alleged damage to property or disputes about charges, may require longer. In these cases, we will keep you informed of the progress of our investigation and provide an estimated timescale for resolution.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, potential remedies may include:

A clear explanation and, where appropriate, an apology
A re-clean of specific areas or of the whole property
Adjustments to your bill or a partial refund
Changes to staff allocation or supervision
Additional training for members of our cleaning team
Improvements to our processes or communication

Any remedy will be proportionate to the issue and based on the evidence available.

If You Are Not Satisfied with the Outcome

If you are unhappy with the response to your complaint, you may ask for a review by a more senior member of our management team. To do this, please clearly state why you are dissatisfied with the initial outcome and what you believe would be a fair resolution.

The senior reviewer will reassess the complaint, consider any additional information you provide, and either uphold, vary, or overturn the original decision. We will then provide you with a final response.

Confidentiality and Data Protection

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

Using Complaints to Improve Our Services

Complaints are an important source of feedback for Cleaners Brixton. We review complaint patterns regularly to identify recurring issues, training needs, and opportunities to improve how we deliver cleaning services. Our goal is to use each complaint as a chance to better serve our customers in Brixton and the surrounding areas.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable regulations. The latest version will always apply to any new complaint raised with Cleaners Brixton.