Chiswick Cleaners Complaints Procedure

Chiswick Cleaners is committed to providing reliable and professional cleaning services for homes and businesses. We aim to deliver high standards on every visit, but we recognise that occasionally things can go wrong. This Complaints Procedure explains how you can raise a concern about our services and how we will respond and work to resolve the issue fairly and promptly.

Scope of this Complaints Procedure

This procedure covers complaints relating to any cleaning service provided by Chiswick Cleaners, including regular domestic cleaning, end of tenancy cleaning, office and commercial cleaning, deep cleaning, and specialist cleaning tasks. It applies to existing and former clients who wish to express dissatisfaction with our work, our staff, or our service standards.

Our Complaints Principles

When you make a complaint to Chiswick Cleaners, we will handle it in line with the following principles:

We will treat your complaint seriously and with respect at all times.

We will aim to resolve issues at the earliest possible stage.

We will be fair, transparent and consistent in our approach.

We will keep you informed of progress and explain our decisions.

We will use feedback to improve our cleaning services and staff training.

How to Make a Complaint

If you are unhappy with any aspect of our cleaning service, please tell us as soon as possible so that we can put things right. In many cases, issues can be resolved quickly and informally.

You can raise a complaint verbally with a member of our team, or you can submit your concerns in writing. When describing your complaint, please include:

The date and approximate time of the service.

The address or premises where the work took place.

Details of the cleaning team if known.

A clear description of the problem, including any areas or items you feel were missed, damaged, or not addressed as agreed.

Any supporting information, such as photographs, that will help us understand the issue.

Time Limits for Raising a Complaint

For most cleaning visits, we ask that you contact us within 48 hours of the service. This time frame allows us to investigate while the circumstances are still recent and, where appropriate, to revisit the property and assess the work carried out.

We understand that some issues may not be immediately apparent. Where this is the case, please contact us as soon as you become aware of the problem. We will consider complaints raised outside the usual time limit where there is a reasonable explanation for the delay.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it and begin our initial review. At this stage, we may:

Check our cleaning records, booking details and agreed service specification.

Speak to the cleaners who attended your property or premises.

Ask you for further information or clarification, if needed.

Where appropriate and practical, we may offer to revisit the property to inspect the areas of concern. Our goal at Stage One is to resolve your complaint as quickly as possible, often within a few working days, depending on its complexity.

Stage Two: Investigation and Resolution

If your complaint cannot be resolved immediately, or if you remain dissatisfied with the Stage One response, your complaint will move to a more detailed investigation. At this stage, a manager or senior member of staff will review all relevant information and consider:

Whether the service delivered met our agreed standards and the service description.

Any mitigating factors, such as access issues, health and safety constraints or limitations explained prior to the service.

Whether there were any failures in communication or service delivery.

Following this investigation, we will provide you with a clear outcome. Possible outcomes may include:

A repeat clean or additional cleaning work at no extra charge, where appropriate.

A partial or full refund, depending on the circumstances and the extent of any service failure.

Feedback or retraining for team members involved in your service.

An explanation where we find that the service was delivered in line with the agreed scope and our terms.

Timescales for Handling Complaints

We aim to resolve most complaints at Stage One within five working days. If a more detailed investigation is required at Stage Two, this may take longer. In such cases, we will keep you informed of progress and provide an estimated timeframe for a full response. Where delays are unavoidable, we will let you know and explain the reason.

If You Are Still Unhappy

If, after receiving our final response, you feel that your complaint has not been handled fairly or that important information has been overlooked, you may ask for a further review by a senior member of management. This review will focus on whether our procedure was followed correctly and whether the outcome remains reasonable in light of all available information.

Complaints Involving Staff Conduct

Complaints that involve the conduct or behaviour of individual cleaners or members of staff will be treated sensitively and confidentially. We will not share internal disciplinary outcomes, but we will confirm the steps we have taken to address your concerns and to prevent similar issues arising in future.

Using Feedback to Improve Our Service

Every complaint is an opportunity for Chiswick Cleaners to improve the quality of our domestic and commercial cleaning services. We regularly review complaints data to identify patterns, training needs and process improvements. This helps us maintain consistent standards across our team and deliver a more reliable service for clients in our service area.

Confidentiality and Data Protection

All complaints are handled in line with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting our legal obligations. We will keep complaint records securely and retain them only for as long as is reasonably necessary.

Changes to this Complaints Procedure

Chiswick Cleaners may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. Any updated version will apply to all complaints raised after the date of publication.