Complaints Procedure for Cleaners Kingston upon Thames Clients

This Complaints Procedure explains how customers of Cleaners Kingston upon Thames can raise concerns about our cleaning services and how we will respond. Our aim is to resolve issues fairly, promptly, and transparently, while continuously improving the quality of our work across Kingston upon Thames and nearby areas.

Our Commitment to Handling Complaints

We take all complaints seriously, whether they relate to the standard of cleaning, conduct of staff, communication, or any other aspect of the service. Every complaint is logged, investigated, and reviewed, and we use the outcome to improve our processes and training.

We encourage customers to raise concerns as early as possible so that we can put things right quickly and minimise any disruption to your home or business.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way in which they have been delivered, where a response or resolution is expected. This may include, but is not limited to:

Issues with the quality or completeness of cleaning tasks.

Concerns about punctuality, behaviour, or professionalism of cleaning staff.

Disputes about bookings, schedules, or access arrangements.

Concerns about charges, invoicing, or payment queries linked to the service provided.

Concerns about how personal information has been handled.

If you are unsure whether your concern counts as a complaint, you may still raise it and we will confirm how it will be handled.

How to Make a Complaint

You can make a complaint in writing via our usual contact channels, or verbally to a member of our team. We recommend that, where possible, complaints are made in writing so that we have a clear record of your concerns and can respond in detail.

When making a complaint, please provide the following information to help us investigate efficiently:

Your name and, where applicable, the name of the business or organisation.

The address where the cleaning service was carried out.

The date and approximate time of the service and, if known, the name of the cleaner or team.

A clear description of the issue, including what went wrong and how it has affected you.

Any photos or other relevant information that may help us understand the problem.

What outcome or resolution you feel would be fair in the circumstances.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and assign it to a member of our management team. We aim to acknowledge all complaints within a reasonable time frame, confirming that we have received your message and outlining the next steps.

Where necessary, we may contact you to clarify details or request further information to ensure we fully understand your concerns. At this stage, we will also advise who is handling your complaint and when you can expect an initial response.

Stage Two: Investigation and Response

The assigned manager will review your complaint in detail. This may include:

Speaking with the cleaning team or staff members involved.

Reviewing schedules, job notes, and any relevant internal records.

Considering any photographs or evidence you have provided.

Assessing whether our work met our internal standards and agreed scope of service.

After the investigation, we will provide you with a written response. This will explain our findings, any factors that have contributed to the issue, and any corrective actions we propose to take. Where appropriate, this may include:

Organising a re-clean of specified areas.

Offering a partial or full adjustment to the service charge, where justified.

Updating our procedures, training, or supervision arrangements.

Clarifying our terms of service or future expectations to prevent recurrence.

Stage Three: Further Review

If you are not satisfied with the outcome at Stage Two, you may request a further review. In this case, your complaint and our initial response will be considered by a more senior member of our management team who has not been directly involved in the matter.

The reviewer will reassess the information, may contact you for additional clarification, and will provide a final response. This will confirm whether our original decision is upheld or varied, and will set out any additional steps we will take.

Timeframes for Handling Complaints

We aim to resolve most complaints as quickly as possible, often within a short period. More complex issues may require additional time for investigation. If we need more time than initially indicated, we will keep you informed and provide updates on progress.

All complaints are handled within a reasonable and proportionate time frame, taking into account the nature and complexity of the matter.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and resolve the issue. We will handle your personal data in line with applicable data protection principles and only keep records for as long as necessary for legal, regulatory, and quality assurance purposes.

Unreasonable or Abusive Behaviour

We understand that complaints can arise from frustrating situations. Our team will always treat you with courtesy and respect, and we ask that you do the same. If a customer behaves in a threatening, abusive, or harassing manner, we may restrict the ways in which we communicate or, in serious cases, may decide to end our service relationship.

Using Feedback to Improve Our Service

We treat every complaint as an opportunity to improve the cleaning services we provide across Kingston upon Thames and surrounding areas. Trends and recurring issues are reviewed regularly so that we can strengthen training, supervision, and quality control. Your feedback helps us maintain consistent standards and provide a reliable, professional service to all clients.

If you have any concerns about our cleaning services, please use this Complaints Procedure to let us know so we can work with you to find a fair and practical resolution.