Complaints Procedure

Cleaner Balham Complaints Procedure

Cleaner Balham is committed to providing reliable and professional cleaning services across our service area. We understand that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern with us, what we will do to put things right, and the standards you can expect throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair route to express dissatisfaction about any aspect of our cleaning services. It is designed to ensure that issues are handled promptly, consistently, and transparently, and that lessons are learned to improve our work.

This procedure applies to all domestic and commercial cleaning services provided by Cleaner Balham within our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether reasonable or not, that requires a response. This may include, for example:

Concerns about the quality or standard of cleaning carried out at your property.

Issues relating to punctuality, conduct, or professionalism of cleaning staff.

Problems with how a booking, amendment, or cancellation was handled.

Concerns about health and safety, care of property, or respect for your home or business premises.

Issues related to how we have communicated with you or responded to previous enquiries.

General feedback or minor service adjustments that can be resolved informally may not need to follow all the stages below, but you are always free to request that your concern is treated as a formal complaint.

How to Make a Complaint

You may raise a complaint in writing or verbally. We encourage you to provide as much information as possible, including:

Your full name and the address where the cleaning took place.

The date and approximate time of the service concerned.

A clear description of what went wrong and how it has affected you.

Any relevant photographs or notes that help explain the issue.

What you would consider to be a fair resolution, if you have a preference.

Complaints should be raised as soon as possible after the service, ideally within a reasonable period so that we can investigate effectively.

Stage One: Initial Resolution

In the first instance, your complaint will usually be handled by our customer support team or the team member responsible for coordinating your booking. Their aim is to understand the issue and resolve it quickly and informally wherever possible.

We will acknowledge your complaint and may ask for further details if necessary. At this stage, we may:

Offer a repeat clean of the affected areas where appropriate.

Arrange for a supervisor to visit and assess the work carried out.

Propose a partial credit or adjustment, depending on the circumstances.

Clarify our service terms if there is any misunderstanding about the agreed work.

If you are satisfied with the outcome, your complaint will be closed at this stage. If you are not satisfied, you may request that your complaint is escalated.

Stage Two: Formal Investigation

Where an issue cannot be resolved at the initial stage, your complaint will be treated as a formal complaint and reviewed by a manager. The manager will conduct a more detailed investigation, which may include:

Reviewing your booking details, notes, and any relevant photographs.

Speaking with the cleaning operatives involved and any supervisors who attended.

Assessing whether our staff followed the agreed instructions and safety procedures.

Considering any previous history or recurring issues at the same property.

We will aim to provide a written or recorded verbal response within a reasonable timeframe, explaining:

Our understanding of your complaint.

The steps taken to investigate the matter.

Our findings and whether we uphold your complaint in full or in part.

Any remedies or corrective actions we propose.

We will also explain how we plan to prevent similar issues from occurring in the future where applicable.

Possible Outcomes and Remedies

Depending on the circumstances, potential remedies may include:

Re-cleaning of specific areas or a repeat service, at no additional cost.

A goodwill gesture or partial credit toward a future cleaning service.

Changes to your booking arrangements or assigned staff for future visits.

Service improvements such as additional staff training or updated procedures.

The remedy offered will take into account the extent of any shortfall in our service, any inconvenience caused, and the reasonable expectations of both parties.

Timeframes and Communication

We aim to acknowledge all complaints promptly. Straightforward issues are usually addressed quickly at the initial stage. More complex matters that require further investigation may take longer, but we will keep you informed of progress and expected timescales.

If there is any delay in reaching a conclusion, we will let you know the reason and provide an updated timeframe whenever possible.

Confidentiality and Data Protection

All complaints will be handled with sensitivity and in line with our obligations regarding confidentiality and data protection. Information will only be shared internally with those who need it to investigate and resolve the matter, or where we are legally required to disclose it.

Unreasonable or Vexatious Complaints

We are committed to treating all customers fairly and respectfully, and we expect the same in return. In rare cases where a complaint is considered unreasonable, malicious, or abusive, or where a customer repeatedly raises the same issue without new evidence, we may decide to limit or end communication. Any such decision will be taken carefully and only after efforts have been made to reach a constructive outcome.

Using Feedback to Improve Our Services

Every complaint is an opportunity for Cleaner Balham to review and improve the way we deliver our cleaning services. We regularly review complaints data to identify trends, training needs, and areas where we can enhance our standards for homes and businesses in our service area.

By following this procedure, we aim to ensure that your concerns are heard, addressed fairly, and used to make our service better for all customers.