Earls Court Cleaners Complaints Procedure
Earls Court Cleaners is committed to delivering reliable, consistent and professional cleaning services. We recognise that on occasion things may not go as expected, and when this happens we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we work towards a fair resolution for all parties.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and straightforward process for customers to report dissatisfaction with any aspect of our cleaning services or customer care. It is designed to ensure that all complaints are handled promptly, politely, and in a consistent manner. We value feedback and use it as an opportunity to learn, train our cleaning teams more effectively, and refine our processes across both domestic and commercial cleaning work.
What Is a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the standard of cleaning, our conduct on site, missed appointments, communication issues, or any other aspect of the service provided by Earls Court Cleaners. You do not need to use the word “complaint” for your concern to be treated as one. If you tell us you are unhappy and expect a response, we will treat it under this procedure.
How to Make a Complaint
You can make a complaint using whichever method is most convenient for you. You may raise concerns verbally with a member of our team or in writing. Providing as much detail as possible will help us investigate fully and resolve the matter quickly.
When making a complaint, please include where relevant your full name, details of the property or site, the date and approximate time of the cleaning visit or booking, a clear description of what went wrong, and any steps you have already taken to try to resolve the issue with our cleaners or office team. If you wish, you may also provide photographs or other evidence that illustrates the problem with the service.
When to Raise Your Complaint
We encourage customers to let us know about any concerns as soon as they arise, ideally on the same day as the cleaning service or within a reasonable timeframe. Prompt notification allows us to inspect the work if needed, speak to the cleaning team while the details are still fresh, and offer practical solutions such as a re-clean of the affected areas. Complaints raised much later can be harder to investigate in detail, but we will always do our best to review and respond.
Our Complaints Handling Stages
Stage 1: Initial review and acknowledgement. Once we receive your complaint, we will log it and arrange for it to be reviewed by a member of our management or customer care team. We will aim to acknowledge your complaint within a reasonable period of time. Where necessary, we may contact you for further information so that we fully understand your concerns.
Stage 2: Investigation. The person handling your complaint will investigate what happened. This may include speaking to the cleaning team, checking schedules and job notes, reviewing photographs or other evidence, and, where appropriate, arranging a site visit or follow-up inspection. We will look at your complaint fairly and objectively, and consider any relevant policies, health and safety practices, and agreed scope of work.
Stage 3: Response and outcome. After the investigation, we will provide you with a clear response setting out our findings, any explanation required, and the steps we propose to take. Where a complaint is upheld, we will seek to offer a reasonable remedy, which may include a re-clean of the affected areas, an adjustment to your booking, or other appropriate action depending on the circumstances.
Possible Resolutions
We aim to resolve complaints in a way that is both fair and practical. Depending on the nature of the issue, resolutions may include a return visit to correct cleaning tasks that were missed or not carried out to the expected standard, guidance or additional training provided to the cleaning operatives, changes to how we schedule or supervise work at your property, or other measures designed to prevent similar problems in the future. Each case will be reviewed individually and any remedy will take into account the specific details of your complaint.
Timescales for Handling Complaints
We aim to handle every complaint as quickly as possible, while still taking the time needed to investigate thoroughly. We will normally acknowledge your complaint promptly and work towards providing a detailed response within a reasonable time. Where a complaint is more complex or requires a site visit, we will keep you informed of our progress and let you know if we need more time to reach a conclusion.
Confidentiality and Data Protection
All complaints are treated confidentially. Information is shared only with those members of staff who need it in order to investigate and resolve your concerns. Any personal data you provide to us in connection with your complaint will be handled in line with our internal data protection policies and only used for the purpose of managing and improving our cleaning services.
Continuous Improvement
Complaints and customer feedback are an important part of how we maintain quality. We regularly review complaint records to identify recurring issues or trends that may indicate a need for additional staff training, changes to our cleaning checklists, or improvements to our booking and communication processes. By following this procedure, we aim not only to resolve individual issues but also to enhance the reliability and professionalism of our services for all customers.
Further Queries About This Procedure
If you have any questions about this Complaints Procedure or how it applies to your situation, you are welcome to contact our customer care team for clarification. We are committed to dealing with all concerns fairly, treating customers with respect, and delivering high standards of cleaning and customer service at all times.
