Complaints Procedure

Cleaner Watford Complaints Procedure

Cleaner Watford is committed to delivering reliable, high quality cleaning services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put things right quickly and learn from the experience. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we use feedback to improve our services across the local area.

Our Commitment to You

We take all complaints seriously, whether they relate to domestic cleaning, commercial cleaning, end of tenancy cleaning, or any other service we provide. Our aims are to:

Listen carefully to your concerns and treat you with respect at all times.

Acknowledge and respond to your complaint promptly.

Investigate what has happened in a fair and impartial way.

Offer clear explanations, apologise where appropriate, and take action to resolve issues.

Use what we learn from complaints to improve our cleaning services in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or the way we have handled a previous concern. This may include, for example:

Concerns about the quality or thoroughness of a clean.

Damage to property during a visit.

Missed appointments, lateness or poor timekeeping.

Unclear pricing, unexpected charges, or issues with invoices.

Unsatisfactory behaviour or attitude from any member of our team.

Problems with how an earlier complaint was handled.

If you are unsure whether your issue is a complaint or just a request for a change, please raise it with us. We will guide you on the best way to proceed.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or by speaking directly with a member of our office team. When making a complaint, it is helpful if you can provide:

Your full name.

The address or site where the cleaning service took place.

The date and approximate time of the visit or incident.

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

Any supporting information that may help us understand the issue, such as photographs, job references or previous messages.

We recommend raising your concerns as soon as possible after the event so that the details remain clear and we can investigate promptly.

Stage One: Initial Response

Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of staff, usually a supervisor or manager with responsibility for the type of cleaning you booked. We aim to:

Acknowledge your complaint within a reasonable timeframe.

Clarify any points we do not fully understand.

Explain how we will investigate the matter and when you should expect to hear from us again.

In some cases, we may be able to resolve your complaint immediately. For example, we might offer a re-clean, adjust the invoice, or provide a clear explanation that addresses your concerns on the spot. When this is not possible, we will move to a more detailed investigation.

Stage Two: Investigation and Outcome

During the investigation, we may:

Speak with the cleaners who attended your property or site.

Review schedules, reports, and any relevant notes from your booking.

Consider photographs, checklists, and any other evidence provided by you or our team.

Assess whether our service met our internal standards and any service agreement in place.

After the investigation is complete, we will contact you to explain:

What we found and how we reached our conclusions.

Whether your complaint has been upheld in full, in part, or not upheld.

Any actions we will take to put the situation right, which may include remedial cleaning work, staff training, changes to our procedures, or other fair and proportionate remedies.

We will also let you know what we have learned from your complaint and how we will use this learning to help prevent similar issues in the future.

Stage Three: Further Review

If you are not satisfied with the outcome of our investigation or the way your complaint was handled, you can request a further review. At this stage, a senior member of our management team who has not previously been involved will reassess your complaint and our response. They may:

Review all previous correspondence and evidence.

Ask for additional information from you or from our staff.

Consider whether the original decision was fair, consistent, and in line with our policies.

Following this review, we will provide you with a final response, setting out our decision and any additional actions we will take.

Timescales

We aim to handle complaints as quickly as we reasonably can. While timescales may vary depending on the complexity of the issue and the availability of relevant staff, our general approach is to:

Acknowledge complaints promptly.

Complete most investigations within a reasonable period.

Keep you informed if we need more time, explaining the reasons for any delay and when you can expect a full response.

Confidentiality and Fair Treatment

All complaints are handled in confidence. Information about your complaint will only be shared within our company on a need to know basis, to allow us to investigate and respond. We will treat you fairly, whether or not your complaint is upheld, and we will ensure that raising a concern does not affect any ongoing or future cleaning services you receive from us.

Using Complaints to Improve Our Services

Complaints and feedback help us to identify where our cleaning standards or communication might fall short of expectations. We regularly review the issues raised, look for recurring themes, and update our training and procedures where necessary. By doing this, we aim to continuously improve our services for customers across our operating area and maintain a high level of trust in Cleaner Watford.

Accessibility

If you have any specific communication needs or require assistance in making a complaint, please let us know when you contact us. We will always do our best to adapt our approach so you can raise your concerns in a way that is comfortable and accessible for you.