Complaints Procedure for Cleaners Queen's Park Customers

This Complaints Procedure explains how customers of Cleaners Queen's Park can raise concerns about any aspect of our cleaning services. Our aim is to resolve issues quickly, fairly, and transparently, and to use feedback to continually improve the quality and reliability of our work.

Our Commitment to Handling Complaints

We recognise that on rare occasions our service may not meet your expectations. When this happens, we want to hear from you. We are committed to treating every complaint seriously and respectfully, investigating it thoroughly, and providing a clear and timely response.

Your complaint will always be handled confidentially and without discrimination. We will never reduce or withdraw services simply because you have raised a concern in good faith.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, the way we have carried out our work, or the way we have communicated with you, where you would like a response or resolution.

Examples include concerns about the quality or standard of cleaning, missed or late appointments, conduct or behaviour of cleaners, damage or suspected damage to property, health and safety issues, or administrative issues such as booking errors or incorrect information.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. Please include as much detail as possible, such as your full name, the property address where the cleaning took place, the date and time of the service, a clear description of what went wrong, and what outcome you are seeking.

You may raise a complaint verbally during or after a visit, or in writing. If you raise a concern directly with a cleaner on site, they will record and pass it on to our office or management team for review.

Stage One: Informal Resolution

We encourage customers to raise concerns as soon as possible so we have an opportunity to put things right quickly. Many issues can be resolved informally at this stage through a conversation with our office or a supervisor, and we will always try to agree a practical solution, such as a re-clean, adjustment to future visits, or other suitable remedy.

At this stage we aim to respond promptly, usually within a few working days, depending on the nature of the issue. If you are satisfied with the outcome, the complaint will be recorded as resolved.

Stage Two: Formal Complaint

If you are not satisfied with the informal response, or if the issue is more serious, you can ask for it to be treated as a formal complaint. When a complaint becomes formal, we will acknowledge receipt and explain the next steps in the process.

A manager or appointed member of our team will investigate your concerns. This may include speaking with cleaners who attended the property, reviewing job notes, and considering photographs or other information you provide. We will keep you informed of the progress where appropriate.

Timeframes for Responses

We aim to acknowledge formal complaints promptly. A full response will usually be provided within a reasonable timeframe, taking into account the complexity of the matter and the availability of relevant information. If we need more time to investigate, we will let you know and explain why.

Our response will set out what we have found, any actions we have taken or propose to take, and the reasons for our decisions. Where we find that we have fallen short of our standards, we will apologise and work with you to agree a suitable remedy.

Possible Outcomes and Remedies

Depending on the circumstances, possible outcomes may include a re-clean of specific areas, changes to how future visits are carried out, additional training or guidance for staff, adjustments to service schedules, or financial remedies where appropriate and proportionate.

Every complaint is considered on its own facts and merits. Our priority is to achieve a fair and practical resolution while maintaining a safe, consistent, and high quality cleaning service.

Escalation if You Remain Dissatisfied

If you are not satisfied with the outcome of a formal complaint, you may ask for a further review. Another senior member of our team, who has not been directly involved in the initial investigation, will reassess the information and any new details you wish to provide.

After this review, we will confirm our final position. We will clearly explain the reasoning behind our decision and any further steps we are able to take.

Recording and Using Complaints to Improve

All complaints, whether informal or formal, are logged so that we can identify patterns, recurring issues, or areas where our service can be improved. We regularly review this information to refine our cleaning processes, staff training, supervision, and quality checks across the areas we serve.

Feedback from complaints helps us strengthen reliability, consistency, and customer care, and is treated as an important tool for ongoing improvement, not as an inconvenience.

Confidentiality and Data Protection

Information you provide in connection with a complaint will be handled sensitively and stored securely. It will only be shared internally where necessary to investigate and resolve the issue or to improve our services. We will only retain your information for as long as is necessary for these purposes and in line with applicable data protection requirements.

Reasonable Behaviour

We understand that complaints are often made when customers feel disappointed or frustrated. Our team will always treat you with respect and courtesy, and we ask that you do the same. We may take steps to protect our staff if behaviour becomes abusive, threatening, or unreasonable, while still aiming to address any legitimate concerns you have about our cleaning services.

This Complaints Procedure is intended to ensure that all customers of Cleaners Queen's Park know how to raise issues and what to expect from us when they do. We review this procedure periodically to make sure it remains clear, fair, and effective.