Complaints Procedure for Cleaners Holland Park

Cleaners Holland Park is committed to providing reliable, high quality cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns about our services, how we will respond, and what you can expect at every stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for clients who are dissatisfied with any aspect of our cleaning services. We use all feedback, including complaints, to improve our standards, staff training and service delivery across our operating area.

This procedure applies to all domestic and commercial cleaning services delivered by Cleaners Holland Park, including one off, regular and end of tenancy cleaning appointments.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning work, our customer service, the conduct of a cleaner, or the way we have handled a previous concern or query.

We encourage you to raise any issues as soon as possible so that we can investigate promptly and, where appropriate, put things right without delay.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us keep accurate records of the issue and any actions taken. Please include the following information where possible so that we can investigate effectively:

The date and time of the cleaning appointment or incident you are complaining about.

The address where the service was carried out.

The name the booking was made under and any reference number you may have.

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

Any photographs or other evidence that help to show the problem.

Whether you have raised this issue with us before and, if so, what response you received.

If you wish, you may also tell us what outcome you are seeking, such as a re clean or partial refund, although we cannot guarantee that this will be the final resolution.

Time Limits for Raising Complaints

We ask that you notify us of any issues with the quality of cleaning within 24 hours of the service being completed. This timeframe allows us to assess the condition of the property while the work is still recent and, where necessary, arrange a prompt re visit.

Complaints raised after this period will still be considered, but it may be more difficult to investigate properly or to verify the circumstances, which can affect the outcome.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure it is dealt with fairly and consistently.

Initial acknowledgement. We will acknowledge your complaint and confirm that it has been received by our administration team. At this point we may ask for further information or clarification if anything is unclear.

Assessment and investigation. A member of our management team will review your account, booking history, and any notes from the cleaners or office staff. Where appropriate, we may speak directly with the cleaner or team who attended your property. If you have provided photographs or other evidence, this will be reviewed carefully.

Site visit if required. In some cases, we may propose a visit to the property so that we can see the issue in person. This helps us make an informed and fair decision, particularly for more complex or serious concerns.

Decision and response. After the investigation, we will explain our findings and confirm the outcome in clear terms. Where we uphold your complaint, we will also outline any corrective action or service recovery that we are offering.

Response Times

We aim to provide an initial response to your complaint within three working days of receiving all relevant information.

More complex complaints that require detailed investigation, site visits or staff interviews may take longer to resolve. In such cases, we will keep you informed of progress and provide updated timeframes where necessary.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the results of our investigation, we may offer one or more of the following remedies.

A free or discounted re clean of some or all of the affected areas.

A partial refund or account credit where appropriate.

Corrective action in relation to a staff member, such as additional training or supervision.

Changes to our internal processes or checklists to prevent similar issues occurring again.

If we do not uphold the complaint, we will explain our reasons and the evidence we have relied upon in reaching that decision.

Escalation of Your Complaint

If you are unhappy with the outcome of your complaint or how it has been handled, you may request that it be reviewed by a senior manager not previously involved in the case.

When requesting an escalation, please set out why you disagree with our initial decision and provide any additional information or evidence that you feel has not been considered. The reviewing manager will reassess the complaint, the investigation carried out and the original outcome, and will then issue a final response.

Confidentiality and Data Protection

All complaints are handled in confidence. Details will only be shared with staff members who need the information to investigate or respond to the issue. Information relating to your complaint will be stored securely and processed in line with our privacy and data protection obligations.

Continuous Improvement

We treat complaints as an opportunity to review and improve our services throughout the areas we serve. Outcomes and trends from complaints are periodically reviewed by management to identify recurring issues, training needs and potential changes to our operating procedures.

By following this complaints procedure, Cleaners Holland Park aims to resolve problems promptly, fairly and consistently, while maintaining a high standard of cleaning services for all clients.