Complaints Procedure for Cleaning House Services
We are committed to providing reliable, high quality cleaning services for homes and workplaces. If something goes wrong, we want to know about it quickly so we can put it right and prevent it happening again. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we use feedback to improve our cleaning services.
Our Commitment to Resolving Complaints
We treat every complaint seriously and aim to resolve issues promptly and fairly. Our goals when handling a complaint are to listen carefully, investigate thoroughly, respond clearly, and agree practical solutions wherever possible. We see complaints as an opportunity to improve our training, processes, and quality checks, so that all clients benefit.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have handled an earlier concern. This may include missed or incomplete cleaning tasks, damage to property or belongings, lateness or non-attendance, concerns about staff conduct, issues with communication or billing, and any other matter where you feel we have not met our agreed standards.
We also welcome general feedback or suggestions that are not complaints. Letting us know what we are doing well, and where we can improve, helps us deliver a better, more consistent cleaning service.
How to Make a Complaint
You can raise a complaint through any of our usual contact methods. Please provide your full name, service address, date and approximate time of the clean, a clear description of the problem, and any relevant photos or supporting information. The more detail you can give us, the easier it is for us to investigate and resolve the issue quickly.
If the issue arises while our cleaners are still on site, you are encouraged to raise it immediately. In many cases, our cleaners or a supervisor can address the problem straight away, such as re-cleaning an area that has been missed. If you prefer not to discuss it at the time, you can contact our office afterwards to log a formal complaint.
Timescales for Complaints
We recommend that you raise any service related complaint as soon as possible and ideally within 48 hours of the clean taking place. This allows us to review the work while it is still recent and to take any corrective action promptly. Complaints raised after a longer period may be harder to verify in detail, but we will still do our best to understand and address your concerns.
Once we receive your complaint, we aim to acknowledge it within a reasonable timeframe and begin our investigation without delay. We will keep you informed of our progress and let you know if we need any further information from you.
How We Investigate Complaints
When a complaint is received, it is logged in our internal system and assigned to a manager or supervisor. We will review your account and service history, speak with the cleaners involved where relevant, and, if needed, arrange a follow-up visit or request photos to understand the issue fully.
Our investigation focuses on what happened, why it happened, and what we can do to put it right. Where the complaint relates to a missed task or quality issue, we will compare the work carried out with your agreed cleaning plan. For conduct or punctuality issues, we will review schedules, notes, and staff reports.
Our Response and Possible Outcomes
Once our investigation is complete, we will explain our findings and any actions we propose to take. Depending on the circumstances, this may include returning to re-clean specified areas, adjusting future service plans or staff allocation, providing staff coaching or retraining, making a goodwill gesture, or, where appropriate, discussing a partial credit on a future clean.
Our aim is always to reach a fair and practical outcome that reflects the impact of the issue on your experience. If you are not satisfied with our initial response, you can ask for your complaint to be reviewed by a senior member of our team, who will take a fresh look at the matter and provide a further response.
Serious or Ongoing Concerns
If a complaint involves serious concerns about safety, conduct, or repeated service failures, we will escalate the matter within our management team. This may include additional review of staff performance, enhanced supervision, or in some cases the removal of specific staff from your premises. We may also decide that it is in the best interests of both parties to end the service arrangement if trust has broken down or expectations can no longer be met.
We are committed to dealing with all clients respectfully, and we ask that our staff are treated in the same way. Abusive, threatening, or discriminatory behaviour towards our cleaners or office team will not be tolerated and may result in the suspension or termination of services.
Using Complaints to Improve Our Services
Every complaint is recorded and reviewed so that we can identify patterns and recurring issues. This information is used to update our training programmes, improve checklists and cleaning procedures, refine our quality inspections, and adjust how we schedule and monitor work. By learning from complaints, we strengthen our cleaning services for all clients in our service area.
We value your honesty and your time in bringing concerns to us. Our aim is for every client to feel confident that, if something does go wrong, we will respond promptly, listen carefully, and act fairly to put things right wherever we reasonably can.