Complaints Procedure for Cleaners Bloomsbury Clients

Cleaners Bloomsbury is committed to providing reliable, high quality cleaning services. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and use them as an opportunity to put things right and improve our services. When you contact us with a complaint, we aim to:

Listen carefully and understand the issue in full.

Investigate the matter fairly and promptly.

Keep you informed about what is happening.

Provide a clear response and, where appropriate, a suitable resolution.

Learn from the experience to prevent similar problems in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, or the way our office team has handled an enquiry or booking. This could relate to:

The quality or thoroughness of a clean.

Missed or late appointments.

Conduct, attitude or behaviour of a cleaner.

Damage or alleged damage to property or belongings.

Billing, charges or clarity of information provided.

Communication issues or delays in responding.

If you are unsure whether your concern is a complaint, please raise it with us and we will guide you through the process.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us resolve matters efficiently, please provide:

Your full name and the address where the cleaning was carried out.

The date and approximate time of the visit or incident.

Details of what happened and why you are dissatisfied.

Any relevant evidence, such as photographs or notes.

What outcome you would consider a satisfactory resolution.

We recommend raising your complaint as soon as possible after the issue has occurred. Complaints raised promptly are usually easier to investigate thoroughly.

Stages of Our Complaints Process

Stage One: Initial Complaint and Acknowledgement

Once we receive your complaint, we will record it in our internal system. We aim to acknowledge all complaints within two working days. In this acknowledgement, we will confirm:

That we have received your complaint.

The name or role of the person responsible for handling it.

The expected timescale for our investigation and response.

Stage Two: Investigation

We will then look into your complaint in detail. This may include:

Reviewing appointment notes and schedules.

Speaking with the cleaner or team involved.

Assessing any photographs or supporting information you have provided.

Considering our policies, checklists and agreed scope of work.

We aim to complete this investigation and provide a full response within ten working days of acknowledging your complaint. If the matter is complex and requires more time, we will let you know and provide an updated timescale.

Stage Three: Response and Resolution

At the end of our investigation, we will send you a clear response setting out:

What we have understood your complaint to be.

The steps we have taken to investigate it.

Our findings and any conclusions reached.

Any corrective actions or remedies we propose.

Possible remedies may include an apology, a re-clean of specific areas, a partial or full credit for a visit, or other proportionate actions depending on the circumstances. We will always seek a fair and reasonable outcome for both you and our company.

Stage Four: Further Review

If you are not satisfied with our response, you may request a further review. In this case, your complaint will be reconsidered by a more senior member of our management team who was not directly involved in the original investigation. They will review all available information and may contact you for clarification before issuing a final response.

Time Limits and Late Complaints

We encourage clients to report concerns as soon as possible and ideally within 48 hours of the cleaning visit. This helps ensure that evidence is fresh and that we can, where necessary, revisit the property to see the issue directly. We will still consider complaints raised after this period, but our ability to investigate and offer certain remedies may be reduced.

Fair Treatment and Confidentiality

All complaints are handled confidentially and in line with data protection requirements. Information about your complaint is shared only with team members who need it to investigate and resolve the issue. Making a complaint will not affect your right to continue using our services, and you will not be treated unfavourably for raising genuine concerns.

Feedback and Continuous Improvement

We record and review complaints regularly to identify patterns and areas for improvement. Outcomes from complaints may lead to additional staff training, updates to checklists, changes in communication processes or revisions to our service standards. Your feedback, whether positive or negative, helps us maintain and improve the reliability of the cleaning services we provide.

Reasonable Behaviour

We understand that experiencing a problem with a service can be frustrating. Our team will always treat you with courtesy and respect, and we ask that you do the same. We may decide to limit or end communication where a person behaves in an abusive, threatening or harassing manner towards our staff. Such decisions are not taken lightly and will be explained clearly if they arise.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our operations, internal policies or best practice in customer care. The version published here is the most recent and applies to all existing and new clients of Cleaners Bloomsbury.