Cleaner Richmond Complaints Procedure

Cleaner Richmond is committed to providing reliable, high quality cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put it right as quickly and fairly as possible. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and use them as an opportunity to improve our services. Our aims are to respond promptly, investigate thoroughly, act fairly, and communicate clearly with everyone involved. We will handle your complaint in a respectful, non-discriminatory manner and will always try to resolve matters at the earliest possible stage.

This procedure applies to all domestic and commercial cleaning services provided by Cleaner Richmond, including regular cleaning, one-off cleans, end of tenancy cleans, after-builders cleaning, and specialist services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our booking or administration processes, our staff or contractors, or the way we have handled a previous query. This may include concerns about service quality, missed or incomplete tasks, conduct or behaviour of cleaning staff, attendance or punctuality, damage or loss, health and safety issues, or communication and customer service.

If you are unsure whether your concern is a complaint or a simple query, please raise it with us. We will treat it in line with this procedure if it indicates that you are dissatisfied with the service you have received.

How to Make a Complaint

You can make a complaint using any of the usual communication channels you use to contact Cleaner Richmond. Please provide as much detail as you can, including your name, the service address, the date and time of the service, a clear description of what went wrong, any relevant photographs or evidence, and what outcome you are seeking where applicable.

We encourage you to raise your concern as soon as possible after the issue arises. The sooner we are made aware, the easier it is for us to investigate and put things right.

Stage One: Informal Resolution

In many cases, complaints can be resolved quickly and informally. At this stage, our priority is to understand the issue and offer a practical solution without unnecessary delay. We will acknowledge your complaint, usually within a short period of receiving it, and may contact you to clarify details or ask further questions.

Where appropriate, we will discuss the matter with the cleaning operative or team leader involved, review your booking details and service notes, and consider any evidence you provide. We will then propose a resolution, which may include a return visit, corrective cleaning, a partial refund, a discount on future services, or another appropriate remedy depending on the circumstances.

If you accept our proposed resolution, we will confirm the agreed actions and timescales. Most complaints are successfully resolved at this stage.

Stage Two: Formal Investigation

If you are not satisfied with the outcome at Stage One, or if the issue is more complex or serious, you may request a formal investigation. When moving to Stage Two, we will confirm that your complaint is being treated as a formal complaint and explain the steps we will take.

A senior member of the Cleaner Richmond team who was not directly involved in the initial handling of the complaint will review the case. This review may include interviewing staff, examining service records, inspecting photographs or other evidence, and, where necessary, visiting the property or location by agreement. We may contact you to obtain further information or clarification.

Once the investigation is complete, we will provide a written response setting out our understanding of your complaint, the findings of our investigation, any conclusions reached, and any actions we will take to resolve the matter or prevent similar issues in future.

Timescales and Communication

We aim to acknowledge all complaints promptly. While exact timeframes may vary depending on the complexity of the issue, we will keep you informed of our progress and any reasons for delay. Our focus is to balance a thorough, fair investigation with a prompt response.

If we cannot provide a final response within a reasonable time, we will let you know, explain why, and give an updated timescale. You are welcome to contact us for an update at any point during the process.

Outcomes and Remedies

Where a complaint is upheld in full or in part, we will consider the most appropriate remedy. This may include an explanation and, where necessary, an apology, corrective or additional cleaning, partial or full refund where appropriate under our terms, service credits or discounts on future bookings, or changes to our procedures, training, or supervision to reduce the risk of recurrence.

Where a complaint is not upheld, we will explain our reasons clearly and provide details of how we reached our conclusions.

Confidentiality and Data Protection

All complaints will be handled in confidence and only shared with those who need the information in order to investigate and resolve the matter. We will store and process any personal data you provide in line with applicable data protection requirements and our internal policies. Information gathered during the complaint process will be used only for managing the complaint, improving our services, and meeting our legal and regulatory obligations.

Recording and Using Complaint Information

Cleaner Richmond keeps a record of complaints received, including the nature of the issue, how it was handled, and the outcome. This information helps us identify patterns, improve staff training, refine our processes, and maintain consistent standards across our cleaning services.

By monitoring and reviewing complaint data on a regular basis, we seek to improve the reliability, quality, and safety of our services for all customers.

Further Concerns

If you remain dissatisfied after we have completed our complaints procedure, you may wish to seek independent advice regarding your options or rights. This may include speaking with a consumer advice organisation or seeking legal guidance where appropriate.

We value your feedback and the opportunity to resolve any issues. By working together, we can maintain and improve the quality of the cleaning services offered by Cleaner Richmond.