Complaints Procedure

Cleaner Hammersmith Complaints Procedure

Cleaner Hammersmith is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every step.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to give you a clear, fair and transparent route to tell us when you are dissatisfied with any aspect of our cleaning services or customer care. We use complaints as an opportunity to put things right and to learn, so we can prevent similar issues in the future.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, standards, staff conduct, communication, or the way a previous concern has been handled. This may relate to domestic cleaning, commercial cleaning, one-off or regular visits, end of tenancy cleans, or other related services.

We also treat concerns about missed appointments, quality of work, timeliness, or behaviour of operatives as complaints and handle them under this procedure.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may raise it verbally with our team, or submit it in writing through our usual contact channels. When you contact us, please provide:

The date and approximate time of the service, any relevant booking reference, the address where the service took place, a clear description of what went wrong, and what you would like us to do to resolve the issue if you have a preferred outcome in mind.

Providing photographs or other supporting information, where relevant, may help us investigate more quickly, especially for issues related to cleaning quality or property condition.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that complaints about completed cleaning visits are raised as soon as reasonably possible. Where services involve time sensitive matters, such as end of tenancy or move in cleaning, it is particularly important that you notify us promptly so we can inspect and, if appropriate, arrange remedial work.

We will still consider complaints raised later, but our ability to investigate and offer practical solutions may be reduced if significant time has passed.

Our Complaint Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and arrange for an appropriate member of our team to review it. We aim to acknowledge your complaint within a reasonable time and to confirm that we are looking into the matter.

Stage 2: Investigation

We will then investigate the issues you have raised. Depending on the nature of your complaint, this may involve speaking with the cleaning operatives who attended, reviewing schedules and job records, examining any photographs or evidence provided, and, if needed, arranging a follow up visit to inspect the property.

During this stage, we may contact you for further information or clarification so we can fully understand your concerns and your expectations for resolution.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a clear response. This will explain our understanding of the complaint, any findings that arose from our investigation, and any action we propose to take. Possible outcomes may include an explanation, an apology, corrective or re-cleaning work, or other appropriate remedies, depending on the circumstances.

We aim to resolve most complaints promptly. If, for any reason, there is likely to be a delay, we will let you know and keep you updated on progress.

If You Are Not Satisfied with the Outcome

If you are unhappy with the response at the end of Stage 3, you may ask for your complaint to be reviewed by a more senior member of our team. In doing so, please explain why you remain dissatisfied and what further resolution you feel would be fair.

The senior review will consider the original complaint, the investigation, and any new points you raise. A further response will then be provided, explaining the final position reached by Cleaner Hammersmith.

Fairness, Respect and Confidentiality

We treat all complaints seriously and handle them with professionalism and respect. We will not discriminate against you for raising a complaint. Your personal information will be handled in line with our privacy commitments and only shared with staff directly involved in handling or investigating your complaint.

We also expect our staff to be treated with respect throughout the process. We may limit or manage contact where behaviour becomes abusive or unreasonable, while still seeking to address the underlying issue fairly.

Learning from Complaints

Complaints help us improve the way we deliver domestic and commercial cleaning services. We review complaints regularly to identify patterns, training needs and opportunities to refine our processes, scheduling, quality controls and communication practices.

Where appropriate, we may update team training, adjust our checklists for cleaning tasks, or strengthen supervision and quality checks to reduce the likelihood of similar concerns arising again.

Your Responsibilities When Using Our Services

To help us provide effective support if something goes wrong, we ask clients to give accurate information when booking, ensure safe access to the property at the agreed time, and highlight any areas of particular concern before or shortly after the service.

Prompt communication, clear feedback, and cooperation with any follow up arrangements, such as re-clean visits, help us to resolve issues more quickly and to your satisfaction.

Review of this Complaints Procedure

Cleaner Hammersmith may review and update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable standards. The version in force at the time of your complaint will be the one applied to your case.

We are committed to dealing with every complaint fairly, consistently and with a focus on practical solutions. If you have concerns about any aspect of our cleaning services, we encourage you to contact us so we can work with you to put things right.