Cleaner Catford Complaints Procedure

This Complaints Procedure explains how Cleaner Catford manages, investigates and resolves complaints about our cleaning services. We aim to provide a clear and fair process so that any concerns are handled professionally and promptly, and so that we can continually improve the services we offer.

Our Commitment to Resolving Complaints

Cleaner Catford is committed to delivering consistent, reliable and high-quality cleaning. If something goes wrong, we want to know about it. We treat every complaint seriously, whether it relates to domestic cleaning, commercial cleaning, one-off work or regular visits. Our goals are to listen, respond quickly, put things right where possible and learn from the experience.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication or the way we have handled a previous issue. Examples include concerns about the standard of cleaning, missed or late appointments, conduct or behaviour of cleaning staff, damage to property or belongings, issues with invoicing or payments, or failure to follow agreed instructions or schedules.

You do not need to use formal language or call your concern a complaint. If you are unhappy with any aspect of our service and you tell us about it, we will treat it as a complaint and follow this procedure.

How to Raise a Complaint

You can raise a complaint in a way that is convenient for you. You may contact us in writing or by speaking with a member of our office team. If you raise an issue with a cleaner on site, we still ask that you also report it directly to the office so it can be recorded, monitored and resolved properly.

Please provide as much detail as you can, including your name, the address where the cleaning took place, the date and approximate time of the visit, a clear description of what went wrong, and any photos or evidence that may help us understand the issue. The more information we receive, the easier it is for us to investigate and respond fairly.

Timescales for Making a Complaint

We encourage you to tell us about any problem as soon as possible, ideally within 48 hours of the cleaning visit. This allows us to speak to the cleaners while the details are still fresh, and if appropriate, to arrange a prompt return visit or other remedy. We may still investigate complaints raised later, but it may be more difficult to verify the circumstances or to offer certain solutions.

Acknowledging Your Complaint

Once we receive your complaint, we aim to acknowledge it within two working days. In this acknowledgement, we will confirm that we have received your complaint, outline the next steps and provide an estimated timescale for a full response. If we need further information to understand the matter properly, we will ask for clarification at this stage.

How We Investigate Complaints

All complaints are logged and reviewed by a member of our management team. The investigation may include speaking to the cleaners who attended the property, reviewing job notes and schedules, assessing photographs or other evidence supplied by you, and, if needed, asking additional questions about what happened.

We aim to approach every complaint with an open mind and without making assumptions. Where different accounts are given, we will weigh up all information available and make a decision that we believe is fair and reasonable based on the evidence.

Our Response and Possible Outcomes

We aim to provide a full written or verbal response to most complaints within ten working days of acknowledgement. In more complex cases, we may need more time to investigate, in which case we will keep you informed about progress and revised timescales.

Depending on the nature of the complaint and our findings, possible outcomes may include an explanation of what happened and why, an apology where we accept we have fallen short, a complimentary or discounted return visit to correct any missed or unsatisfactory work, a partial or full refund where appropriate, changes to how we schedule, supervise or train cleaning staff, or other actions to prevent the issue reoccurring.

If You Are Not Satisfied With the Outcome

If you are unhappy with our initial response, you may ask for your complaint to be reviewed by a more senior member of the management team. The review will look again at the evidence and the outcome to ensure that the decision was fair and consistent with our policies.

During this review stage, we may request additional information or clarification from you or from the staff involved. We will then provide a final response, setting out our findings and any further actions we will take. This final response will conclude our internal complaints process.

Complaints Involving Staff Conduct

Where a complaint concerns the behaviour or conduct of a cleaner or any member of our team, we handle it with particular care. We will investigate sensitively and confidentially, and take appropriate action where needed, which may include additional training, closer supervision, formal warnings or, in serious cases, termination of engagement. We do not share detailed disciplinary outcomes with clients, but we will confirm that the matter has been addressed.

Using Feedback to Improve Our Services

Every complaint and piece of feedback is recorded and reviewed regularly to identify patterns and areas where we can improve. This may influence how we train cleaners, how we schedule work, the products and equipment we use, and how we communicate with clients. By telling us when things go wrong, you help us to raise standards for all customers.

Confidentiality and Data Protection

We treat all complaints, and any personal information shared as part of a complaint, as confidential. Information is only shared within Cleaner Catford with those who need it to investigate and resolve the matter, or where required by law. We store and process data in line with our wider data protection practices and only keep information for as long as necessary for the purposes of handling the complaint and meeting our legal obligations.

Policy Review

This Complaints Procedure is reviewed regularly to ensure that it remains clear, effective and in line with our commitment to high-quality cleaning services. We may update the procedure from time to time, and any updated version will apply to new complaints from the date it is published.