Complaints Procedure for Cleaner Kensington

Cleaner Kensington is committed to providing a reliable and professional cleaning service. We recognise that, on occasion, things may not go as planned. When this happens, we want to resolve issues quickly, fairly, and transparently. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and simple process for customers to raise complaints about any aspect of our cleaning services, including regular domestic cleaning, end of tenancy cleaning, deep cleaning, or specialist services. Our aims are to resolve problems promptly, learn from feedback, and continually improve the quality and reliability of our work.

This document applies to all customers who use Cleaner Kensington for cleaning services in our service area. It covers complaints about the standard of cleaning, conduct of staff, scheduling and timing issues, and administrative errors such as invoicing or booking details.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the service you have received from Cleaner Kensington or from anyone acting on our behalf. Examples include, but are not limited to:

Cleaning not completed to the standard agreed or expected

Damage alleged to have been caused during a cleaning visit

Missed or significantly delayed appointments

Concerns about the behaviour or professionalism of cleaners

Issues with how your booking, payment, or account has been handled

We encourage customers to tell us about any concerns as soon as possible so that we can put things right quickly.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we accept complaints made in any reasonable way, we recommend providing your complaint in writing so there is a clear record of what has happened and what outcome you are seeking.

Please include the following information when you make a complaint:

Your full name and, if applicable, the property address we cleaned

The date and approximate time of the cleaning visit or incident

A clear description of what went wrong and how it has affected you

Any photos or supporting information that may help us investigate

What you would like us to do to resolve the matter, if you have a preferred outcome

We recommend submitting your complaint as soon as reasonably possible after the service, ideally within 48 hours of the visit where the issue occurred. This makes it easier for us to speak to the cleaners involved, review schedules and notes, and arrange any inspection if needed.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, it will be logged in our internal system. We aim to acknowledge your complaint within two working days. The acknowledgement will confirm that we have received your complaint, outline the next steps, and give you an estimated timescale for our investigation and response.

Stage 2: Investigation

A manager or senior member of the Cleaner Kensington team will review the details of your complaint. This may include:

Speaking with the cleaners who attended your property

Reviewing job notes, checklists, and any internal communications

Considering any photographs or evidence you have provided

Arranging a follow-up visit to inspect the property, where appropriate and agreed with you

We aim to complete our investigation and provide a full response within ten working days of acknowledging your complaint. If we are unable to complete the investigation in this timeframe, we will update you and explain the reason for any delay.

Stage 3: Outcome and Resolution

After we have completed our investigation, we will explain our findings and any action we propose to take. Possible outcomes may include one or more of the following:

A full or partial re-clean of the affected areas

An apology and explanation of what went wrong

Changes to how we schedule, supervise, or deliver your cleaning service

A goodwill gesture or other appropriate remedy, where applicable

Our response will set out clearly what has been decided and why, and what steps will be taken to prevent similar issues in future.

Stage 4: Escalation

If you are not satisfied with the outcome at Stage 3, you may request that your complaint is reviewed by a senior manager. You should outline why you remain dissatisfied and what further resolution you are seeking. The senior manager will review the handling of your complaint, consider whether the decision was fair and reasonable, and provide a final response wherever possible.

Timescales and Communication

We aim to handle all complaints promptly and keep you informed throughout the process. While most complaints are resolved at an early stage, more complex matters may take longer to investigate. In all cases, we will communicate clearly, avoid unnecessary delays, and explain any reasons why additional time is needed.

We generally respond using the same method you used to contact us, unless you ask us to use a different method. If at any time you feel that your complaint is not being handled properly, you are encouraged to request an update.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be shared only with those who need it in order to investigate and respond to your complaint. We will store and process your information in line with our data protection obligations and our internal privacy practices.

Using Feedback to Improve Our Services

Complaints are an important source of feedback and an opportunity to improve. Cleaner Kensington reviews complaints regularly to identify patterns and areas where our cleaning services, training, or processes can be strengthened. Where appropriate, we use outcomes from complaints to update checklists, refine quality control visits, and ensure our cleaners are supported to meet the standards our customers expect.

By following this complaints procedure, we aim to resolve individual issues fairly and also enhance the overall standard of cleaning services we provide across our operating area.