Complaints Procedure

Cleaner Tooting Complaints Procedure

Cleaner Tooting is committed to delivering reliable, consistent and high-quality cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to make it easy for you to tell us so that we can put matters right quickly and learn from your experience. This complaints procedure explains how to raise a concern, what you can expect from us, and how we work to resolve issues fairly and transparently.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, accessible way for clients to report any dissatisfaction with our cleaning services or conduct. It applies to all domestic and commercial customers who use Cleaner Tooting. Our aims are to handle complaints promptly, investigate them thoroughly, keep you informed throughout, and use the outcome to improve our services across our operating area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Cleaner Tooting, whether it relates to the quality of cleaning, the behaviour of our cleaners, timekeeping, communication, or how we have handled a previous request or booking. We also treat concerns about health and safety, property care, and data protection as formal complaints.

How to Raise a Complaint

You can raise a complaint in writing or by speaking with us directly. When you contact us, please provide as much detail as possible so that we can investigate effectively. It helps if you include the following information:

Your full name, the property or site where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, the names of any staff members you dealt with if known, and any supporting details, such as photographs or notes about conversations. The more information you provide at the outset, the quicker we can understand the situation and work towards a resolution.

When to Raise a Complaint

We encourage you to raise any issues as soon as possible after the service in question. Reporting concerns promptly helps us to recall details, speak to the relevant team members while the work is still recent, and prevent similar issues from affecting future appointments. While there is no strict deadline, complaints made a long time after the event may be more difficult to investigate fully.

Our Complaints Handling Stages

We use a simple, three-stage process to manage complaints:

Stage one is initial review and acknowledgement. Once we receive your complaint, we will log it in our internal system and carry out an initial review. We will then acknowledge your complaint within a reasonable timeframe, letting you know that it has been received and is being investigated.

Stage two is investigation and proposed resolution. A member of our management team will investigate your complaint. This may include speaking to the cleaner or team involved, reviewing job notes or schedules, and assessing any evidence you have provided. We will then propose a resolution, which may include a corrective visit, a partial or full refund where appropriate, service adjustments, additional staff training, or another suitable remedy depending on the circumstances.

Stage three is escalation. If you are not satisfied with our proposed resolution, you can ask for your complaint to be reviewed by a senior manager. They will reassess the information, consider any further details you provide, and issue a final response.

Timescales for Responding

We aim to handle complaints as promptly as possible. We will normally acknowledge your complaint within a reasonable time and will then aim to complete our investigation and provide a substantive response within a further reasonable period. If, for any reason, we require more time, we will keep you informed and explain the reason for the delay, as well as letting you know when you can expect an update.

Our Commitment to Fairness and Respect

Cleaner Tooting handles all complaints impartially and with respect for everyone involved. We ask that clients treat our staff with courtesy, even when frustrated or disappointed. In return, we will listen carefully, avoid making assumptions, and focus on facts and evidence. We do not tolerate abusive, threatening or discriminatory language or behaviour towards our team, and in extreme cases we may need to limit communication channels or withdraw services if interactions become unreasonable.

Confidentiality and Data Protection

All complaints are treated with appropriate confidentiality. Details are shared only with those who need them to investigate and resolve the issue. We handle all personal information in line with relevant data protection principles. Information about your complaint may be used for internal reporting, training and quality improvement, but individuals will not be identified in any external reporting.

Learning from Complaints

We view complaints as an important source of feedback that helps us refine our cleaning services. Outcomes of complaints may lead to changes in our procedures, additional training for our cleaners, improvements in our scheduling or communication, or updates to our quality checks. By reviewing complaint trends, we aim to reduce the likelihood of similar issues occurring in the future across our service area.

Withdrawing or Resolving a Complaint

You may withdraw your complaint at any time by informing us that you no longer wish to pursue it. Once we have reached an agreed resolution and confirmed it with you, we will close the complaint on our system. If new information later comes to light relating to the same incident, we may decide to reopen the matter for further review.

Continuous Improvement of This Procedure

Cleaner Tooting may update this complaints procedure from time to time to reflect changes in our operations, legal requirements or best practice in the cleaning industry. The latest version of this procedure will always apply to any new complaint raised. We encourage clients to share suggestions for how we can make our process clearer, more accessible or more responsive.

Our goal is to ensure that every concern is heard, investigated and addressed in a fair and timely way. If you are unhappy with any aspect of our cleaning services, please use this procedure so that we have the opportunity to put things right.