Complaints Procedure for Kingston upon Thames Cleaners
This Complaints Procedure explains how customers of Kingston upon Thames Cleaners can raise concerns about any aspect of our domestic or commercial cleaning services, and how those concerns will be managed. Our aim is to resolve issues promptly, fairly and transparently, while using feedback to improve our services across Kingston upon Thames and the surrounding areas.
1. Purpose and scope
This procedure applies to all customers who have received cleaning services from Kingston upon Thames Cleaners, including regular housekeeping, one-off and deep cleans, end-of-tenancy cleans, office cleaning, and specialist cleaning tasks. It covers complaints about the standard of cleaning, conduct of staff, adherence to agreed schedules and any aspect of our customer service.
This procedure does not cover employment disputes or internal staff matters, which are dealt with under separate internal policies.
2. Our commitment to you
We are committed to handling every complaint in a professional and respectful manner. When you raise a concern, we will:
Listen carefully to your account of what went wrong and what outcome you are seeking.
Acknowledge your complaint within a reasonable timeframe.
Investigate the matter thoroughly and impartially.
Provide a clear response, including any findings and proposed resolution.
Use the feedback to review and improve our cleaning practices, training and quality controls where necessary.
3. What we define as a complaint
A complaint is any expression of dissatisfaction about our cleaning services or customer service, whether oral or written, where a response or resolution is explicitly or implicitly expected. Examples include issues such as missed tasks, damage allegedly caused during cleaning, cleaners arriving significantly earlier or later than agreed, perceived rudeness or unprofessional conduct, or concerns about how bookings and payments have been managed.
4. How to make a complaint
You may raise a complaint using any of the following methods:
Speak directly with a supervisor or manager during or immediately after the cleaning visit, where this is practical.
Contact our office team and explain that you wish to make a complaint, providing details of the service, date, and nature of the problem.
Submit your complaint in writing, including your name, service address, date of the clean and a clear description of your concerns.
We encourage customers to raise complaints as soon as possible, ideally within 48 hours of the cleaning visit, so that we can investigate effectively and, where appropriate, arrange a prompt re-clean or other remedy.
5. Information we may request
To help us investigate your complaint, we may ask you for:
The date and approximate time of the cleaning service.
The type of service booked, for example, regular domestic clean, deep clean or end-of-tenancy clean.
Details of the tasks that were missed or carried out unsatisfactorily.
Photographs to show areas of concern, if relevant.
Any other information you feel is important to fully understand the issue.
6. Complaint handling stages
Stage one: Initial review. Once your complaint is received, a member of our team will log it and carry out an initial review. We will normally acknowledge your complaint within a reasonable period of time. Where possible, we will seek to resolve simple issues at this stage, for example by offering a re-clean of specific areas or clarifying what was included in the agreed service.
Stage two: Detailed investigation. If your complaint cannot be resolved informally, or if it relates to more serious concerns, it will be escalated for a more detailed investigation. This may involve speaking with the cleaning team involved, reviewing schedules and job notes, and assessing any photographs or evidence you have provided.
Stage three: Outcome and response. After the investigation is completed, we will provide you with a response setting out our findings, any conclusions we have reached and any steps we propose to take. Depending on the circumstances, this may include a re-clean, corrective action, staff training, amendments to our procedures or other appropriate remedies.
7. Timescales
We aim to resolve most complaints within a reasonable timeframe from the date of acknowledgment. Complex matters, or those requiring further investigation, may take longer. If additional time is needed, we will keep you informed of progress and let you know when you can expect a further update.
8. Possible outcomes and remedies
Where a complaint is upheld in whole or in part, we will seek to provide a fair and proportionate remedy. This may include:
Arranging a re-clean of affected areas.
Implementing additional supervision or training for cleaning staff.
Reviewing and adjusting our procedures, checklists or quality controls.
Other actions considered reasonable in the circumstances.
Any financial remedies will be considered on a case-by-case basis, taking into account the nature of the complaint, the evidence available and the terms and conditions of the service.
9. Your responsibilities as a customer
To allow us to deal with your complaint effectively, we ask that you:
Provide accurate and complete information about the issue.
Raise concerns as soon as reasonably possible after the service.
Allow reasonable access to the property, where necessary, to inspect the issue or carry out a re-clean.
Treat our staff with courtesy and respect throughout the process.
10. Confidentiality and data protection
All complaints will be handled with appropriate confidentiality. Information you provide will be used solely for the purpose of investigating and resolving your complaint, and for improving our services. Any personal data will be processed in line with applicable data protection requirements.
11. Continuous improvement
Feedback from customers, including complaints, is an important source of information for improving our cleaning services in Kingston upon Thames and nearby areas. We review patterns of complaints to identify trends, update training programmes, refine service checklists and strengthen communication with customers and cleaning teams.
12. Policy review
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with our commitment to high standards in professional cleaning. Updated versions will replace earlier versions from the date of publication.
By using our services, customers acknowledge that they have access to this Complaints Procedure and may refer to it whenever they wish to raise a concern or seek clarification about how complaints are managed.
