Roehampton Cleaner Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about cleaning services provided by Roehampton Cleaner and how those concerns will be handled. Our aim is to resolve issues quickly, fairly, and transparently, and to learn from feedback to improve our services.

Our Commitment to Handling Complaints

We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to know so we can put matters right. We are committed to treating every complaint seriously, investigating thoroughly, and responding within reasonable timescales. We also aim to use the outcome of each complaint to improve our cleaning processes, staff training, and overall customer service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the cleaning services you have received from Roehampton Cleaner, where a response or resolution is expected. This can include, but is not limited to:

Poor quality or incomplete cleaning work, missed or late appointments, conduct or attitude of cleaning staff, damage to property or belongings during cleaning, health and safety concerns, issues with booking, billing, or communication related to your cleaning services.

We encourage you to raise any concern, even if you are unsure whether it qualifies as a formal complaint. We would rather address a minor issue early than allow it to become a more serious problem.

How to Make a Complaint

You may raise a complaint verbally or in writing. When submitting a complaint, please provide as much information as possible, including your name, the property or premises where we provided the service, the date and time of the service, a clear description of what went wrong, and any steps you have already taken to resolve the issue informally.

If you are complaining on behalf of someone else, we may need confirmation that you have their permission to act for them, particularly where personal details are involved.

Stage One: Informal Resolution

Wherever possible, we encourage you to raise your concern at the earliest opportunity, ideally on the same day the issue arises or as soon as you notice a problem. In many cases, issues can be resolved quickly and informally, for example by arranging a re-clean of an area, adjusting the scope of work, or clarifying any misunderstandings about the agreed service.

At this stage, we will:

Listen carefully to your concern, clarify what outcome you are seeking, review any relevant information such as visit records or job sheets, and try to offer a practical solution without unnecessary delay.

If we are able to resolve the matter informally, we may still keep a record of your complaint so that we can identify patterns and improve our cleaning operations.

Stage Two: Formal Complaint

If you are not satisfied with the outcome of the informal stage, or if the matter is more serious, you may contact us to make a formal complaint. Please clearly state that you wish your concern to be treated as a formal complaint so it can follow this procedure.

Once we receive a formal complaint, we will:

Acknowledge receipt of your complaint within a reasonable period. This acknowledgement will confirm that we have received your complaint and explain the next steps. Carry out a review of the issue, which may include speaking with cleaning staff who attended the property and checking appointment records, photographs, or job notes. Assess any evidence you provide, such as your own notes or images of the issue. Consider whether our terms and conditions, service agreements, and internal policies have been followed.

We will aim to complete our investigation and provide a written response as soon as reasonably possible. If we need more time due to the complexity of the issue, we will let you know and explain why.

Our Formal Response

Following our investigation, we will provide you with a response setting out:

A summary of your complaint, the steps we have taken to investigate, our findings and decision, any actions we propose to take to put things right where appropriate, and any measures we will take to help prevent similar issues in future.

Possible outcomes may include an explanation or apology, corrective action such as a re-clean, adjustments to future services, or other appropriate remedies based on the circumstances. Each case will be considered on its individual merits.

Escalation if You Are Not Satisfied

If, after receiving our formal response, you remain dissatisfied, you may ask for your complaint to be reviewed again. When requesting an escalation, please explain why you are not satisfied with the outcome and what you believe would be a fair resolution.

A further review may involve a different member of the management team considering the complaint, re-examining the evidence, and checking that the procedure has been followed correctly. Once the review is complete, we will explain whether our decision is upheld, varied, or overturned, and confirm any final actions we will take.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that complaints are raised as soon as possible after the event, ideally within a reasonable period of the cleaning service taking place. The longer the delay, the more difficult it may be for us to gather accurate information and evidence.

Although we will always try to assist, we may be unable to carry out a full investigation if a significant time has passed since the service was delivered.

Recording and Using Complaint Information

We keep records of complaints, including the nature of the issue, how it was investigated, and the outcome. These records help us monitor service quality, identify any recurring problems, and implement improvements across our cleaning operations.

We treat your personal information with care and in line with applicable data protection principles. Complaint information is used only for the purposes of handling your complaint, managing our services, and meeting any legal or regulatory obligations.

Respectful Communication

We expect our staff and customers to communicate respectfully at all times. We understand that complaints may be raised in frustration, but we will not tolerate abusive, threatening, or discriminatory behaviour. In serious cases, we may decide to restrict or end our services where behaviour is considered unacceptable.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our internal processes, customer expectations, or relevant legal and regulatory requirements. The version published here is the current procedure for all complaints relating to cleaning services provided by Roehampton Cleaner.