Complaints Procedure for Cleaners Finsbury Park Clients
This complaints procedure explains how you can raise concerns about any aspect of the cleaning services you receive from Cleaners Finsbury Park, and how we will respond. Our aim is to resolve issues quickly, fairly and professionally so that our domestic and commercial customers feel confident in the quality of our work.
Our Commitment to Handling Complaints
We recognise that, from time to time, things may not go as planned. When this happens, we want to hear from you. Complaints are treated as an opportunity to put things right, improve our processes and prevent similar issues from occurring in future. We are committed to:
Listening carefully to your concerns, treating you with respect and courtesy at all times, acknowledging and responding within a reasonable timeframe, investigating objectively and thoroughly, keeping you informed of progress, and offering a clear explanation and, where appropriate, a suitable remedy.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication or administration where you would like a response or resolution. This may include, for example, concerns about the standard of a one-off clean or regular visit, missed areas or tasks, timekeeping or reliability, behaviour or attitude of cleaners, damage to property or belongings, billing inaccuracies or confusion, and communication or booking issues.
You do not need to use any specific wording for it to be treated as a complaint. If you are unhappy and want us to address the issue, it will be handled under this procedure.
How to Make a Complaint
You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue occurs so that we can investigate and resolve it promptly. When submitting your complaint, please provide your full name, the property address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, and any relevant information that may help us understand the situation.
If your complaint relates to an ongoing regular cleaning arrangement, please tell us whether you wish the same cleaner to continue attending while the matter is being reviewed.
Our Complaints Handling Stages
We handle complaints in several clear stages to ensure they are managed consistently and fairly.
Stage 1: Initial Acknowledgement
We aim to acknowledge your complaint as soon as reasonably possible after receiving it. In our acknowledgement, we will confirm that we have received your concerns, clarify any points that need further detail, and advise you of the next steps and expected timeframes.
Stage 2: Investigation
Your complaint will be reviewed by a person with appropriate authority and experience. The investigation may include speaking with the cleaners involved, reviewing our schedules and work notes, examining any internal records relating to your booking, and considering any photos or evidence you have provided. We will approach the investigation impartially and will take into account both your account and the information provided by staff.
Stage 3: Response and Resolution
Once our investigation is complete, we will provide you with a clear response. This will usually include a summary of your complaint, an outline of the steps taken to investigate, our findings based on the information available, and any actions we propose to take. Where we identify that we have fallen short of our standards, we will offer an appropriate remedy. This may include, for example, arranging a re-clean of the affected areas, offering a partial or full refund for the service in question, discussing changes to your regular cleaning schedule or team, and updating our training or processes to reduce the risk of recurrence.
If we conclude that we have met our agreed standards, we will explain how we reached this decision. In all cases, we will aim to be fair, transparent and respectful.
Timeframes for Handling Complaints
We aim to resolve most complaints within a reasonable period from the date we receive all the necessary information. Complex matters may take longer, particularly where additional information is required or several people need to be consulted. If we need more time, we will let you know and keep you updated on progress.
Escalating Your Complaint
If you are not satisfied with the outcome at the first stage, you may request that your complaint is reviewed at a higher level within our company. When asking for an escalation, please explain why you are unhappy with the initial response and what outcome you are seeking.
The escalated review will normally be carried out by a senior member of staff who was not directly involved in the original investigation. They will reconsider the information, and may request additional details from you or from the staff involved. After this further review, you will receive a final response setting out our position.
Your Responsibilities When Making a Complaint
To help us resolve your complaint efficiently, we ask that you provide accurate and complete information, raise concerns as soon as possible, treat our staff with courtesy and respect, and allow reasonable time for us to investigate and respond. We may decline to engage further where communication becomes abusive, threatening or discriminatory, but this will not affect our obligation to handle legitimate concerns fairly.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is only shared internally with those who need it to investigate and resolve the issue. Any personal data you provide will be processed in line with applicable data protection requirements and will be retained only for as long as necessary for handling your complaint and meeting our legal and regulatory obligations.
Using Feedback to Improve Our Cleaning Services
Complaints and other feedback are regularly reviewed to identify patterns, training needs and opportunities for improvement. This helps us enhance the quality, reliability and consistency of our cleaning services for customers in and around Finsbury Park and the surrounding areas. By raising your concerns, you are helping us maintain higher standards for all clients.
Changes to This Complaints Procedure
We may update this complaints procedure from time to time to reflect changes in our operations, best practice or legal requirements. The most recent version will apply to any new complaints raised after the date of publication.
