Complaints Procedure for Shepherds Bush Cleaner

This complaints procedure explains how customers of Shepherds Bush Cleaner can raise concerns about our domestic or commercial cleaning services, and how we will respond. We are committed to handling every complaint fairly, consistently and as quickly as possible, while using feedback to improve our services across the local area.

Our commitment to resolving complaints

We aim to provide reliable, high quality cleaning on every visit. When something goes wrong, we want to know so we can put it right. All complaints are treated seriously and handled in confidence, in line with this procedure. We will always aim to resolve issues at the earliest possible stage and to keep you informed throughout the process.

Our objectives when dealing with a complaint are to listen carefully, understand what has happened, offer a fair outcome, and take steps to prevent similar issues from arising in future. We welcome comments, concerns and suggestions from all customers within our service area.

What counts as a complaint

You can use this procedure if you are unhappy with any aspect of our cleaning services or customer service. Examples include, but are not limited to:

Quality or standard of cleaning on a visit, including missed areas or tasks not completed as agreed.

Conduct or behaviour of cleaning staff while on your premises.

Timing, punctuality or reliability of scheduled cleaning appointments.

Concerns about how a booking, amendment or cancellation has been handled.

Issues with invoicing, charges or clarity of pricing for cleaning work.

How a previous complaint or query has been managed or resolved.

If you are unsure whether your concern falls under this procedure, you can still raise it and we will advise you on the most appropriate way forward.

How to make a complaint

You may raise a complaint using any standard method of communication available to you. When making a complaint, please provide as much detail as possible so we can investigate thoroughly. Helpful information includes:

Your full name and the address where the cleaning was carried out.

The date and approximate time of the cleaning visit or incident.

A clear description of what happened, including what you expected and what actually occurred.

Names of any staff members involved, if known.

Any photographs or notes that help to show the issue, especially for cleaning quality concerns.

Details of any steps already taken to resolve the matter informally.

We encourage customers to raise complaints as soon as reasonably possible, ideally within a short time of the cleaning visit, so that we can investigate while details are still clear.

Informal resolution in the first instance

Where possible, we encourage you to raise any concern informally at an early stage. Many issues can be resolved quickly and to your satisfaction through a straightforward conversation, for example by arranging a reclean of missed areas or clarifying the agreed scope of work.

When a concern is raised informally, we will acknowledge it, discuss possible solutions with you, and aim to agree a practical resolution within a reasonable timeframe. If you are not satisfied with the outcome, or if the matter is more serious, you can proceed to make a formal complaint under this procedure.

Formal complaints process

When a complaint is treated as formal under this procedure, it will follow these stages.

1. Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint, summarise our understanding of the issue, and outline the next steps and expected timescales for investigation and response.

2. Investigation

An appropriate member of our management team will review your complaint in detail. Depending on the nature of the issue, this may include:

Discussing the matter with the cleaning team involved.

Reviewing booking records, checklists, and any relevant documentation.

Examining any photographs or evidence you have provided.

In some cases, we may contact you to ask for further information or clarification, or to arrange a visit to inspect the cleaned areas if that is necessary and practical.

3. Response and outcome

Once the investigation is complete, we will provide you with a written or verbal response, depending on how you have contacted us. Our response will set out:

A summary of the complaint and what we have investigated.

Our findings and, where appropriate, an explanation of what went wrong.

Any actions we propose to resolve the matter.

Any changes we intend to make to our processes or training to reduce the chance of the issue recurring.

Possible outcomes may include a reclean of certain areas, a partial or full refund where appropriate, an apology, or adjustments to future bookings or service arrangements.

Timescales

We aim to acknowledge complaints promptly and to complete our investigation and provide a full response within a reasonable period. The exact timeframe may vary depending on the complexity and seriousness of the issue, but we will always keep you informed if more time is needed and explain the reasons for any delay.

Further review

If you are not satisfied with the outcome of your complaint, you may request a further review. A different member of the management team, who has not previously been involved, will reconsider the complaint, the investigation carried out and the response provided. They will decide whether the original outcome should be upheld, varied or reconsidered.

The decision following this further review will normally be our final position under this internal complaints procedure.

Customer responsibilities

To help us respond effectively to complaints, we ask customers to:

Raise concerns as soon as reasonably possible.

Provide clear and accurate information, including dates, times and specific details of the issue.

Allow a fair opportunity for us to investigate and resolve the matter.

Treat our staff with courtesy and respect throughout the process.

We reserve the right to bring the complaints process to a close if behaviour becomes abusive, threatening or unreasonable, while still considering any legitimate concerns raised.

Learning from complaints

Complaints are an important source of feedback that help us improve our cleaning services for homes and businesses. We regularly review complaint information to identify patterns, training needs and opportunities for improvement in our procedures, staff support and quality checks across the areas we serve.

By following this complaints procedure, Shepherds Bush Cleaner aims to maintain high standards of service, address any issues quickly and fairly, and build long-term trust with our customers.