Complaints Procedure for Wandsworth Cleaners
Wandsworth Cleaners is committed to providing reliable and professional cleaning services for homes and businesses. We recognise that, on occasion, you may feel that a service has not met your expectations. This Complaints Procedure sets out how you can raise a concern, how we will handle it, and what you can expect from us at every stage.
Scope of this Complaints Procedure
This procedure applies to complaints relating to any cleaning service provided by Wandsworth Cleaners, including regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, office and commercial cleaning, and specialist cleaning work. It covers issues such as service quality, conduct of cleaners, adherence to agreed schedules, and communication about bookings.
Our Commitment to You
We take all complaints seriously and use them as an opportunity to improve our services. When you raise a complaint, we will:
Listen carefully to your concerns and treat you with respect and fairness.
Acknowledge your complaint promptly and clearly.
Investigate what has happened in an objective and timely manner.
Provide a clear response, including explanation, apology where appropriate, and any agreed remedial action.
Use the outcome of complaints to enhance training, supervision, and service standards.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage you to raise concerns as soon as possible after the issue occurs, ideally within 48 hours of the cleaning visit, so that we can investigate while details are still fresh and, where appropriate, revisit the property.
Please include the following information where possible:
Your full name and the address where the cleaning took place.
The date and approximate time of the relevant cleaning service.
A clear description of what went wrong or did not meet your expectations.
Any supporting details, such as photos of missed areas or damage, and names of staff if known.
Your preferred outcome, for example a re-clean of specific areas or clarification on a particular point.
Stage One: Initial Informal Resolution
In many cases, issues can be resolved quickly and informally. We encourage you to contact us as soon as you notice a problem. Our team will aim to:
Review your concerns and check the details of the booking and service delivered.
Discuss the issue with you to ensure we fully understand what has happened.
Where appropriate, offer an immediate solution, which may include a re-clean of missed areas, clarification of the agreed scope of work, or an apology and explanation.
We aim to resolve most informal complaints within two working days, subject to access to the property and availability of staff. If you are not satisfied with the outcome at this stage, you may ask for your complaint to be handled formally.
Stage Two: Formal Written Complaint
If the issue cannot be resolved informally, or if the matter is more serious, you may submit a formal complaint in writing. Once received, we will:
Acknowledge your complaint within three working days.
Allocate a member of our management team to review the matter.
Examine job records, cleaning checklists, and any supporting evidence you provide.
Where relevant, speak with the cleaners and supervisors involved.
We aim to provide a written response within ten working days of acknowledging your complaint. If the investigation is likely to take longer, we will let you know and provide an updated timescale. Our response will explain our findings, any factors that contributed to the issue, and the steps we propose to put things right.
Possible Outcomes and Remedies
Depending on the nature and outcome of the investigation, we may offer one or more of the following:
A clear explanation of what occurred and why.
A sincere apology where we have fallen short of our standards.
A re-clean of specific areas or, where appropriate, a full session at no additional cost.
Service adjustments for future bookings to better reflect your requirements.
Internal actions, such as additional staff training, changes to procedures, or enhanced supervision.
Where damage is alleged, we will consider the circumstances, any applicable insurance cover, and our terms and conditions before confirming the outcome.
Escalation of Your Complaint
If you remain dissatisfied after receiving our formal response, you may request that your complaint be escalated for further review by a senior manager. You should do this within ten working days of our response, outlining why you are unhappy and what outcome you are seeking.
The senior manager will review the handling of your complaint, the evidence considered, and the decision made. They may contact you for further information or clarification. A final written response will then be issued, normally within ten working days. This will set out our final position on the matter.
Time Limits for Making a Complaint
To ensure that we can investigate effectively, we ask that complaints about the quality of cleaning are raised within 48 hours of the service. Complaints raised after this period may be more difficult to assess, but we will still consider them and advise what can reasonably be done.
Confidentiality and Data Protection
We treat all complaints in confidence and share details only with those who need the information to investigate and respond. Any personal data collected during the complaints process will be handled in line with our privacy practices and relevant data protection requirements.
Continuous Improvement
Your feedback, including complaints, is essential in helping us maintain and improve the quality of our domestic and commercial cleaning services. We record and review complaints regularly to identify patterns, address recurring issues, and update our training and operational procedures.
By following this Complaints Procedure, we aim to resolve problems fairly and promptly, restore your confidence in our services, and build long-term, trusting relationships with our clients.
