Cleaner Greenwich Complaints Procedure

Cleaner Greenwich is committed to providing a reliable and professional cleaning service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and efficiently.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all clients a clear and straightforward way to tell us when something has gone wrong with their cleaning service. It also helps us monitor and improve our standards, staff training, and overall customer experience.

This procedure applies to all services provided by Cleaner Greenwich to domestic and commercial clients. It covers concerns about quality of work, conduct of cleaning staff, scheduling issues, and communication problems.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our cleaning services, the behaviour of our staff, or the way we have handled a previous concern. Complaints can be made by existing or former clients, or by someone acting on a client’s behalf with their permission.

We encourage you to raise issues as soon as possible after the service so that we can address them promptly and effectively.

How to Make a Complaint

You can make a complaint to Cleaner Greenwich verbally or in writing. Written complaints may be submitted by letter or through our online contact options on our website. When making a complaint, please provide:

The date of the cleaning service and the time if known.

The address where the service was carried out.

A clear description of what went wrong, including specific rooms, items, or areas of concern.

Any relevant photographs, where appropriate, to help us understand the issue.

Details of any conversations you have already had with our staff regarding the matter.

Including as much detail as possible will help us investigate your complaint thoroughly and respond effectively.

Initial Handling of Your Complaint

Upon receiving your complaint, we will acknowledge it as soon as reasonably possible. If you contact us during working hours, we will usually acknowledge your complaint the same day. Complaints received outside of working hours will typically be acknowledged on the next working day.

We aim to resolve straightforward issues immediately or within a short timeframe by discussing the matter with you and, where appropriate, the cleaners involved. Where the matter is more complex or requires further investigation, we will explain the steps we plan to take and provide an indicative timescale.

Investigation and Assessment

Each complaint is reviewed by a member of our management team. The investigation may include:

Reviewing your description of the issue and any supporting evidence.

Discussing the matter with the cleaning team or supervisor assigned to your property.

Checking our booking records, job notes, and any previous communication related to your service.

Where necessary, we may ask for additional information or clarification from you. We will handle all information you provide professionally and in line with our privacy practices.

Our Response and Resolution

Once we have completed our investigation, we will contact you to explain our findings and any steps we propose to resolve the matter. Depending on the nature of the complaint, possible outcomes may include:

A detailed explanation or clarification where there has been a misunderstanding.

Arranging a re-clean of specific areas that do not meet the agreed standard, where appropriate.

Offering a partial or full service adjustment where this is justified by the circumstances.

Implementing changes to our internal processes, quality checks, or staff training to reduce the risk of similar issues in future.

We aim to provide a full response within a reasonable timeframe, taking into account the complexity of the matter. If we need longer, we will let you know and keep you updated on progress.

If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may request that your case is reviewed by a senior member of our team. When doing so, please explain why you are unhappy with the initial response and what you feel would be a fair resolution.

The senior review will consider all available information and may contact you to discuss the complaint further. A final response will then be provided setting out our position and any further actions we can reasonably take.

Time Limits for Complaints

To ensure we can investigate issues effectively, we ask that complaints about a particular cleaning visit are raised as soon as possible and, ideally, within 48 hours of the service. Complaints raised after a longer period may be more difficult to verify and may limit the options available for resolution, although we will always do our best to be fair and reasonable.

Staff Conduct and Safety Concerns

Concerns about the conduct or behaviour of any Cleaner Greenwich staff member are treated with particular seriousness. These complaints will be escalated to management immediately and investigated in line with our internal disciplinary and safeguarding procedures.

If any issue involves potential health and safety risks or property damage, we encourage you to contact us without delay so that we can respond quickly and take appropriate action.

Using Complaints to Improve Our Service

Every complaint is an opportunity to improve. We record and monitor complaints to identify recurring issues, training needs, and areas where our cleaning processes or customer service can be strengthened. Trends and lessons learned are regularly reviewed by management so that we can continue to raise standards for all clients.

Confidentiality and Data Protection

All complaints are handled in a confidential manner. Information you provide will be used only for the purpose of investigating and resolving your complaint, and will be stored and processed in accordance with applicable data protection laws and our internal privacy practices.

Review of This Complaints Procedure

Cleaner Greenwich may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice. The most recent version will always apply to new complaints. We encourage clients to review this procedure periodically so they understand how to raise any concerns about their cleaning service.

Our aim is always to restore your confidence in our services and to ensure that your experience with Cleaner Greenwich remains positive, professional, and dependable.