Complaints Procedure for Cleaners Balham Customers

This Complaints Procedure explains how customers of Cleaners Balham can raise concerns or complaints about our cleaning services, and how we will respond. We aim to resolve all issues fairly, promptly, and transparently, ensuring a consistently reliable service across our local area.

Our Commitment to Handling Complaints

Cleaners Balham is committed to dealing with every complaint professionally and with respect. We recognise that feedback, including complaints, is an important part of improving our domestic and commercial cleaning services. All complaints are taken seriously, investigated impartially, and treated in confidence as far as reasonably possible.

We will always aim to:

Listen carefully to your concerns, understand the issue, and clarify the outcome you are seeking.

Respond within clear timeframes and keep you updated if additional time is needed.

Offer a fair resolution where a service has not met the agreed standard.

Use your feedback to review and improve our processes, staff training, and quality control.

What This Procedure Covers

This Complaints Procedure applies to all customers using Cleaners Balham for regular, one-off, end of tenancy, office, or specialist cleaning services. It covers issues such as:

Quality of cleaning or missed areas.

Conduct, punctuality, or behaviour of cleaning staff.

Damage to property or possessions allegedly caused during cleaning.

Administrative errors such as scheduling, invoicing, or access arrangements.

Health and safety concerns linked to our work on your premises.

If you are unsure whether your concern is covered, you may still raise it and we will advise how it will be handled.

How to Raise a Complaint

We encourage you to raise any concern as soon as possible after the issue occurs or is noticed, so that we can investigate effectively. Please provide as much detail as you can, including dates, times, the type of service, and any supporting information such as photos of missed areas or alleged damage.

You can make a complaint in one of the following ways:

Verbally, by speaking to a supervisor or representative of Cleaners Balham during or after a visit.

In writing, by sending a detailed description of your complaint through your usual contact method with our office.

If you raise a complaint verbally, we may ask you to confirm it in writing if the matter is complex, involves potential damage, or requires a more formal investigation.

Information We Need From You

To help us investigate quickly and thoroughly, please include the following details where relevant:

Your full name and the address where the cleaning service was provided.

The date and approximate time of the service.

The names of any staff members involved, if known.

A clear description of what went wrong and how it has affected you.

Any evidence that supports your complaint, such as photographs or notes.

Your preferred outcome or what you feel would be a fair resolution.

Our Complaints Handling Stages

We aim to resolve most issues informally and as quickly as possible. However, where a more formal process is needed, the following stages will apply.

Stage One: Initial Response

Once your complaint has been received by Cleaners Balham, we will acknowledge it within a reasonable period of time. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.

Where possible, the member of staff who first receives your complaint will attempt to resolve it immediately. If the issue is straightforward, such as a minor omission in cleaning, we may offer a prompt remedy such as a re-clean of the affected area or an agreed adjustment to your service.

Stage Two: Investigation

If your complaint cannot be resolved at Stage One, it will be referred for a fuller investigation. This may involve speaking to the cleaners who attended, reviewing schedules and checklists, and examining any evidence you have provided.

During the investigation we may contact you for further information or clarification. We will aim to complete this stage within a reasonable timeframe, depending on the complexity of the matter and the availability of any involved parties.

Stage Three: Outcome and Resolution

Following the investigation, we will provide you with a clear and reasoned response. This will set out:

What we have understood your complaint to be.

What we have investigated and the findings.

Whether your complaint is upheld in full, upheld in part, or not upheld.

Any actions we propose to put things right, such as a re-clean, partial refund where appropriate, remedial work, staff training, or changes to our procedures.

We will also inform you of any learning or service improvements we will make as a result of your feedback, where applicable.

Escalating Your Complaint

If you are dissatisfied with the outcome at Stage Three, you may request that your complaint be reviewed by a more senior representative within Cleaners Balham. When you do this, please explain why you remain unhappy and what you believe has not been properly addressed.

The senior reviewer will consider the handling and outcome of your complaint, review any additional information, and provide a final response. This will normally conclude our internal complaints process.

Time Limits for Raising Complaints

To ensure a fair and effective investigation, we ask that complaints about a particular cleaning visit are raised as soon as reasonably possible, and preferably within a short time of the service being completed. Complaints raised after a significant delay may be more difficult to verify or remedy, especially where further cleaning or other works have taken place after our visit.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information you provide will only be shared with staff who need it to investigate and resolve the issue. Any personal data will be processed in line with our privacy practices and applicable data protection requirements.

Unreasonable or Vexatious Complaints

While we are committed to dealing with all complaints fairly, Cleaners Balham reserves the right to restrict or refuse communication where a complaint is pursued in an unreasonable, abusive, or vexatious manner. In such cases, we will clearly explain our decision and any limits placed on further contact.

Continuous Improvement

We use information from complaints to monitor the quality of our cleaning services in the Balham area and to support ongoing staff training and development. Your feedback helps us raise standards and maintain a professional, reliable cleaning service for all customers.

Review of This 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 services, internal processes, or legal obligations.