Complaints Procedure

Complaints Procedure For Cleaner Putney Clients

This complaints procedure explains how Cleaner Putney handles concerns and complaints about our domestic and commercial cleaning services. We aim to resolve issues quickly, fairly, and in a way that helps us continually improve the quality and reliability of our cleaning work.

Our Commitment To Handling Complaints

We take all complaints seriously, whether they relate to cleaning quality, conduct of team members, timing of visits, security of property, or administration such as bookings and payments. Our goals when a complaint is raised are to:

Listen carefully and record the details accurately.

Respond in a timely and professional manner.

Offer clear explanations and, where appropriate, practical resolutions or corrective action.

Use the feedback to improve our services, staff training, and internal processes.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, whether made verbally or in writing, where a customer expects a response or resolution. Examples include:

Cleaning tasks that were missed or not completed to the expected standard.

Damage or suspected damage to property during a visit.

Concerns about the behaviour, attitude, or professionalism of cleaning staff.

Issues related to punctuality, no-shows, or repeated rescheduling.

Disagreements about quotes, invoices, or payment arrangements.

How To Make A Complaint

You can raise a complaint in the way that is most convenient for you. You may choose to:

Speak directly to your regular cleaner about a minor service issue.

Contact our office to discuss any concern in more detail.

Submit your complaint in writing so there is a clear record of the issue.

When making a complaint, please provide the following information to help us investigate efficiently:

Your full name and the address where the cleaning took place.

The date and approximate time of the appointment or incident.

A clear description of the problem, including any relevant room or item.

Any photographs or notes you may have, for example of damage or missed areas.

How you would ideally like the matter to be resolved, for example a re-clean or explanation.

Informal Resolution

For straightforward issues, we will always try to resolve your complaint informally and as quickly as possible, often at the first point of contact. Informal solutions may include:

A prompt apology and explanation.

Arranging a re-clean of specific areas.

Clarifying what is or is not included in your cleaning package.

If you are satisfied with the outcome, the matter will be closed and recorded internally for monitoring and training purposes.

Formal Complaints Process

If your concern cannot be resolved informally, or you would prefer a more structured review, you may request that your complaint is handled as a formal complaint.

Once a formal complaint is received:

We will acknowledge your complaint and confirm that it is being treated formally.

We will review your account details, past visits, and any relevant notes or communications.

We may contact you to clarify points, request further information, or discuss the impact of the issue.

We may speak with the cleaning team involved and, where appropriate, conduct an internal inspection or review of procedures.

Response Times

We aim to acknowledge complaints as promptly as possible. Our target is to provide a full response within a reasonable timeframe, depending on the nature and seriousness of the issue. More complex matters, such as alleged damage or repeated service failures, may require additional time for a thorough investigation. Where this is the case, we will keep you informed of progress and expected timescales.

Possible Outcomes And Remedies

After completing our investigation, we will provide a clear explanation of our findings and any actions we propose to take. Possible outcomes may include:

A re-clean or additional cleaning visit focused on specific areas of concern.

A partial or full adjustment to an invoice, where appropriate.

An apology and assurance that measures have been taken to prevent recurrence.

Changes to your regular cleaning plan or cleaner allocation.

Targeted training or guidance for the staff member involved.

Each complaint is assessed on its own facts. Any remedy offered will be proportionate to the issue and consistent with our service terms.

Appealing A Decision

If you are not satisfied with the outcome of your complaint, you may ask for a further review. In that case, a more senior member of our management team will revisit the details of the complaint, the investigation, and the outcome. They may speak with you directly to ensure they fully understand your concerns before confirming a final position.

Confidentiality And Data Protection

All complaints are handled with respect and discretion. Information is only shared internally with those who need it to investigate and resolve the matter. We handle all personal data in line with our privacy commitments and applicable data protection requirements. Records of complaints are retained for an appropriate period to help us monitor service quality and address any recurring issues.

Using Feedback To Improve Our Cleaning Services

Your feedback, including complaints, is essential to helping Cleaner Putney maintain and improve standards across our domestic and commercial cleaning services. We regularly review complaint data to identify patterns, training needs, and process changes that can improve reliability, consistency, and customer experience throughout our service area.

Professional Conduct And Staff Standards

We expect all cleaners and office staff to act professionally and courteously at all times, to respect your property, and to follow agreed schedules and instructions. Where a complaint highlights unacceptable conduct or serious performance issues, we will take appropriate action, which may include additional supervision, retraining, or disciplinary steps in line with our internal policies.

Monitoring And Reviewing This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Updates may be made to reflect changes in our services, internal processes, or relevant regulations. By continuing to use our services, you acknowledge that this is the current version of our complaints process at the time of your booking or visit.