Islington Cleaner Complaints Procedure

Islington Cleaner is committed to delivering reliable and professional cleaning services. We understand that, on occasion, clients may feel that the service provided has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and see them as an opportunity to learn and improve our services. Our aims are to make it easy for you to tell us when something has gone wrong, to respond promptly and fairly, and to put things right wherever possible. We will always handle your complaint with courtesy, confidentiality, and without discrimination.

What This Procedure Covers

This procedure covers complaints about the quality of cleaning services, conduct or behaviour of cleaning staff, punctuality or reliability of visits, communication issues with our office or team, and administrative matters such as bookings and invoicing. It is designed for clients who have used, or are using, our cleaning services in our usual service area.

Informal Resolution

Many issues can be resolved quickly and informally. If you are unhappy with any aspect of our service, we encourage you to raise it as soon as possible, ideally within one working day of the problem arising. You can explain the issue to the member of staff you usually deal with or to your regular cleaner if it relates to the work carried out at your property.

We will do our best to resolve the matter immediately or within a short timeframe. This may include arranging a re-clean of the affected area, clarifying what was agreed in your booking, or offering practical solutions to prevent similar issues in future.

How to Make a Formal Complaint

If your concern cannot be resolved informally, or if you prefer to use a more structured process, you may raise a formal complaint. When making a formal complaint, please provide your full name, the address where the cleaning took place, the date and time of the service, a clear description of what went wrong, and any relevant photographs or other supporting information.

We encourage you to make your complaint as soon as reasonably possible after the issue occurs. This helps us investigate effectively and provide an accurate response.

Acknowledgement and Timeframes

Once we receive your formal complaint, we will acknowledge it within a reasonable time. In most cases, this will be within three working days. The acknowledgement will confirm that we are investigating your complaint and may request any additional information we need.

We aim to provide a full response to your complaint within ten working days of acknowledgement. If the matter is complex and we require more time, we will inform you of the reason for the delay and provide an updated expected response date.

How We Investigate Complaints

Our investigation will be carried out by an appropriate member of our management team who was not directly involved in the incident wherever possible. The investigation may involve reviewing booking details and internal records, speaking to the cleaner or team members involved, considering any photographs or evidence provided by you, and, if needed, requesting clarification from you to ensure we fully understand your concerns.

We will approach the investigation with an open mind and will consider all information available before reaching a conclusion.

Our Response and Possible Outcomes

After completing our investigation, we will provide you with a clear written response setting out the outcome of your complaint, any findings from our investigation, and the reasons for the decision. Where your complaint is upheld in full or in part, we will also explain what we will do to put things right.

Depending on the circumstances, possible outcomes may include an apology, arranging a re-clean of specific areas, offering a partial or full service credit, adjusting how we deliver your future cleans, or taking internal action in relation to staff training, supervision, or procedures.

Escalation if You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may request that it be reviewed. Your request for review should explain why you remain dissatisfied and what you would like us to reconsider. A more senior member of our team, who was not involved in the original investigation, will examine the handling of your complaint and the original decision.

Following this review, we will provide a final written response explaining whether the original decision is upheld or varied and the reasons for this. Once this stage is complete, our internal complaints process will normally be considered exhausted.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared within our company where necessary to investigate and respond to your concerns or to improve our services. We will handle any personal data provided in accordance with applicable data protection requirements and our internal policies.

Recording and Using Complaints to Improve Our Service

We keep records of the complaints we receive, the steps taken to investigate them, and the outcomes reached. This helps us identify patterns, address recurring issues, and improve training, supervision, and procedures. By reviewing these records regularly, we aim to continually enhance the quality and reliability of our cleaning services across our service area.

Accessibility and Reasonable Adjustments

We want this Complaints Procedure to be accessible to all clients. If you require assistance in raising a complaint or need adjustments to the way we communicate with you, please let us know. We will make reasonable efforts to accommodate your needs so that you can fully explain your concerns and receive a clear response.

Review of This Complaints Procedure

Islington Cleaner may review and update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or legal requirements. The version in force at the time you raise your complaint will apply to the handling of that complaint.