Complaints Procedure for Richmond upon Thames Cleaner

This complaints procedure explains how clients of our cleaning services in and around Richmond upon Thames can raise concerns, how those concerns will be handled, and the timeframes you can expect. Our aim is to resolve any issues promptly, fairly and transparently, while continuously improving the quality of our cleaning services.

Our Commitment to Handling Complaints

We recognise that, despite careful planning and high standards, things can occasionally go wrong. When this happens, we want to know about it straight away so that we can put things right and prevent a repeat. Every complaint is taken seriously and handled in a respectful, confidential and non-discriminatory manner.

We are committed to

Listening carefully to what you tell us and treating your concerns with respect.

Responding within clear and reasonable timescales.

Offering practical solutions where possible to address the issue.

Using feedback to improve our domestic and commercial cleaning services across our service areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or any aspect of your experience with our company, where you would like a response or resolution.

Typical examples of complaints include

A scheduled cleaning visit did not take place as agreed.

Cleaning standards did not meet reasonable expectations.

Damage was caused during a visit, or items were moved without being returned properly.

Staff behaviour was considered unprofessional or inappropriate.

There were issues with booking, communication, or invoicing relating to your Richmond upon Thames cleaning service.

How to Make a Complaint

You can raise a complaint in any way that is convenient for you. To help us investigate your concerns as quickly and effectively as possible, please provide

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

The date and approximate time of the incident or visit.

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

Any relevant supporting details, such as photos of missed areas or damage.

Whether this is a first-time issue or something that has occurred before.

We encourage you to raise any concerns as soon as possible after the event so that details remain clear and we can address matters promptly.

Stage One Informal Resolution

Wherever appropriate, we aim to resolve complaints at the earliest opportunity and at the most direct level.

In the first instance, you may raise your concern with the cleaner attending your property or with the person who coordinated your booking. Many issues can be resolved quickly on the spot, such as asking the cleaner to revisit missed areas, clarifying what is included in the service, or adjusting future visits.

If you are not satisfied with the informal response, or if the matter is more serious, you may escalate your complaint for formal review.

Stage Two Formal Complaint Review

When a complaint is treated as formal, it is logged and passed to a senior member of staff or manager for investigation.

On receipt of a formal complaint we will

Acknowledge your complaint within a reasonable timeframe, normally within a few working days.

Review the information you have provided, including any photos or notes.

Speak with the cleaner or relevant team members involved.

Check any relevant records, such as booking details, checklists and visit notes.

We may contact you if we need more information or clarification. Once the investigation is complete, we will respond to you with our findings and any proposed actions.

Timeframes for Response

We aim to resolve most complaints as quickly as possible. While exact timescales can vary depending on the complexity of the matter, our general approach is

Acknowledgement of your formal complaint within a few working days.

Initial investigation and response typically within ten working days where possible.

For more complex matters, we will keep you informed of progress and provide an estimated timeframe for a full response.

If we are unable to meet these indicative timescales, we will explain the reason and let you know when you can expect an update.

Possible Outcomes and Resolutions

After investigating your complaint, we will explain what we have found and, where appropriate, propose one or more of the following

A clear explanation or apology where service fell below the standard we aim to provide.

A return visit to re-clean specified areas that were missed or not completed to an acceptable standard.

Practical steps to prevent the issue happening again at your property or for other clients.

A review of internal procedures, staff training or supervision where needed.

Any other reasonable and proportionate remedy, depending on the circumstances and in line with our terms of service.

Escalation of Unresolved Complaints

If you feel that your complaint has not been addressed fairly or fully after our formal review, you may request that it is escalated for a further internal review by a more senior manager or director.

When asking for escalation, please explain why you are dissatisfied with the outcome of the formal stage and highlight any information you believe has not been considered. We will carry out a fresh review of the case and provide a final internal response.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information about your complaint is shared only with those who need it to investigate and respond. We store and process complaint information in line with applicable data protection principles and our privacy practices.

Using Complaints to Improve Our Cleaning Services

Feedback from clients in Richmond upon Thames and surrounding areas is essential to helping us improve. We record and monitor complaints to identify recurring issues and trends. This may lead to changes in staff training, cleaning checklists, supervision, scheduling, or communication methods so that we can provide more reliable and consistent cleaning services to all clients.

By following this complaints procedure, we aim to deal with every concern in a way that is fair, timely and focused on putting things right wherever we can.