Cleaner Notting Hill Complaints Procedure

Cleaner Notting Hill is committed to providing reliable, high quality cleaning services. 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 what you can expect from us at every stage.

Our Commitment to You

We aim to resolve all complaints fairly, consistently and as quickly as possible. Every complaint is treated as an opportunity to review our processes, improve our services, and strengthen the trust our customers place in us.

We will always:

Listen carefully to your experience and concerns.

Treat you with respect and courtesy at all times.

Investigate your complaint impartially and thoroughly.

Explain our findings and any actions we will take.

Use the outcome to help prevent similar issues in the future.

What This Procedure Covers

This Complaints Procedure applies to all domestic and commercial cleaning services provided by Cleaner Notting Hill, including but not limited to regular housekeeping, end of tenancy cleaning, deep cleaning and one off cleaning visits.

You may use this procedure to raise concerns about:

The quality of cleaning delivered.

Conduct, behaviour or professionalism of cleaning operatives.

Damage to property or possessions during a visit.

Reliability, punctuality or missed appointments.

Administration, bookings, invoicing or payments.

Any other aspect of our cleaning service that has not met your expectations.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us deal with your concern efficiently, please provide the following information where possible:

Your full name and, if applicable, your business name.

The address where the cleaning service was carried out.

The date and approximate time of the service.

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

Any relevant photographs or supporting information you wish to share.

If you raise your concern during or immediately after a visit, our aim is to resolve the issue on the spot wherever possible. If immediate resolution is not possible, your complaint will follow the formal stages set out below.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a member of our management team for review. We will acknowledge your complaint and confirm that it is being investigated.

In most cases, we aim to acknowledge your complaint within a reasonable time frame and will let you know if we need any further information from you to proceed.

Stage Two: Investigation

We will then carry out a thorough investigation of your complaint. This may include:

Reviewing booking records and service notes.

Speaking with the cleaning operatives involved.

Reviewing any relevant photographs or evidence you have provided.

Visiting the property, if appropriate and agreed with you, to assess the situation.

Our goal is to gain a clear understanding of what happened, identify any service failures, and determine the most appropriate resolution.

Stage Three: Response and Resolution

After completing our investigation, we will contact you with our findings and proposed resolution. Depending on the nature of your complaint, this may include one or more of the following:

A sincere apology and explanation of what went wrong.

A re clean or corrective visit to address any missed or unsatisfactory areas.

A partial or full refund, where this is appropriate and justified.

Amendments to your ongoing cleaning schedule or service specification.

Internal staff training or procedural changes to prevent recurrence.

We aim to resolve most complaints within a reasonable period. If we need more time to investigate, we will let you know and keep you updated on progress.

Stage Four: Further Review

If you are not satisfied with our initial response, you may request a further review. Your complaint will then be escalated to a senior member of our management team who was not directly involved in the original investigation.

The senior reviewer will reconsider your complaint, review the evidence and the initial decision, and decide whether any additional steps are required. We will then provide you with a final written response setting out our conclusions and any further actions we will take.

Time Limits for Raising a Complaint

We encourage customers to raise any concerns as soon as possible after the service, ideally within a short period. This enables us to investigate effectively while details are still fresh and, where needed, to revisit the property while conditions are unchanged.

While we will always consider any complaint made in good faith, delays in reporting may limit the options available for investigation and resolution.

Your Responsibilities

To ensure we can deal with your complaint efficiently and fairly, we ask that you:

Provide accurate, complete information about the issue.

Treat our staff and cleaning operatives with respect and courtesy.

Allow reasonable access to the property if a re visit or inspection is required.

Respond to any follow up questions that may help us investigate.

We reserve the right to end communication if a customer behaves in an abusive, threatening or discriminatory manner towards our staff.

Using Complaints to Improve Our Services

Every complaint we receive is logged and reviewed to identify patterns and areas for improvement. We may use feedback to update our training programmes, refine our cleaning checklists, adjust staff supervision and improve our communication with customers.

By following this Complaints Procedure, we aim to ensure that any concerns about our cleaning services are handled transparently, consistently and with genuine commitment to putting things right wherever we can.

Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains effective, fair and in line with our values as a professional cleaning company. Any significant changes will apply to future complaints and will not affect your statutory rights.