Cleaner Shoreditch Complaints Procedure

Cleaner Shoreditch is committed to delivering reliable, professional cleaning services and to resolving any problems quickly and fairly. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect throughout the process.

Our Commitment to You

We aim to provide a consistently high standard of service. If something goes wrong, we want to hear about it so we can put things right and improve our service. Every complaint is taken seriously, handled with respect, and used as an opportunity to learn and prevent similar issues in the future.

We will always aim to:

Listen carefully to your concerns, investigate thoroughly, respond within reasonable timeframes, communicate clearly and politely, and offer fair outcomes where a complaint is upheld.

What This Procedure Covers

This procedure covers complaints and concerns relating to any of our cleaning services, including domestic cleaning, end of tenancy cleaning, office cleaning and commercial cleaning. It applies to issues such as the quality of cleaning, conduct, timekeeping, communication and adherence to agreed instructions.

This procedure is intended for clients of Cleaner Shoreditch. If you are a member of staff, contractor, or partner and wish to raise a concern, you may be referred to a separate internal process.

Informal Resolution

Many issues can be resolved quickly and informally. If you feel comfortable, please raise your concern as soon as possible with the member of staff on site or with the person who arranged your booking. Explain clearly what went wrong, when it happened and how you would like the issue to be resolved.

We encourage informal resolution because it is often the quickest and simplest way to put things right. If you are not satisfied with the informal outcome, or if the issue is serious, you can follow the formal complaints procedure below.

How to Make a Formal Complaint

If you wish to make a formal complaint, please set out your concerns clearly in writing. When doing so, please include the following information:

Your full name, your service address, the date of the service, a description of what went wrong, who was involved, any relevant dates and times, and what you would consider to be a reasonable resolution.

Providing clear details helps us investigate your complaint thoroughly and efficiently.

Timescales for Acknowledgement and Response

Once we receive your complaint in writing, we will aim to acknowledge it within a reasonable period of time. In this acknowledgement, we will confirm that we have received your complaint and may request any additional information needed to understand the issue properly.

We will then investigate the complaint. This may involve speaking with the staff or teams involved, reviewing any job notes, schedules, or checklists, and, where appropriate, inspecting the property or area that was cleaned. We will aim to provide a full response as soon as reasonably possible, taking into account the complexity of the complaint.

How We Investigate Complaints

Our investigation will be fair, impartial and proportionate to the seriousness of the issue. We will consider all available information, including your account, any staff statements, and relevant records. Where it is helpful, we may contact you to clarify details or to discuss your expectations.

Once the investigation is complete, we will explain our findings to you clearly. If the complaint is upheld, even in part, we will also explain what we will do to put things right and to prevent similar issues from arising in the future.

Possible Outcomes and Remedies

Where we find that the service you received did not meet our standards, we may offer one or more of the following, depending on the circumstances:

A sincere apology, a re-clean of the affected areas where appropriate, a partial or full adjustment to your invoice or account where justified, and changes to our processes, training or supervision to prevent recurrence.

Every complaint is considered on its own facts. We will always aim to reach an outcome that is fair, reasonable and proportionate.

If You Are Unhappy With the Outcome

If you are not satisfied with our response to your complaint, you may contact us again, explaining why you remain unhappy and providing any additional information you feel is relevant. We will review your concerns and, where appropriate, arrange for a more senior member of our team to re-examine the matter.

After this further review, we will provide you with a final response outlining our position.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information about your complaint will be shared only with those who need to know in order to investigate and resolve the issue or to improve our service. We will handle personal information in accordance with applicable data protection requirements.

Using Complaints to Improve Our Service

We recognise that complaints can highlight areas where our cleaning services or customer care can be improved. We regularly review complaints to identify trends, implement additional staff training where needed and refine our procedures and quality checks.

By following this complaints procedure, Cleaner Shoreditch aims to ensure that any issues are dealt with promptly, fairly and consistently, and that every client feels listened to and respected.