Complaints Procedure

West Kensington Cleaner Complaints Procedure

West Kensington Cleaner is committed to providing reliable and consistent cleaning services for residential and commercial clients. We understand 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 each stage of the process.

Our Commitment to Resolving Complaints

We treat every complaint seriously and see feedback as an opportunity to improve our services. Our aims are to acknowledge your concerns promptly, investigate fairly and thoroughly, keep you informed throughout, and provide a clear outcome and, where appropriate, a practical remedy.

We handle all complaints confidentially and respectfully. Your feedback will never be used to disadvantage you as a customer, and it will not affect any ongoing or future services you choose to book with us.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our booking process, or our communication, where you would like a response or resolution. Examples include missed or incomplete cleaning tasks, lateness or non-attendance for an appointment, concerns about conduct or professionalism, disagreement about charges or invoices, or dissatisfaction with how a previous concern was handled.

If you are raising a minor issue that can be corrected during a visit, you are always encouraged to speak to us informally first. However, if you are not satisfied with the informal response, or if the matter is more serious, you should follow the formal complaints procedure below.

How to Make a Complaint

You can make a complaint in writing using our usual contact methods listed on our website. Written complaints help us to keep an accurate record of your concerns and ensure that nothing is overlooked.

When submitting a complaint, please provide the following information so that we can investigate effectively: your full name, the address where the cleaning service was provided, the date and approximate time of the service, a clear description of the issue or event, any relevant photographs or notes, and how you would like us to put things right where possible.

If you are unable to provide all of this information, you should still contact us. We will do our best to investigate based on the details you can give.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal log and assign it to a responsible person for review. We aim to acknowledge your complaint within a reasonable timeframe, confirming that it has been received and is under investigation.

During this stage, we may contact you to clarify any details if needed. Clear information at the outset allows us to address your concerns more quickly and accurately.

Stage Two: Investigation and Response

The person handling your complaint will review all relevant records, including booking details, cleaning checklists, staff notes, and any communication linked to the service. Where appropriate, we may speak to the cleaners involved and any supervisors or coordinators responsible for managing your booking.

After the investigation, we will provide you with a written response. This will normally include a summary of your complaint, an explanation of our findings, any contributing factors that we have identified, and the outcome of the complaint and any actions we will take.

Where we have made a mistake or fallen short of our standards, we will apologise and aim to offer a fair and proportionate resolution. This may include rectifying issues during a follow up visit, reviewing and improving our procedures, providing staff training, or other suitable remedial steps.

Stage Three: Escalation and Further Review

If you are not satisfied with the outcome of the initial investigation, you may request an escalation. Your complaint will then be reviewed by a more senior member of our management team who was not directly involved in the original handling of the case.

At this stage, we will re-examine the information, consider any additional evidence you wish to provide, and review whether our procedures were followed fairly. We will then issue a final written response, setting out our position and confirming any further actions we may take.

Timeframes for Handling Complaints

We aim to handle complaints as promptly as possible while allowing enough time for a fair investigation. Response times may vary depending on the complexity of the issues involved, but our general approach is to acknowledge your complaint within a reasonable period, carry out an investigation without unnecessary delay, and keep you updated if more time is required.

If we cannot provide a full response within a normal expected time, we will inform you, explain the reason for the delay, and let you know when you can expect a further update or a final decision.

Fairness, Confidentiality and Data Handling

All complaints are handled with fairness and respect. We will not discriminate against you for raising a concern or exercising your right to complain about our services.

We keep records of complaints and outcomes securely, in line with our data handling and privacy practices. Information about your complaint will only be shared internally with those who need it to investigate and resolve your concerns or to improve our services. We do not disclose personal information to third parties in relation to complaints unless required to do so by law.

Using Feedback to Improve Our Cleaning Services

Your feedback is a valuable part of how we maintain and enhance the quality of our cleaning services in West Kensington and surrounding areas. We review complaint records periodically to identify patterns, training needs, and opportunities to refine our procedures, checklists, and quality controls.

By following this complaints procedure, we aim not only to resolve individual issues but also to ensure that our services remain consistent, dependable and aligned with the expectations of our customers.

Policy Review and Updates

This complaints procedure is reviewed regularly to ensure that it remains clear, effective and appropriate to the size and nature of our cleaning business. We may update this procedure from time to time to reflect changes in our internal processes or applicable guidance. The most current version will always be available on our website.

If you have any questions about this procedure or how it applies to your situation, you are welcome to contact us using the contact details published on our site.