Complaints Procedure for Cleaners Richmond Clients

Cleaners Richmond is committed to providing reliable, high-quality cleaning services throughout the local area. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at every stage.

Our Commitment to Handling Complaints

We treat every complaint seriously and view feedback as an opportunity to improve our cleaning services. Our aims when dealing with any complaint are to:

Listen carefully to your concerns and understand what went wrong.

Provide a clear and timely response.

Resolve the issue fairly and, where possible, to your satisfaction.

Use what we learn to prevent similar issues arising in future.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or our processes, where you expect a response or some form of resolution. This may relate to domestic or commercial cleaning, regular or one-off visits, end of tenancy cleaning, or any other service we provide in the Richmond area and surrounding districts.

How to Make a Complaint

You can make a complaint verbally or in writing. You may contact us through our usual customer communication channels outlined in your booking confirmation or service agreement. When raising a complaint, please provide the following details to help us investigate efficiently:

Your full name and the address where the cleaning service was carried out.

The date and approximate time of the service and, if known, the name of the cleaner or team involved.

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

Any relevant photographs or evidence, particularly for service quality or damage concerns.

Complaints Raised on the Day of Service

Where possible, please raise any issues with the cleaner or team leader while they are still on site. Many problems can be resolved immediately by revisiting a specific area or clarifying your expectations. If the matter cannot be resolved on site, or you do not feel comfortable addressing it directly, you should contact our office as soon as possible after the visit.

Time Limits for Raising a Complaint

To allow us to investigate properly and take corrective action, we ask that you report any complaint about service quality within 48 hours of the cleaning appointment. For issues relating to billing or administration, please raise your concern as soon as you become aware of it. For damage or loss, please notify us promptly once you notice the issue so we can review the circumstances and any relevant insurance provisions.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a structured process:

Acknowledgement. We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will tell you who is responsible for handling your case.

Initial Assessment. We will review the information you have provided and may contact you for further clarification or evidence.

Investigation. We will speak with any staff involved, review schedules, job notes, and any related records. For quality-related concerns, we may request photographs or arrange a follow-up visit to inspect the property.

Response. Once the investigation is complete, we will explain our findings and any action we propose to take.

Response Times

We aim to respond to all complaints as quickly as possible. While timescales can vary depending on the complexity of the issue, our general targets are:

To acknowledge your complaint within a reasonable period of receiving it.

To provide a full response or update after the initial review and investigation.

If we cannot complete our investigation within a reasonable timeframe, we will keep you informed of the progress and explain any delays.

Possible Outcomes and Resolutions

Our goal is to reach a fair and proportionate outcome based on the evidence available. Depending on the nature of the complaint, possible resolutions may include:

A return visit to re-clean areas that did not meet the agreed standard.

A partial or full refund where appropriate.

A credit towards a future cleaning appointment.

Corrective action, such as additional training or supervision for staff.

An explanation or clarification where a misunderstanding has occurred.

All resolutions are considered on a case-by-case basis, taking into account the terms of your booking and the outcome of our investigation.

Complaints About Damage or Loss

If you believe that our cleaners have caused damage or loss at your property, please notify us at the earliest opportunity and provide:

Clear photographs of the damage where possible.

Details of the item, its approximate age, and estimated value.

A description of when and how you believe the damage or loss occurred.

We will investigate the incident, speak with the staff involved, and review any relevant records. Where there is evidence that our team is at fault, we will consider appropriate remedies in line with our terms and any applicable insurance arrangements.

Escalating Your Complaint

If you are unhappy with the initial outcome, you can request that your complaint be reviewed by a senior member of our management team. When requesting an escalation, please explain why you are dissatisfied with the original response and what you would consider to be a fair resolution. We will reassess your complaint and provide a further written or verbal response.

Your Responsibilities as a Customer

To help us resolve complaints fairly and promptly, we ask that you:

Provide accurate and complete information when making a complaint.

Allow us reasonable access to the property, where required, to inspect any issues.

Communicate with our staff and management respectfully and calmly.

Follow any reasonable instructions given to assist with investigation or resolution.

Confidentiality and Data Protection

All complaints are handled in confidence. We will only share details internally with staff who need the information to investigate and resolve the matter. Any personal data you provide will be managed in line with our data protection responsibilities and used solely for the purpose of dealing with your complaint and improving our services.

Continuous Improvement

We regularly review complaints, feedback, and suggestions from customers across the Richmond area to identify patterns and areas for improvement. Outcomes from complaints may lead to updates in staff training, cleaning checklists, supervision procedures, or customer communication. By following this complaints procedure, we aim to ensure that any concerns are addressed fairly, transparently, and efficiently, and that Cleaners Richmond continues to deliver a dependable cleaning service to all our clients.