Complaints Procedure for Cleaners Camberwell Customers

Cleaners Camberwell is committed to providing reliable, high‑quality cleaning services and to dealing with any concerns in a fair, transparent and timely manner. This complaints procedure explains how you can raise an issue, what you can expect from us, and how we will work with you to reach a satisfactory outcome.

1. Purpose and Scope of This Procedure

This procedure applies to all domestic and commercial customers who use our cleaning services in and around the Camberwell area. It covers complaints about the standard of cleaning, conduct of staff, punctuality, communication, and any other aspect of the service we provide.

We treat all complaints seriously, whether they are minor concerns about a single clean or ongoing issues. Our aim is to resolve matters quickly, learn from feedback and continuously improve our services.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services where you would like a response or resolution. Examples include:

Unsatisfactory quality of cleaning, such as missed areas or inadequate attention to detail.

Damage or breakage to property allegedly caused during a cleaning visit.

Cleaner arriving significantly late or not attending an agreed appointment.

Concerns about the behaviour, attitude or professionalism of our staff.

Disagreement about charges, invoicing or payments related to our services.

If you are unsure whether your concern counts as a complaint, you are encouraged to raise it with us and we will guide you through the next steps.

3. How to Raise a Complaint

You can raise a complaint in writing or verbally. Written complaints are preferred, as they allow us to capture full details and reduce the chance of misunderstanding. When contacting us, please include:

Your full name and, if applicable, business name.

The service address where the cleaning took place.

The date and approximate time of the relevant visit.

A clear description of what went wrong, including specific rooms, items or areas affected.

Any supporting information, such as photographs or notes about conversations with staff.

Whether you would prefer a call or written response.

Please contact us as soon as possible after the issue arises, and no later than 7 days after the visit in question where the complaint relates to the standard of cleaning. This helps us investigate while details are still fresh and, where relevant, while our team still remembers the work carried out.

4. Our Complaint Handling Stages

We follow a clear, step‑by‑step process for every complaint we receive.

Stage 1: Acknowledgement

We aim to acknowledge your complaint promptly. In most cases this will be on the same working day, and always within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and who will be responsible for handling it.

Stage 2: Investigation

Your complaint will be reviewed by a supervisor or manager who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing work schedules, job notes and any photographs we hold.

Speaking to the cleaners or supervisors who attended the property.

Comparing the work carried out with the agreed booking details or checklist.

Assessing any evidence you have provided.

During this stage we may contact you for further information or clarification. This helps ensure that we fully understand your concerns and expectations.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide a clear outcome. Our response will include:

A summary of the issue as we understand it.

Details of the investigation steps taken.

Our findings and, where appropriate, an apology.

Any proposed remedy or corrective action.

Where the complaint is upheld in full or in part, possible resolutions may include a re‑clean of specific areas, service credits, an adjustment to your invoice or other reasonable solutions based on the circumstances.

5. Timeframes for Handling Complaints

We aim to resolve most complaints within 5 to 10 working days, depending on the complexity of the issue and the availability of relevant staff. If we need more time, we will keep you informed, explain the reason for the delay and give an updated timescale for our response.

Urgent matters, such as health and safety concerns or significant property damage, will be prioritised and handled as quickly as reasonably possible.

6. Escalating Your Complaint

If you are not satisfied with the initial outcome, you can ask for your complaint to be reviewed by a senior manager. When requesting escalation, please explain why you disagree with the outcome and what resolution you are seeking.

The senior manager will re‑examine the complaint, including all previous correspondence and evidence, and may contact you to discuss the matter. After this review, we will provide a final written response outlining our position and any further steps we are prepared to take.

7. Your Responsibilities When Making a Complaint

To help us deal with your complaint effectively, we ask that you:

Raise concerns as soon as possible after the issue occurs.

Provide accurate, clear and complete information.

Allow our team safe and reasonable access to the property if a re‑inspection or re‑clean is required.

Treat our staff courteously and respectfully at all times.

We reserve the right to end communication where behaviour is abusive, threatening or unreasonable, while still considering the substance of the complaint where possible.

8. Learning From Complaints

Complaints are an important source of feedback and help us improve our cleaning services across the local area. We regularly review complaint trends to identify training needs, update our procedures, and refine our quality control checks. Where changes are made as a result of complaints, we record them so that we can continually raise our service standards.

9. Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and resolve your complaint. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.

10. Policy Review

This complaints procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the cleaning services we provide. Any updates will apply to future complaints and to ongoing matters where reasonable and fair to do so.

By setting out this complaints procedure, Cleaners Camberwell aims to give every customer confidence that their concerns will be heard, investigated properly and handled with professionalism and care.