Complaints Procedure

Complaints Procedure for Cleaners Surrey Clients

This complaints procedure explains how customers of Cleaners Surrey can raise concerns about any aspect of our cleaning services and how we will manage, investigate, and resolve those concerns. We are committed to dealing with every complaint respectfully, fairly, and as quickly as reasonably possible.

Our Commitment to You

Cleaners Surrey aims to deliver professional and reliable cleaning services across the local area, including both domestic and commercial premises. If something goes wrong, we want to know about it so we can put matters right and improve our standards. We treat all complaints seriously and use them as an opportunity to learn and enhance our service.

We will always seek to:

Listen carefully to your concern, treat you with respect, and maintain confidentiality where appropriate.

Acknowledge your complaint promptly and explain the steps we will take to investigate it.

Handle your complaint in a fair, objective, and transparent way, without bias or discrimination.

Provide a clear response within reasonable timescales and keep you updated if more time is needed.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have handled a previous concern, where you would like a response or resolution. Examples may include:

A cleaning visit not meeting the agreed or expected standard.

Missed or significantly delayed appointments without reasonable explanation.

Concerns about the conduct, attitude, or behaviour of a cleaner.

Damage to property alleged to have occurred during a cleaning visit.

Problems with how your enquiry, booking, or previous complaint was handled.

You do not have to use specific wording or refer to this document for your concern to be treated as a complaint. If you tell us you are unhappy and would like us to respond, we will handle it under this procedure.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you, for example:

Speak directly to the cleaner on site, where appropriate, to resolve minor issues immediately.

Contact our office during business hours to discuss your concern with a member of the team.

Write to us, providing details of the issue, dates, location of the work, and any supporting information.

When making a complaint, please provide as much relevant information as you can, such as:

Your full name and, if applicable, business name.

The address where the cleaning took place.

The date and approximate time of the visit or incident.

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

Any photographs, notes, or other evidence that may help us understand the issue.

Stages of the Complaints Process

Stage 1: Informal Resolution

Whenever possible, we aim to resolve complaints informally and quickly. A member of our team will discuss the issue with you, gather initial information, and, where appropriate, offer a practical solution such as a re-clean of the affected area or other agreed remedy.

If you are satisfied with the outcome at this stage, we will record the details and treat the matter as resolved.

Stage 2: Formal Investigation

If your complaint cannot be resolved informally, or you request a more formal review, it will be escalated for investigation. A manager or designated complaints handler will:

Review all information you have provided.

Speak with the cleaner or team members involved.

Where relevant, review schedules, checklists, and internal records.

Consider whether any policies or procedures were not followed.

We will aim to provide a written or clearly documented response within a reasonable timeframe. If we need more time due to the complexity of the issue, we will inform you and explain the reason for any delay.

Stage 3: Further Review

If you remain dissatisfied after receiving our formal response, you may request a further review. At this stage, a senior member of the company, not previously involved in the case where possible, will reconsider the complaint and our initial decision.

They may contact you for additional information and may also speak again with staff or review additional records. Following this review, we will provide a final response, setting out our conclusions and any further actions we will take.

Possible Outcomes and Remedies

Depending on the circumstances, possible outcomes may include:

An explanation and, where appropriate, an apology.

A re-clean of the affected area or service at no additional cost.

Adjustments to upcoming services, schedules, or staffing.

Internal training or corrective measures to prevent recurrence.

Where appropriate, consideration of compensation in line with our terms and conditions.

Any remedy offered will be based on the facts of the case and the impact on you, taking into account the scope of the agreed service and any relevant contractual terms.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide is shared only with those who need to know in order to investigate and resolve your complaint. We will store and handle your personal data in accordance with applicable data protection requirements and our internal policies.

Using Complaints to Improve Our Service

Cleaners Surrey uses complaint information to review and improve our cleaning services across the local area. We monitor the frequency and type of complaints, identify any recurring issues, and take steps to address them through training, updated procedures, or changes to how we deliver our work.

By notifying us of a concern, you help us raise our standards and provide a more consistent and reliable service for all customers.

Time Limits

We encourage customers to raise complaints as soon as possible after an issue arises, ideally within a short period of the cleaning visit or incident. This makes it easier for us to investigate thoroughly and offer a timely resolution. However, we will always consider complaints made later, provided that enough information is available for a fair review.

Accessibility of This Procedure

This complaints procedure is available to all existing and prospective customers of Cleaners Surrey. If you require the information in another format or would like help to make a complaint, please contact us and we will do our best to assist you.

Our aim is to provide a straightforward and fair process so that every customer using our cleaning services in Surrey feels confident that any concerns will be taken seriously and handled professionally from start to finish.