Complaints Procedure

Cleaner Kennington Complaints Procedure

Cleaner Kennington is committed to providing reliable and professional cleaning services. Even with careful planning, we recognise that problems can occasionally arise. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we work to put things right as quickly and fairly as possible.

Our Commitment to You

We aim to handle every complaint courteously, efficiently, and with genuine attention. Our goals when dealing with any concern are to understand what has happened, to resolve the immediate issue, and to take steps to prevent similar problems from recurring. We use feedback from complaints to improve our cleaning standards, team training, and communication.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way we have handled a request or booking. This may include, for example, concerns about the quality of cleaning, punctuality, conduct of cleaning staff, handling of keys or access arrangements, or communication around bookings, cancellations, or payments.

You do not need to use any particular words to make a complaint. If you tell us you are unhappy with any aspect of our service and would like it to be reviewed, we will treat it as a complaint and follow this procedure.

How to Make a Complaint

You can raise a complaint using any of our usual contact methods. Please provide your full name, the address where the service was carried out, the date and approximate time of the clean, and a clear description of what went wrong. If the issue relates to a specific area of the property or a particular task, it is helpful if you explain this in detail.

Where possible, we encourage you to raise concerns as soon as you notice an issue, ideally within a short time of the visit. This helps us investigate accurately, speak to the cleaning team involved, and offer practical solutions. You may also provide photographs if this would help explain the problem, for example where you believe areas were missed or not cleaned to the agreed standard.

Information We May Ask For

To help us deal with your complaint thoroughly and fairly, we may ask you for additional information such as the date and time of your booking, confirmation of the services you requested, and any relevant notes or instructions you gave before the clean. This allows us to check our records and speak clearly with the team members involved.

How We Handle Your Complaint

When we receive your complaint, we will first acknowledge it and confirm that it is being reviewed. We will then investigate the issue, which may include speaking to the cleaners who attended your property, reviewing your booking details, and checking any photographs or notes you have provided. Our aim is always to understand both your perspective and the circumstances of the visit.

Once the investigation is complete, we will share our findings and explain any actions we propose to take. Where we uphold your complaint, we will apologise and offer appropriate remedies. Where we do not fully agree with your view of events, we will still explain our reasoning clearly and respectfully.

Response Times

We aim to acknowledge all complaints promptly. We then work to provide a full response as quickly as possible, typically within a reasonable timeframe depending on the complexity of the issue and our need to gather information. If we need more time, we will let you know and keep you updated on progress.

Possible Outcomes and Remedies

Where your complaint is upheld, we may offer one or more of the following actions, depending on the nature of the problem: arranging a return visit to re-clean the affected areas where this is practical and appropriate, reviewing or adjusting an invoice where a clear service failure has occurred, changing aspects of how we deliver your future cleaning services, or providing additional training or guidance to the cleaning team.

Our focus is on finding a fair, proportionate solution that reflects the impact of the issue on you and the extent of any service shortfall. We will always explain the reasons behind any remedial action we offer.

Escalating Your Complaint

If you are unhappy with the outcome of your initial complaint or believe it has not been handled fairly, you can ask for your complaint to be reviewed at a higher level within Cleaner Kennington. When requesting an escalation, please summarise why you remain dissatisfied and what outcome you are seeking. We will then review both the original complaint and the way it was handled.

The escalated review will be carried out by someone who was not directly involved in the original decision. They will consider whether our procedures have been followed correctly, whether our conclusions were reasonable, and whether any further action is appropriate.

Confidentiality and Data Protection

We treat all complaints in confidence and only share information internally where it is necessary to investigate and resolve your concerns. Any personal information you provide in connection with a complaint will be handled in line with our data protection practices and will only be used for the purpose of managing and learning from your complaint.

Using Complaints to Improve Our Service

Your feedback is an important part of how we maintain and improve our cleaning services. We regularly review complaints to identify trends, training needs, and opportunities to refine our processes. By raising concerns when something goes wrong, you help us improve the reliability, quality, and consistency of the service we provide to all our clients.

Cleaner Kennington appreciates you taking the time to share your experience with us. Our aim is always to respond constructively, resolve issues wherever possible, and ensure that your confidence in our cleaning services is restored and maintained.