Complaints Procedure For Wandsworth Cleaners

Wandsworth Cleaners is committed to providing reliable, high quality cleaning services and transparent customer care. If something goes wrong, we want to know about it quickly so that we can put it right and improve our services. This Complaints Procedure explains how to raise a complaint, how we handle it, and what you can expect from us at each stage.

1. Purpose Of This Complaints Procedure

The purpose of this procedure is to give all clients a clear and fair process for raising concerns about any aspect of our cleaning services. It applies to domestic and commercial customers who use Wandsworth Cleaners for regular or one off cleaning, end of tenancy cleans, deep cleaning, and related services across our service areas.

We aim to resolve most issues informally and as quickly as possible. However, where a more detailed review is needed, this procedure sets out a structured approach for a full and fair investigation.

2. What Counts As A Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or the way we have handled a previous issue, where you would like a response or resolution from us.

Examples of complaints include, but are not limited to:

Cleaning standards not meeting what was agreed at the time of booking.

Missed areas or incomplete cleaning during a visit.

Concerns about the attitude, behaviour, or professionalism of a cleaner or member of staff.

Delays, cancellations, or communication problems regarding appointments.

Issues relating to keys, access arrangements, or property left secure after a visit.

Concerns about damage to items or property allegedly arising during a clean.

3. How To Make A Complaint

You can make a complaint using any normal method of communication that you use with Wandsworth Cleaners, including in writing or verbally. Written complaints make it easier for us to keep a clear record of what has happened, but we will accept and record complaints made in any reasonable way.

To help us investigate your complaint efficiently, please provide the following information where possible:

Your full name and, if relevant, the business or household name on the booking.

The service address and approximate dates and times of the cleaning service.

A clear description of what went wrong and what outcome you are seeking.

Any supporting information, such as photographs, inventory check in or check out reports, or notes from an agent, landlord, or representative.

Please raise your complaint as soon as possible after the issue arises, and preferably within seven days of the relevant cleaning visit. This enables us to investigate while the details are still recent.

4. Our Complaints Handling Stages

We use a staged approach to handling complaints to ensure they are managed consistently and fairly.

Stage 1: Informal Resolution

In the first instance, we will try to resolve your complaint informally. This may include clarifying what happened, offering a return visit to rectify cleaning issues where appropriate, or agreeing another practical solution with you.

We aim to acknowledge informal complaints promptly and to provide an initial response within three working days, wherever possible.

Stage 2: Formal Investigation

If the complaint cannot be resolved informally, or if the matter is more serious, we will treat it as a formal complaint. At this stage your complaint will be logged and reviewed by a manager or senior member of staff who was not directly involved in the original service.

During a formal investigation we may:

Review booking information, job records, and any relevant photographs or reports.

Speak with the cleaners or staff involved in the service.

Ask you for further clarification or evidence if needed.

Consider any relevant terms and conditions that applied at the time of the service.

We aim to provide a written outcome to a formal complaint within ten working days of acknowledging it. If a full response cannot be given within this time, we will explain the reason for the delay and give a revised timescale.

Stage 3: Escalation

If you remain dissatisfied after receiving the outcome of a formal investigation, you may request that your complaint is escalated for a final review by a senior decision maker. At this stage we will consider whether the complaint has been handled in line with this procedure and whether the outcome was reasonable in all the circumstances.

The final review will normally be completed and a response issued within ten working days. The decision following this stage will be our final position on the complaint.

5. Possible Outcomes And Remedies

Where a complaint is upheld in full or in part, possible outcomes may include one or more of the following, depending on the circumstances:

Arranging a rectification clean or revisiting missed areas, where this is practical.

Offering a partial or full refund or a credit toward future cleaning services.

Providing an explanation and, where appropriate, an apology.

Taking internal action such as providing additional staff training, reviewing procedures, or amending checklists to prevent recurrence.

All remedies will be tailored to the specific facts of the complaint and will reflect what is reasonable and proportionate.

6. Your Responsibilities When Making A Complaint

To help us handle your complaint fairly and promptly, we ask that you:

Provide accurate and honest information about what has happened.

Give us reasonable access to the property if a re visit or inspection is needed.

Retain evidence such as photographs, reports, or correspondence where relevant.

Communicate with our staff respectfully at all times.

We reserve the right to decline to deal with complaints that are abusive, malicious, or clearly unreasonable, but this will only occur in exceptional circumstances.

7. Time Limits And Historic Complaints

We encourage clients to raise concerns as soon as possible after the service. Complaints made more than three months after the relevant cleaning visit may be harder to investigate fully. While we will still consider late complaints, the range of possible remedies may be limited if evidence is no longer available or circumstances have significantly changed.

8. Continuous Improvement

Wandsworth Cleaners treats complaints as an important source of feedback about our cleaning services and customer experience. We regularly review complaint outcomes and trends to identify areas for improvement, update staff training, and refine our quality control procedures.

By following this Complaints Procedure, we aim to deal with all concerns consistently, fairly, and with a focus on putting things right wherever we can.