Swiss Cottage Cleaners Complaints Procedure
Swiss Cottage Cleaners is committed to providing reliable, professional cleaning services and responsive customer care. We take every complaint seriously and use your feedback to improve our standards, supervision, and training. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to achieve a fair resolution.
Purpose Of This Complaints Procedure
The purpose of this procedure is to provide a clear and transparent process for clients who wish to complain about any aspect of our cleaning services. This includes regular domestic cleaning, end of tenancy cleaning, office cleaning, post-construction cleaning, deep cleans, and any additional services we provide in our service area.
Our aims are to:
Ensure complaints are easy to raise and are dealt with promptly and politely.
Investigate concerns thoroughly and fairly.
Offer appropriate solutions or corrective actions where we have fallen short.
Use the outcome of complaints to review and improve our cleaning operations, quality control, and customer support.
What Counts As A Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about our services, cleaners, administration, or communication. For example, you may wish to complain if you feel that:
The quality of cleaning did not meet the agreed standard.
Specific tasks or areas were missed during a visit.
Our cleaners arrived significantly late or did not attend a scheduled appointment without adequate notice.
You experienced unprofessional behaviour or poor communication.
There were issues with invoices, payment administration, or booking arrangements.
This procedure is designed for individual customers, tenants, landlords, letting agents, and commercial clients who use our cleaning services.
How To Make A Complaint
You are encouraged to raise any concerns as soon as possible after the cleaning visit or incident. Prompt notification helps us investigate and resolve issues more effectively.
You can make a complaint in the following ways:
Verbally to a member of our office team during our normal operating hours.
In writing to our office, providing details of your service, address, and the dates involved.
Through our online enquiry or contact form, clearly stating that you are submitting a complaint.
When making a complaint, please include:
Your full name and service address.
The date and approximate time of the cleaning visit or incident.
A clear description of what went wrong and which areas or tasks were affected.
Any photographs or supporting information that may help us understand the issue.
Timescales For Acknowledgement And Response
We aim to acknowledge all complaints promptly. In most cases, we will:
Acknowledge your complaint within two working days of receiving it.
Begin our investigation immediately, usually within one to three working days.
Provide a full response or an update within ten working days. If the issue is complex, we will let you know if we require additional time and explain why.
These timeframes apply to complaints about domestic and commercial cleaning within our usual service area. We always strive to respond as quickly as possible, particularly where access or follow-up visits need to be arranged.
How We Investigate Complaints
Each complaint is reviewed by a senior member of our office or management team. Our investigation may include:
Reviewing your booking details, any notes on your file, and the specification agreed for your cleaning service.
Speaking with the cleaners or supervisors who attended the property.
Assessing any photographs or further evidence you provide.
Where appropriate, arranging a follow-up visit to review the property or area concerned.
We handle every complaint respectfully and impartially, ensuring that all parties involved have the opportunity to explain what happened. We use a consistent approach for properties of all sizes and for both one-off and regular cleaning schedules.
Possible Outcomes And Resolutions
Once we have completed our investigation, we will contact you with our findings and propose a resolution. Depending on the circumstances, this may include:
Offering a re-clean of specific areas or tasks that were not completed to an acceptable standard.
Providing guidance or additional training to the cleaners involved to prevent a recurrence.
Adjusting future cleaning instructions, checklists, or timings to better meet your needs.
In some cases, offering a partial or full refund or a discount on a future service, where this is appropriate and proportionate.
We will always explain the reasons for the outcome we reach and any actions we have taken as a result of your complaint.
Escalating Your Complaint
If you are not satisfied with our initial response, you may request that your complaint be reviewed at a higher level within Swiss Cottage Cleaners. To do this, please set out why you remain dissatisfied and what outcome you are seeking.
Upon escalation, a senior manager will:
Review the original complaint and our first investigation.
Consider any additional information or points you raise.
Provide a further written or verbal response, normally within ten working days.
This is the final stage of our internal complaints procedure. We will make every reasonable effort to reach a fair and balanced conclusion.
Our Commitment To Fairness And Improvement
We recognise that even with robust procedures and experienced cleaners, issues can occasionally arise in the course of providing cleaning services. We do not penalise customers for raising complaints in good faith, and all concerns are handled in confidence and with courtesy.
Every complaint is recorded and periodically reviewed so that we can identify patterns, strengthen our training, refine our checklists, and improve supervision. This ongoing review helps ensure that our clients across our service area receive consistent, dependable, and high-quality cleaning.
Confidentiality And Data Protection
Your personal information and any details relating to your complaint are kept confidential and used only for the purposes of investigating and resolving your case, as well as for internal quality monitoring. We handle your data in line with applicable data protection requirements and keep records of complaints only for as long as necessary for legal, regulatory, and operational reasons.
Feedback And Suggestions
Not all feedback needs to be a formal complaint. If you have suggestions about how we can improve our cleaning services, scheduling, or communication, we welcome your comments at any time. Your views help us provide a more responsive and efficient service to all clients who rely on Swiss Cottage Cleaners for their cleaning needs.
