Complaints Procedure
Complaints Procedure for Kentish Town Cleaners
Kentish Town Cleaners is committed to delivering reliable, high quality cleaning services and to dealing with any concerns fairly, consistently and promptly. This complaints procedure explains how you can raise an issue about our services, what information we need from you, how we will respond, and the timescales you can expect.
Purpose of this Complaints Procedure
The purpose of this complaints procedure is to provide a clear and accessible process for clients who wish to raise a concern or complaint about any aspect of our cleaning services. It applies to all domestic and commercial clients using our services across our regular service area.
We use feedback and complaints to improve our systems, staff training and quality controls, and to help ensure that similar issues do not arise in the future.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about the standard of cleaning, conduct of our cleaners or office team, reliability or timeliness of appointments, communication issues, or any other aspect of the service we have provided or failed to provide.
This procedure is not intended for general enquiries, booking requests, or amendments to scheduled cleaning. Those should be handled through our standard customer service channels.
How to Make a Complaint
You can make a complaint in writing or verbally. Wherever possible we encourage complaints to be put in writing, as this helps us understand the issue clearly and investigate efficiently.
When raising a complaint, please include the following information so that we can assist you as quickly as possible:
The name the booking is under and the service address. The date and approximate time of the cleaning service you are complaining about. A clear description of what went wrong or what you are dissatisfied with. Any relevant details, such as specific rooms, items or areas that were affected. What outcome you are seeking, for example a re-clean, partial refund or other resolution.
If your complaint relates to an urgent matter, such as a security concern or potential damage to property, please inform us as soon as possible so that we can prioritise your case.
Time Limits for Raising a Complaint
We ask that complaints regarding the quality of cleaning or conduct of cleaners are raised within 48 hours of the service. This enables us to accurately review the work carried out and speak to the staff involved while events are still fresh in everyone's minds.
Complaints raised after this period will still be considered, but it may limit the options available for resolution and make it more difficult to establish an accurate account of events.
Our Complaint Handling Stages
Stage 1: Initial Review
Once we receive your complaint, we will log the details in our internal system and assign it to an appropriate member of our team for review. We aim to acknowledge your complaint as soon as reasonably possible and to start investigating without undue delay.
During this stage we may contact you for clarification or further information. We may also speak to the cleaners or supervisors involved, and review any job notes or internal records relating to the booking.
Stage 2: Investigation and Response
Following our initial review, we will carry out a more detailed investigation where necessary. When our investigation is complete, we will provide you with a response explaining:
What we have understood from your complaint. What we have found during our investigation. Whether we accept, partially accept, or do not accept your complaint. Any steps we have already taken or will take to address the issues raised.
Where we find that our service has not met our standards, we will offer an appropriate remedy. Depending on the circumstances, this may include a re-clean of the affected areas, a partial refund, a credit toward a future clean, staff retraining, or other remedial action.
Stage 3: Escalation
If you are not satisfied with the outcome at Stage 2, you may ask for your complaint to be reviewed by a more senior member of staff. Please clearly state why you are unhappy with the initial decision and what you would like us to reconsider.
The senior reviewer will look again at both your original complaint and the Stage 2 response. They may contact you for additional details or clarification before reaching a final decision on behalf of Kentish Town Cleaners.
Timescales for Handling Complaints
We aim to handle complaints promptly and efficiently. While exact timescales may vary depending on the complexity of the case, our general approach is as follows:
Acknowledge receipt of your complaint as soon as reasonably practicable. Complete the initial review and provide a substantive response within a reasonable period. Inform you if we need more time to investigate and give you an estimated timeframe for our full response.
For more complex complaints, the investigation may take longer. In such cases, we will keep you informed of progress and let you know when you can expect a final decision.
Our Commitment to Fairness and Confidentiality
All complaints are handled in a fair, impartial and respectful manner. We will not treat you differently or reduce the standard of cleaning services because you have raised a complaint. Our focus is on resolving issues constructively, maintaining a positive ongoing relationship wherever possible.
Your complaint and any related personal information will be treated as confidential and will only be shared internally with staff who need it to investigate and resolve the matter. We handle all personal data in accordance with applicable data protection requirements.
Using Complaints to Improve Our Services
We value complaints as an important source of information about how our cleaning services are performing across our service area. We regularly review complaint patterns and outcomes to identify areas where we can improve training, supervision, quality controls and communication with clients.
By providing honest feedback, you help us to raise our standards and ensure that Kentish Town Cleaners continues to deliver a reliable, professional cleaning service.
Ending the Complaints Process
Once a final decision has been communicated at the end of the escalation stage, the internal complaints process is considered complete. Any further correspondence relating to the same matter may not lead to a change in outcome, but we will ensure that all communications are acknowledged and handled appropriately.
This complaints procedure does not affect your statutory rights. You remain free to pursue other remedies that may be available to you under applicable laws.
Kentish Town Cleaners reserves the right to update or amend this complaints procedure from time to time, for example to reflect changes in legal requirements, industry practice or our internal processes.
