Complaints Procedure

Ealing Cleaner Complaints Procedure

At Ealing Cleaner, we are committed to delivering reliable, high-quality cleaning services and to resolving any concerns quickly and fairly. This complaints procedure explains how you can raise an issue, how we will respond, and what you can expect from us throughout the process.

1. Purpose and Scope

This procedure applies to all customers who use Ealing Cleaner for domestic or commercial cleaning services. It covers complaints about the standard of cleaning, conduct and behaviour of staff, scheduling and punctuality, access and security issues, and administration matters such as invoicing and bookings.

We aim to treat every complaint seriously, to investigate it thoroughly, and to use the feedback to improve our services across the areas we operate.

2. Principles of Our Complaints Handling

Our approach to complaints is based on the following principles:

Fairness: We listen to all sides of the issue and review the facts before reaching a decision.

Respect: All customers and staff are treated with courtesy at every stage of the process.

Confidentiality: Information you provide is kept as confidential as possible and shared only with those who need it to resolve the complaint.

Timeliness: We aim to acknowledge and respond to complaints as quickly as is reasonably possible.

Improvement: We use complaint outcomes to identify areas where we can enhance our cleaning services and internal procedures.

3. How to Make a Complaint

You can raise a complaint through any of the contact methods provided to you in your booking confirmation or on our official customer communication channels. When you contact us, please provide as much detail as possible so we can investigate effectively.

Include where relevant: the date and time of the service, the address where the cleaning took place, the type of service booked, a clear description of what went wrong, and any supporting information such as photos or written notes. The more detail you provide, the easier it is for us to understand and resolve your concern.

4. Timeframes for Raising a Complaint

We encourage customers to report any issues as soon as they become aware of them. For cleaning quality concerns, it is helpful if you contact us within 24 to 48 hours of the service so that we can assess the situation accurately and, where appropriate, offer corrective action.

Complaints raised after a long delay may be more difficult to investigate fully, but we will still review them and respond in line with this procedure.

5. Acknowledgement and Initial Response

Once you submit a complaint, we will record it in our system and assign it to an appropriate member of our team. We will normally acknowledge receipt of your complaint within a reasonable period of time, confirming that it is being reviewed.

During this initial stage we may contact you to clarify details or request additional information. This helps us to understand your expectations and to determine the most suitable next steps.

6. Investigation Process

The investigation will be carried out by a supervisor or manager who was not directly involved in the incident wherever possible. The process may include reviewing job notes and schedules, speaking with the cleaners or team leaders, assessing any photos or evidence you have provided, and, if appropriate, arranging to revisit the property to inspect the reported issue.

We aim to complete investigations within a reasonable timeframe, depending on the complexity of the matter and the availability of all parties involved. If the investigation is likely to take longer than expected, we will aim to keep you updated on progress.

7. Outcomes and Resolutions

After investigating, we will inform you of the outcome and any actions we propose to take. Possible resolutions may include, where appropriate, offering a re-clean of specific areas, agreeing service improvements for future visits, providing guidance or additional training to staff, adjusting schedules or instructions, or, in some cases, offering partial or full credits or other remedies in line with our terms and conditions.

Our goal is to reach a fair and reasonable outcome that addresses the substance of your complaint and reflects our commitment to high cleaning standards.

8. If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint, you may request that it be reviewed by a more senior member of our management team. Please explain why you disagree with the initial decision and provide any further information that you feel is relevant.

The senior reviewer will consider the original investigation, any new evidence, and whether the procedure has been followed correctly. They will then provide a final response, which will normally conclude our internal complaints process.

9. Behaviour and Expectations

We understand that raising a complaint can be stressful, and we strive to handle all conversations calmly and professionally. We expect customers to treat our staff with respect and to communicate without harassment, threats or abusive language. In rare cases where behaviour is unreasonable or abusive, we may limit or manage communication channels while still seeking to address the underlying service issue.

10. Recording and Using Complaint Data

All complaints are logged and reviewed periodically to identify recurring issues, training needs, and opportunities to improve our cleaning operations and customer service processes. By tracking feedback over time, we can enhance service reliability across our operating areas and better meet customer expectations.

11. Policy Review

This complaints procedure is reviewed regularly to ensure it remains clear, effective, and aligned with our commitment to quality and customer care. Updated versions may be issued from time to time to reflect changes in our business or in relevant good practice.

If you have any questions about this complaints procedure or how it applies to your situation, please contact us through your usual Ealing Cleaner communication channel and state that your enquiry relates to the complaints procedure.