Edgware Cleaners Complaints Procedure

Edgware Cleaners is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on rare occasions, our service may not meet expectations. This Complaints Procedure explains how you can raise a concern, how we will investigate it, and what you can expect from us at each stage.

Our Commitment to You

We aim to resolve all complaints in a fair, transparent and timely manner. Every complaint is treated seriously, whether it relates to domestic cleaning, end of tenancy work, office cleaning, or any other service we provide. Our goals are to understand what went wrong, put things right where possible, and prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or the way we have handled a previous issue. This can include, but is not limited to

1. Concerns about the quality of cleaning carried out at your property.
2. Damage allegedly caused during a cleaning visit.
3. Missed or delayed appointments and timekeeping issues.
4. Professional conduct or behaviour of cleaning operatives.
5. Administration or billing errors, including confusion around quotes or invoices.
6. Health and safety concerns arising from our work or working practices.

You do not need to use specific wording for your concern to be treated as a complaint. If you are unhappy and tell us so, we will handle it under this procedure.

How to Make a Complaint

You can raise a complaint through any of the following methods

1. In writing Provide a clear description of the issue, including the property address, date and time of the clean, and the names of any staff involved if known. Written complaints help us investigate thoroughly and keep an accurate record of what has been raised.
2. By speaking to us You may prefer to explain the issue verbally. In this case, we will make a written record of the complaint, read or explain it back to you to confirm accuracy, and then proceed with our standard investigation process.

To help us resolve your complaint efficiently, please provide as much relevant information as possible, such as service type, booking reference or invoice number, and any photos that demonstrate the issue, particularly for quality or damage related concerns.

Time Limits for Raising a Complaint

We ask that you report any concerns about service quality within a reasonable time after the clean, ideally within 24 to 48 hours for routine work. For damage or more complex issues, please contact us as soon as you become aware of the problem. Prompt notification allows us to investigate effectively and offer appropriate solutions.

How We Handle Your Complaint

Our complaints handling process typically involves the following stages

1. Acknowledgement We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide an estimated timescale for our initial response.
2. Investigation A manager or supervisor will review your complaint, which may include speaking with the cleaning operatives who attended, examining job notes, reviewing before and after records where available, and, if necessary, arranging a site visit to the property.
3. Initial Response Once we have gathered the relevant information, we will provide you with an initial response. This may include our preliminary findings, any immediate remedial action we propose, and whether we need additional time to complete the investigation.
4. Final Outcome After the investigation is complete, we will explain our final decision. We will outline what we believe went wrong, whether your complaint is upheld in full or in part, and any steps we will take, such as additional cleaning, adjustments to charges, or internal training actions.

Response Times

We aim to acknowledge all complaints promptly and to provide a full response as quickly as possible. While exact timescales may vary depending on the complexity of the issue, we are committed to keeping you informed if more time is needed. Our priority is to deliver a fair and considered outcome rather than a rushed response.

Possible Outcomes and Remedies

Where your complaint is upheld, we will discuss suitable remedies with you. These may include

1. Returning to the property to re clean affected areas.
2. Providing guidance to our staff and reinforcing service standards.
3. Offering a reduction or adjustment on the relevant invoice, where appropriate.
4. Taking internal disciplinary or training measures if staff conduct has not met our expectations.

Each case is assessed individually, and we will seek an outcome that is reasonable and proportionate to the issue raised.

Escalating Your Complaint

If you are not satisfied with the outcome or the way your complaint has been handled, you may request that it is reviewed by a senior member of our management team. In your escalation, please explain why you are unhappy with the original decision and what you would like us to reconsider. The senior reviewer will look again at the evidence, our processes and our previous response, and will either uphold or amend the outcome. Their decision will be communicated to you, along with an explanation of the reasoning behind it.

Confidentiality and Data Protection

All complaints are handled confidentially. Information is shared only with staff who need it to investigate and resolve the matter. Any personal data that you provide in the course of making a complaint will be processed in line with applicable data protection requirements and used solely for the purpose of managing your complaint and improving our services.

Using Feedback to Improve Our Services

We view complaints and feedback as an important opportunity to learn and improve. Regular reviews of complaints allow us to identify recurring issues, update our cleaning procedures, improve staff training, and enhance communication with our customers. By following this Complaints Procedure, Edgware Cleaners aims not only to resolve individual concerns, but also to provide consistently better cleaning services across our service area.