Cleaner Hampstead Complaints Procedure

Cleaner Hampstead is committed to delivering reliable, high quality cleaning services for homes and businesses. We know that, on occasion, things may not go as planned. When that happens, we want to hear from you and put things right quickly and fairly. This complaints procedure explains how to raise a concern, how we handle it, and what you can expect from us at every stage.

Our Commitment to You

We treat all feedback, including complaints, as an opportunity to improve our services. If you are unhappy with any aspect of your cleaning service, our staff, the conduct of our cleaners, or the way we have communicated with you, we will listen carefully, investigate thoroughly, and respond promptly. We aim to resolve most complaints informally and as early as possible, but we also have a structured process if a more formal approach is needed.

What Counts as a Complaint

A complaint is any expression of dissatisfaction with our cleaning services, whether it relates to the standard of work, punctuality, behaviour, health and safety, service delivery, communication, billing, or the way a previous concern was handled. You do not need to use the word complaint for your concern to be treated as one. If you tell us you are unhappy and expect a response, we will follow this procedure.

How to Raise a Complaint

You can raise a complaint in whichever way is most convenient to you. Please provide as much detail as possible, including your name, service address, the date and time of the clean, a description of what went wrong, and what you would like us to do to resolve the matter. Photos or other evidence, where appropriate, can help us understand the situation more clearly, but they are not essential.

Stage One: Informal Resolution

In the first instance, most issues can be resolved quickly and informally. If you are comfortable doing so, raise your concern as soon as possible after the service. Early contact allows us to address the problem promptly, often by arranging a re-clean, clarifying expectations, or correcting an error in your booking or invoice. At this stage, we aim to acknowledge your concern promptly and to propose a practical solution without unnecessary delay.

Where the matter is straightforward or can be resolved by the cleaner or a supervisor, we will try to agree a solution with you within a short period of time, usually within a few working days. If you are satisfied with the proposed solution and the issue is resolved, the complaint will be considered closed.

Stage Two: Formal Complaint Review

If you are not satisfied with the outcome of the informal stage, or if the issue is more complex, you may ask for a formal review. At this stage, a manager or senior member of the Cleaner Hampstead team will investigate your complaint in more detail.

We will acknowledge receipt of your formal complaint, explain who will be dealing with it, and outline the expected timescale for a full response. Our investigation may include reviewing your booking details and service history, speaking with the cleaners who attended, reviewing any photographs or notes, and considering any relevant policies or risk assessments.

Once the investigation is complete, we will provide a clear written response setting out our findings, any factors we have taken into account, and the reasons for our decision. Where a service shortfall is identified, we will also explain what we will do to make things right, which may include a re-clean, partial credit, or other appropriate remedy.

Timescales for Responding

We aim to acknowledge all complaints within a short time frame and to provide a full response as soon as reasonably possible. The time needed will depend on the complexity of the issue and the availability of the staff involved. If we need more time to complete our investigation, we will keep you informed and provide an updated timeframe, so you are never left uncertain about what is happening.

Your Responsibilities When Making a Complaint

To help us handle your complaint effectively, we ask that you raise concerns as soon as possible after the event, provide clear and accurate information, and allow us reasonable time to investigate. We also expect all communication to be respectful and constructive, so we can focus on resolving the issue rather than managing conflict.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, the outcome may include an explanation or clarification, an apology, corrective action such as a re-clean or additional visit, adjustments to your booking or invoice, internal training or process changes, or, where necessary, review of the conduct of individual cleaners.

Our aim is always to reach a fair and reasonable outcome that reflects the circumstances of your case and our responsibility as a cleaning service provider.

Continuous Improvement

Cleaner Hampstead reviews complaints regularly to identify patterns, recurring issues, and opportunities to improve our services. Feedback from clients helps us refine our cleaning methods, staff training, and customer service processes, so that future clients benefit from a more reliable and consistent service across our operating areas.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information is only shared with those who need it in order to investigate and resolve the complaint. Any personal data provided in the course of a complaint will be managed in line with our data protection practices and used only for the purpose of handling your concern and improving our services.

Ending the Complaints Process

If you have received our final response and remain dissatisfied, you may choose to seek independent advice or pursue other options available to you. While our internal process will then be considered complete, we will still review the matter internally to see if there are lessons we can learn for the future.

By setting out this complaints procedure clearly, Cleaner Hampstead aims to ensure that every client understands how to raise a concern and what level of service and transparency they can expect from us when they do.