Complaints Procedure

Cleaner Chelsea Complaints Procedure

Cleaner Chelsea is committed to providing reliable, high-quality cleaning services and professional customer care. We understand that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the steps we take to resolve issues fairly, transparently, and within reasonable timeframes.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for any customer who is dissatisfied with any aspect of our cleaning services or our conduct. It applies to all services provided by Cleaner Chelsea, including regular domestic cleaning, one-off deep cleans, end of tenancy cleans, commercial and office cleaning, and specialist services.

We use all feedback to improve our standards, our staff training, and our internal systems so we can better serve customers across our local service areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about our services, our staff, our communication, or how we have carried out our work. Common examples include:

Issues with the quality or thoroughness of a clean, damage to property or belongings allegedly caused during a visit, cleaners arriving late or failing to attend, conduct or attitude of a staff member, problems with scheduling, billing, or account administration, and dissatisfaction with how a previous concern was handled.

We treat all complaints seriously, whether they appear minor or significant. If you are unsure whether your concern is a complaint, you are welcome to raise it and we will guide you through the process.

How to Make a Complaint

You can make a complaint in writing or by speaking with a member of our team. To help us investigate and resolve your complaint as quickly as possible, please provide the following information where you can:

Your full name, the address where the cleaning service took place, the date and time of the service you are complaining about, a clear description of what went wrong and how it affected you, the name of any staff member involved, if known, and any supporting details such as photographs, inventory reports, or notes.

If your complaint relates to damage, please retain the damaged item where possible, and do not dispose of it until we have had an opportunity to review the matter with you.

Time Limits for Raising a Complaint

We encourage you to contact us as soon as you become aware of a problem. For cleaning quality concerns, we ask that you notify us within a reasonable time after the visit so we have a fair opportunity to inspect, discuss, and put things right. For damage-related concerns, please contact us as soon as practicable after discovering the issue so we can properly assess the situation.

Our Complaints Handling Stages

Stage 1: Initial Acknowledgement

Once you raise a complaint, we will acknowledge it and confirm that it is being reviewed. Wherever possible, we will do this promptly. At this stage we may request additional information to help us understand the circumstances and to clarify the outcome you are seeking.

Stage 2: Investigation

Your complaint will be investigated by a responsible person within Cleaner Chelsea, which may include speaking to the cleaner or team involved, reviewing schedules, checklists, photographs, and any relevant records, and, where appropriate, asking for additional information from you. During this period, we will assess the facts impartially and consider whether any policies, standards, or service commitments have not been met.

Stage 3: Response and Proposed Resolution

After the investigation, we will provide a response setting out our findings and, where appropriate, our proposed resolution. Depending on the nature of the complaint, possible outcomes may include an apology and explanation, a re-clean of the affected areas, a partial or full credit or adjustment to your account, recommendations or actions to prevent a recurrence, and feedback or additional training for staff.

Our goal is to offer a fair and reasonable outcome that reflects the circumstances of the complaint and the evidence available.

Stage 4: Further Review

If you are not satisfied with our initial response, you may request a further review. In that case, another person within Cleaner Chelsea will re-examine your complaint, the investigation, and the outcome previously proposed. Following this review, we will provide a final response setting out our position.

Our Commitments to You

When handling your complaint, Cleaner Chelsea is committed to acting with fairness and respect, listening carefully to your account and taking it seriously, handling your information confidentially and only sharing it where necessary to resolve the issue, keeping you informed about the progress of the investigation, and learning from complaints to improve our services and customer experience.

We do not tolerate any form of discrimination or retaliation against anyone who raises a complaint in good faith.

Customer Responsibilities

To help us resolve your complaint as efficiently as possible, we ask that you provide accurate information and evidence where available, communicate your concerns calmly and respectfully, respond to reasonable requests for further details, and allow us a fair opportunity to investigate and put matters right.

Where appointments for inspections or re-cleans are agreed, we ask that you cooperate in providing access at the arranged time.

Limits to Our Responsibility

While we always aim to be fair and reasonable, there may be circumstances where we cannot meet all requested outcomes, for example where damage or loss cannot reasonably be attributed to our services, where time has passed making investigation or verification difficult, or where a requested remedy is disproportionate or not supported by the evidence. In all cases, we will explain our reasoning clearly.

Using Complaints to Improve Our Service

We view complaints and feedback as an important source of information about how our cleaning services are experienced in practice. We regularly review complaint outcomes and trends to identify where processes can be strengthened, where additional staff training is required, and how we can better meet the expectations of customers across the areas we serve.

By following this Complaints Procedure, Cleaner Chelsea aims to ensure that your concerns are dealt with in a consistent, timely, and fair manner, and that we continue to improve the quality and reliability of our cleaning services.