Complaints Procedure

Cleaner Fulham Complaints Procedure

Cleaner Fulham is committed to delivering reliable, high quality cleaning services and to treating every concern from our customers fairly and with respect. This complaints procedure explains how you can raise an issue, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We understand that things can occasionally go wrong, whether in domestic or commercial cleaning. When that happens, we want to know about it so we can put it right quickly and improve our services. We will always aim to:

Listen carefully to your concerns and understand what has happened from your perspective.

Acknowledge your complaint promptly and clearly.

Investigate in a fair and objective way, speaking to everyone involved.

Provide a clear response, including any actions we will take to resolve the matter.

Use your feedback to improve our cleaning standards, training and procedures.

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 concern. This may include, but is not limited to:

Concerns about the standard or quality of cleaning carried out.

Damage to property or belongings during a visit.

Missed or late appointments without reasonable explanation.

Conduct or behaviour of any Cleaner Fulham team member.

Issues with bookings, invoicing or payment disputes relating to our services.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. When doing so, please provide as much information as possible to help us review the matter quickly and accurately. It is helpful if you include:

Your full name and, if applicable, business name.

The address where the cleaning service was carried out.

The date and approximate time of the visit, and the name of the cleaner if known.

A clear description of what went wrong and how it has affected you.

Any supporting details, such as photos or a list of damaged items, if relevant.

Please raise your complaint as soon as possible after the issue arises. The sooner we are informed, the easier it is for us to investigate and resolve the matter, including reviewing work carried out at your home or premises.

Stage One: Initial Resolution

In the first instance, we encourage you to raise any concerns with our office team or nominated contact as soon as you become aware of an issue. Many complaints can be resolved quickly at this stage by:

Clarifying what was agreed in your booking or cleaning plan.

Arranging a return visit to address missed or unsatisfactory tasks.

Providing an explanation if there has been a misunderstanding.

Discussing a goodwill gesture where appropriate.

We will aim to acknowledge your complaint promptly and will usually seek to resolve straightforward issues within a reasonable timeframe, depending on the nature of the problem and our ability to revisit your property.

Stage Two: Formal Complaint Review

If you are not satisfied with the initial response, or if your complaint is more serious, you may request that it is treated as a formal complaint. At this stage:

A manager or senior member of our team will review your complaint in more detail.

We may contact you to obtain further information or clarification.

We may speak with the cleaners involved and review schedules, notes and any other relevant records.

We will consider whether our policies and service standards were followed.

Following the investigation, we will provide you with a written or clearly communicated response setting out our findings, any apology where appropriate, and the steps we propose to take to resolve the matter.

Timeframes for Response

We aim to acknowledge complaints as soon as reasonably possible after receiving them. The time needed to complete a full investigation may vary depending on the complexity of the issue, the availability of staff for interview and whether we need to inspect the property or obtain further information.

For straightforward issues, we will normally aim to resolve your complaint within a short, reasonable period. For more complex cases, we will keep you informed of progress and let you know if we require additional time to complete our review.

Possible Outcomes and Remedies

Once we have completed our investigation, we will aim to reach a fair and proportionate outcome. Depending on the circumstances, this may include one or more of the following:

An explanation of what happened and why.

A sincere apology if we are at fault.

A corrective cleaning visit to bring the property up to the agreed standard.

A review of how your cleaning plan is scheduled and managed.

Internal action such as additional staff training or closer supervision.

Consideration of appropriate financial remedies where damage or clear service failure has occurred, in line with our terms and conditions and any applicable insurance cover.

Fair Treatment of Staff and Customers

We treat all complaints seriously and handle them with respect and confidentiality. We also have a duty of care to our employees and contractors. We will not tolerate abusive, threatening or discriminatory behaviour towards our team members. In such situations, we may choose to limit or cease providing services, while still dealing with any genuine complaint as fairly as possible.

Learning and Continuous Improvement

Every complaint gives us an opportunity to improve. We regularly review feedback and complaint patterns to identify where additional training, changes to procedures or updates to our cleaning standards are needed. This helps us maintain consistent quality for customers and support our cleaners in delivering reliable, professional services.

Acceptance of This Procedure

By engaging Cleaner Fulham to provide cleaning services, you acknowledge that you have had the opportunity to read this complaints procedure and that complaints will be handled in line with the steps outlined above, together with our general terms and conditions.