Cleaner Lambeth Complaints Procedure

Cleaner Lambeth is committed to providing a consistent, reliable and professional cleaning service for homes, offices and commercial premises. We understand that occasionally things may not go as expected. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give clients a clear, fair and transparent way to report any dissatisfaction with our cleaning services. It covers all services provided by Cleaner Lambeth, including one-off cleans, regular domestic cleaning, commercial contracts, end of tenancy cleans and specialist work.

We use all complaints as an opportunity to review and improve our standards, staff training and quality control systems, so that we continually raise the level of service offered to our customers.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication or administration, whether it is made verbally or in writing. Examples include:

Cleaning falling below the standard agreed in your booking or service agreement

Damage to property or items during a clean

Missed appointments, repeated lateness or early departure

Concerns about staff attitude, behaviour or professionalism

Issues with invoices, payments or service descriptions

Health and safety concerns related to our work on your premises

How to Make a Complaint

We encourage you to raise any concern as soon as possible so that we can address it quickly. You can make a complaint in the following ways:

Speak directly to the cleaner on site, where appropriate, to see if the issue can be resolved immediately

Contact our office and ask to report a complaint to a manager or supervisor

Write to us, providing full details of your concern and any supporting information you feel is relevant

When you contact us, please include:

Your full name and the property address where the service took place

The date and approximate time of the clean

A clear description of the problem and how it affected you

Any photos or evidence that may help us understand the issue

What outcome you would consider to be fair

Time Limits for Making a Complaint

To allow us to investigate fairly, we ask that complaints about the standard of cleaning are made within 24 hours of the service, wherever possible. For other issues, such as administrative or billing concerns, please contact us within a reasonable time after you become aware of the problem.

We will still consider complaints raised outside these timeframes, but our ability to investigate and resolve them fully may be reduced.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our system and assign it to a manager or senior member of staff. We aim to acknowledge your complaint within two working days. In this acknowledgement we will confirm that we have received your complaint and outline the next steps in our investigation.

Stage 2: Investigation

Your complaint will be investigated by a manager who was not directly involved in the original service. The investigation may include:

Reviewing your booking details and service notes

Speaking with the cleaner or cleaning team who attended your property

Examining any photos or evidence you have provided

Where needed, arranging a visit to the property to assess the issue

We aim to complete our investigation and provide a full response within ten working days. If the matter is complex and requires more time, we will let you know and provide an updated timeframe.

Stage 3: Response and Outcome

Once the investigation is complete, we will send you a written response explaining:

What we have found following our review

Whether we uphold your complaint in full, in part, or do not uphold it

Any steps we have taken or will take to resolve the issue

Any service improvements or staff training that will result from your complaint

Where we accept that our service has fallen short, we will offer a fair and proportionate remedy. This may include a re-clean, a credit towards future services, a partial refund or another solution appropriate to the circumstances.

Stage 4: Escalation

If you are not satisfied with the outcome of Stage 3, you may ask for your complaint to be reviewed by a senior manager or director. This review will consider the original complaint, the investigation and the response already provided.

The senior reviewer may uphold the original decision, change the decision or request further investigation. We will aim to complete this review and respond to you within ten working days of your request for escalation.

Complaints Involving Damage or Loss

If your complaint involves alleged damage to property or items, please notify us as soon as possible and do not attempt to repair or dispose of the item before we have had the opportunity to review it.

We may ask for photographs or evidence of the damage, proof of purchase or value where appropriate, and details of the circumstances. Where necessary, we may arrange for an independent assessment. Any compensation or remedy will be considered in line with our terms and conditions and any applicable insurance cover.

Confidentiality and Data Protection

All complaints are handled confidentially. Information will be shared only with those who need it to investigate and resolve your concern. We will handle your personal data in accordance with data protection law and our privacy practices.

Our Commitment to Continuous Improvement

Cleaner Lambeth records and monitors complaints to identify patterns, recurring issues and areas where our cleaning services or internal procedures can be improved. We use this information to update staff training, refine our quality checks and improve communication with clients.

By following this complaints procedure, we aim to resolve individual issues fairly and promptly while continually improving the reliability and quality of our domestic and commercial cleaning services.