Complaints Procedure

Battersea Cleaners Complaints Procedure

At Battersea Cleaners, we are committed to providing reliable and high-quality cleaning services for homes and businesses. We recognise that, on occasion, our service may not fully meet expectations. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose and Scope

This procedure applies to all customers who use our cleaning services, including regular domestic cleaning, one-off deep cleans, end of tenancy cleaning, office cleaning and other specialist cleaning work we carry out. It covers any dissatisfaction with our service, our cleaners, our administration, scheduling, or communication.

We use all feedback, including complaints, to improve our standards, training, and overall customer experience. Every complaint is taken seriously and handled in a professional, fair and timely manner.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the cleaning services you receive or the way we have handled your enquiry or booking. Examples include, but are not limited to:

Service quality issues, such as areas missed during a clean, damage to property, or failure to follow agreed instructions. Punctuality issues, such as cleaners arriving significantly late or not attending without proper notice. Conduct issues, such as behaviour you feel is unprofessional or inappropriate. Administrative issues, such as invoicing errors, communication problems or booking mistakes.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We would rather know about even small issues so we can put them right.

How to Raise a Complaint

You can raise a complaint using any written method of communication you normally use with us or by speaking to a member of our office team. When making a complaint, please provide as much detail as possible so that we can investigate thoroughly and efficiently.

To help us understand and resolve your complaint, please include the following information where possible:

Your full name and the address where the cleaning took place. The date and approximate time of the clean or incident. A clear description of what went wrong and how it affected you. The name of the cleaner or team, if known. Any photos or evidence that may help us understand the issue, particularly for damage or missed areas. Your preferred outcome or how you would like us to put things right.

We encourage customers to contact us as soon as they become aware of a problem. Ideally, this should be within 24 hours of the service taking place, especially for one-off cleans, so we can respond promptly and effectively.

Our Complaints Handling Stages

Stage 1: Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will normally confirm that we have received your complaint, clarify any details if needed, and advise you of the next steps and an estimated timescale for our investigation.

Stage 2: Investigation

A manager or appropriate supervisor will investigate your complaint. This may involve speaking with the cleaner or team involved, reviewing any relevant schedules or records, and considering any photographs or additional information you have provided. We aim to complete our investigation within a reasonable period of time, depending on the complexity of the issue.

Stage 3: Outcome and Resolution

Once our investigation is complete, we will explain our findings to you and set out the outcome. Where your complaint is upheld, we will offer an appropriate resolution. This may include, for example, a re-clean of the affected areas, a partial or full refund where justified, corrective action with the member of staff involved, or changes to our procedures or training to prevent similar issues in the future.

If your complaint is not upheld, we will explain clearly why we have reached that conclusion based on the information available.

Time Limits

We ask that complaints about service quality or damage are submitted as soon as possible. For issues relating to a specific clean, we may not be able to investigate fully if a significant amount of time has passed or if the property has since been cleaned again by another party. Prompt notification gives us the best chance to see the problem clearly and resolve it fairly.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage 3, you can ask for your complaint to be reviewed by a senior member of our management team. At this stage, your complaint and our handling of it will be reconsidered to ensure that it has been dealt with fairly and in line with this procedure. Following the review, we will write to you with a final response setting out whether any further action will be taken.

Our Commitments to You

When handling complaints, Battersea Cleaners is committed to the following principles:

Respect and courtesy: You will be treated in a polite and respectful manner at all times. Fairness and objectivity: Your complaint will be considered impartially, based on the facts available. Confidentiality: Details of your complaint will only be shared with those who need to know in order to investigate and resolve the issue. Learning and improvement: We use every complaint as an opportunity to review and, where necessary, improve our cleaning processes, staff training and customer service.

Customer Responsibilities

To help us handle your complaint efficiently and fairly, we ask that you:

Provide accurate information and as much relevant detail as possible. Communicate your concerns calmly and respectfully to our team. Allow us a reasonable amount of time to investigate and respond. Do not make unfounded or malicious allegations against members of staff.

Review of this Complaints Procedure

We review this Complaints Procedure regularly to ensure it remains clear, effective and aligned with our commitment to high-quality cleaning services and customer satisfaction. Updates may be made from time to time to reflect changes in our operations, training methods or customer feedback.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact our office team, who will be happy to provide further information.