Tooting Cleaners Complaints Procedure

Tooting Cleaners is committed to providing reliable and professional cleaning services. If something goes wrong, we want to know about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond, and what you can expect at each stage.

Our Approach to Complaints

We treat all complaints seriously, whether they relate to domestic cleaning, end of tenancy cleaning, office cleaning or any other service we provide. Our aims are to resolve issues promptly, to treat every customer with respect and fairness, and to use feedback to improve our cleaning standards and customer care.

We encourage you to raise any concerns as soon as possible after the issue occurs. This helps us investigate effectively, especially where access to the property or recent cleaning work may be required to review the situation.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication or administration where you would like a response or resolution. This can include, for example, concerns about cleaning quality, missed or late appointments, behaviour or attitude of cleaning staff, damage or alleged damage to property, invoicing or payment issues, or miscommunication about the scope or timing of services.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We are happy to clarify and address it through the most appropriate channel.

How to Make a Complaint

You can make a complaint verbally or in writing. We recommend putting your complaint in writing wherever possible, as this helps to avoid misunderstandings and allows us to investigate more efficiently. When submitting a complaint, please include your full name, the property address where the service took place, the date and approximate time of the service, the type of cleaning service booked, a clear description of the issue, including any relevant dates and times, and what outcome or resolution you are seeking, if you have a specific request.

If your complaint relates to visible issues, such as missed areas or damage, it is helpful if you raise it as soon as possible after the clean. Providing photographs and a clear description of the room or area involved can assist our investigation.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and arrange for an appropriate member of our team to review the details. We aim to acknowledge your complaint within a reasonable time frame and to confirm that we are looking into the matter. At this stage we may contact you to clarify details, request additional information or photographs, or agree access to the property if a site inspection is necessary.

We will also outline the next steps in the process and give an estimated time by which you can expect a more detailed response.

Stage Two: Investigation and Response

We will investigate your complaint fairly and objectively. This may include speaking to the cleaners who attended your property, reviewing schedules, checklists or notes from the booking, considering any photographs or evidence you have supplied, and, where appropriate, carrying out a further inspection at the property.

Once our investigation is complete, we will provide a clear response setting out our understanding of the complaint, findings from our investigation, and any actions we propose to take. Where we find that our service has fallen below our standards, possible resolutions may include a re-clean of specific areas, a partial or full refund, or other reasonable remedial action depending on the circumstances.

Stage Three: Escalation

If you are not satisfied with the outcome of our investigation at Stage Two, you may request that your complaint be escalated. At this stage, a more senior member of our management team will review the case, including the original complaint, investigation notes and outcome.

The manager handling the escalation will consider whether the original decision was fair and reasonable and whether any further action is appropriate. Following this review, we will provide you with a final response explaining our decision and any additional steps we will take, if applicable.

Timeframes for Resolving Complaints

We aim to handle complaints efficiently and within reasonable timescales, taking into account the nature and complexity of the issue. Some matters can be resolved within a short period, while others may require more detailed investigation or site visits. If, for any reason, there is a delay in our investigation, we will keep you updated on progress and give you revised timeframes.

Your Responsibilities During the Process

To help us deal with your complaint effectively, we ask that you provide accurate and complete information, respond to reasonable requests for clarification or additional details, allow us fair opportunity to inspect the property or any alleged damage, and treat our staff with courtesy at all times. We reserve the right to withdraw from communication where behaviour is abusive, threatening or unreasonable, while still fulfilling our obligations to investigate valid concerns.

Remedies and Limitations

Where we accept that we have failed to provide services with reasonable care and skill, we will seek to put matters right within what is fair and proportionate. Remedies may be subject to the terms and conditions agreed at the time of booking and to any legal or insurance requirements that apply to our operations.

We may decline a complaint or limit remedies where issues are reported after an excessive delay, evidence is insufficient or inconsistent, third parties have altered the property or cleaning results after our visit, or the issue falls outside the agreed scope of work.

Continuous Improvement

Every complaint is an opportunity for us to improve the way we deliver cleaning services. We regularly review complaint outcomes, identify patterns and training needs, and refine our procedures so that customers receive a consistent, high standard of service. By following this complaints procedure, we aim to deal with concerns fairly, transparently and with respect for all parties involved.