Complaints Procedure for Cleaner Swiss Cottage Clients

Cleaner Swiss Cottage is committed to providing a reliable, high quality cleaning service for homes, landlords, tenants and businesses. We recognise that, from time to time, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat every complaint seriously and use all feedback to improve our domestic and commercial cleaning services. Our aims are to acknowledge your concern promptly, investigate it fairly, keep you informed throughout, and provide a clear resolution within a reasonable timeframe.

We encourage you to raise issues as soon as possible so we can put things right quickly, minimise disruption, and prevent the same problem recurring in future cleaning visits.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our standards of work, our scheduling and communication, or the way your account has been handled. Examples include issues such as missed areas during a clean, late arrival or non-attendance, damage to property or items, poor conduct or attitude from cleaners, unsafe working practices, or billing and payment concerns.

You do not need to use specific words or refer to this procedure for your feedback to be treated as a complaint. If you are unhappy with any part of our service, we will log and review your concern in line with this procedure.

How to Make a Complaint

You can make a complaint in writing or by speaking to a member of our office team. Providing as much detail as possible helps us investigate effectively. Where you can, please include your full name, service address, preferred method of contact, dates and times of the cleaning service, a clear description of what went wrong, and any photographs or notes that may help us understand the issue.

If your concern relates to an ongoing cleaning schedule, please let us know before the next visit where possible so we can adjust the work and avoid repeating the same issue.

Stage One: Initial Response

At the first stage, our office team will review your complaint. We aim to acknowledge your complaint promptly and confirm that it has been logged. During this stage we may ask for extra information or clarification to ensure we fully understand the problem and the outcome you are seeking, for example a re-clean, an explanation, changes to your schedule, or a partial refund where appropriate.

We will then assess what happened by reviewing cleaning checklists, speaking with the cleaner or team involved, and considering any relevant notes or photographs. Our goal is to provide an initial response as soon as reasonably possible, explaining what we have found and any immediate steps we can take to put things right.

Stage Two: Investigation and Resolution

If your complaint is more complex or cannot be resolved at the initial stage, it will be escalated for a more detailed investigation. This may involve a senior member of staff or manager reviewing the circumstances, speaking with the cleaning operatives and any supervisors, and checking records relating to your booking and previous visits.

Once the investigation is complete, we will provide a written or verbal outcome, which may include an explanation of what went wrong, an apology where appropriate, details of any corrective action such as a re-clean or schedule adjustment, and information on any service credits or other goodwill gestures that we consider appropriate in the circumstances.

We aim to complete investigations within a reasonable timeframe. If we need longer, we will let you know and keep you updated on progress.

Stage Three: Further Review

If you remain dissatisfied after the outcome of the investigation, you may request a further review. A senior member of the management team will re-examine the complaint, the steps already taken, and the proposed resolution. They may contact you for additional information or clarification.

Following this review, we will confirm our final position and explain the reasons for our decision. At this point we will also set out any further options that may be available to you.

Time Limits for Making a Complaint

We ask that complaints about completed cleaning visits are raised as soon as possible, preferably within a short period of the service taking place. Reporting issues promptly helps us verify what happened, assess the condition of the property, and resolve matters quickly, especially in relation to end of tenancy or pre- and post-tenancy cleaning where timescales are often tight.

Complaints raised after a significant delay may be more difficult to investigate in full. However, we will always review the information you provide and respond as fairly as we can in the circumstances.

How We Use Complaints to Improve

Complaints and feedback are an important part of quality control for our cleaning services. We regularly review complaint records to spot patterns, identify training needs for cleaning staff, adjust checklists and procedures, and improve communication with clients. This helps us maintain high standards for regular housekeeping, deep cleaning, one off cleans and specialist work.

Where we identify that a particular cleaner, team or process needs improvement, we take appropriate action. This can include additional training, closer supervision, revised procedures or, in serious cases, disciplinary measures.

Confidentiality and Fair Treatment

All complaints are handled with respect and sensitivity. Information is shared only with those who need it to respond to your concerns or improve our services. We expect our staff to treat every client fairly and without bias, regardless of whether a complaint has been made. Making a complaint in good faith will not affect the way we provide or offer services to you.

Reasonable Behaviour

We understand that problems with cleaning services can be frustrating, especially when they involve moving dates, inspections or tight deadlines. We will always treat you courteously and do our best to resolve matters constructively. In return, we ask that clients communicate with our staff in a respectful way. We may decide to limit or end communication where behaviour is abusive, threatening or persistently unreasonable, but this will only be considered in exceptional circumstances.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. Cleaner Swiss Cottage may update it from time to time to reflect changes in our services, internal processes or wider industry standards. The latest version will always describe how we handle complaints for our clients and service users.