Camden Cleaner Complaints Procedure

Camden Cleaner is committed to providing a reliable and professional cleaning service. We understand that, on occasion, 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. Our aim is to resolve issues promptly, fairly and transparently, and to use feedback to improve our services.

Purpose and Scope of This Complaints Procedure

This procedure applies to all customers who use Camden Cleaner for domestic or commercial cleaning services. It covers complaints about the quality of cleaning, conduct of staff, scheduling, communication, and any aspect of the service we directly provide. It does not cover matters that are outside our control, such as issues caused by third-party providers engaged independently by the customer.

We will treat every complaint seriously and handle it with respect and confidentiality. Making a complaint will not affect your right to continue using our services or to receive fair treatment from our staff.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, whether written or verbal, where you expect a response from us. Examples include:

Cleaning tasks not completed to the agreed standard or specification.

Missed or significantly delayed appointments without adequate notice.

Behaviour or attitude of a member of our cleaning team that you consider unprofessional.

Concerns about how we have handled your information or communication with you.

Issues relating to damage, loss or access to your property arising from our service.

If you are unsure whether your concern counts as a complaint, please raise it with us. We would prefer to hear from you so that we can address the matter quickly.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep precise records, but we understand that is not always convenient. When making a complaint, please provide as much detail as possible, including:

Your full name and, if relevant, your company or organisation name.

The address of the property where the cleaning service was carried out.

Dates and approximate times of the appointment or incident.

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

Names of any staff members involved, if known.

Any photographs or notes that might help us understand the issue.

We encourage you to raise complaints as soon as possible after the event, ideally within seven days of the service, so that we can investigate promptly and offer an effective resolution.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system. We aim to acknowledge all complaints within three working days. This acknowledgement will confirm that we have received your complaint and explain the next steps, including an expected timeframe for our response.

Stage 2: Investigation

A manager or supervisor will investigate your complaint. The nature of our investigation will depend on the issue, but may include:

Reviewing our appointment records, service checklists and job notes.

Speaking with the cleaning team members involved.

Reviewing any photographs, messages or other evidence you have provided.

In some cases, we may request additional information from you or arrange a visit to the property, with your agreement, to review the outcome of the cleaning work.

We aim to complete our investigation and provide a response within ten working days of acknowledging your complaint. If we need more time because the matter is complex or staff are unavailable, we will inform you and provide a revised timescale.

Stage 3: Response and Resolution

Following our investigation, we will send you a clear and detailed response. This will outline:

What we have understood your complaint to be.

The steps we took to investigate your concerns.

Our findings and whether we uphold your complaint in full, in part, or not at all.

Any actions we will take to resolve the issue and prevent a recurrence.

Possible resolutions may include, where appropriate:

A return visit to rectify cleaning issues at no additional cost.

A partial or full refund for the affected service, subject to our terms.

Reassignment of staff for future visits, where conduct or compatibility is a concern.

Changes to our internal processes, training or scheduling to improve our service.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage 3, you may request an escalation. Your complaint will then be reviewed by a more senior member of our team who was not involved in the original investigation.

When asking for an escalation, please explain why you are unhappy with the initial response and what outcome you are seeking. We will acknowledge your escalation within three working days and aim to provide a final response within ten working days of that acknowledgement.

The final response will confirm our position and any further actions we will take. At this stage, we will have exhausted our internal complaints procedure.

Your Responsibilities When Making a Complaint

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

Provide accurate and complete information about the issue.

Raise your concerns as soon as reasonably possible after the service.

Communicate with our team in a respectful and constructive manner.

Allow us reasonable access to investigate and, where agreed, to put things right.

We reserve the right to discontinue communication if a complainant behaves in an abusive, threatening or discriminatory manner towards our staff, although we will still consider the substance of any valid complaint raised.

Confidentiality and Data Protection

All complaints will be handled confidentially and in line with our data protection obligations. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter or where we are required to do so by law. We retain records of complaints and our responses so that we can monitor trends, improve our services and demonstrate how we have handled issues should this be required.

Continuous Improvement

We value feedback from our customers and view complaints as an opportunity to improve. By following this procedure, Camden Cleaner aims not only to resolve individual issues but also to enhance the quality, reliability and professionalism of our cleaning services across our service area.

If you have any questions about this complaints procedure or would like clarification before raising a concern, you are welcome to contact us using your usual communication method with Camden Cleaner.