Catford Cleaner Complaints Procedure

Catford Cleaner is committed to providing reliable, professional cleaning services for homes and businesses. We recognise that, on occasion, things may go wrong. When that happens, we want to know so that we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.

Our Approach to Complaints

We treat all complaints seriously and handle them in a fair, consistent, and timely manner. Our aim is to resolve issues as quickly as possible, ideally at the point they arise, and to learn from feedback so that similar problems do not occur again. We will always treat you with respect and expect our team and clients to behave respectfully throughout the process.

What This Procedure Covers

This complaints procedure applies to any dissatisfaction with the cleaning services provided by Catford Cleaner, including but not limited to domestic and commercial cleaning, one off deep cleans, end of tenancy cleans, and regular maintenance visits. It covers concerns about the standard of cleaning, conduct of staff, adherence to agreed schedules and access arrangements, and how we have handled a previous issue.

This procedure does not cover matters that are outside our reasonable control, such as building maintenance issues, utility outages, or situations where our team is prevented from carrying out work due to access restrictions or safety concerns. However, if you are unsure whether your concern is covered, you should still contact us and we will advise you.

How to Raise a Complaint

If you are unhappy with any aspect of our cleaning service, we encourage you to raise the issue as soon as possible. Providing clear and specific information helps us investigate and respond effectively. When you contact us with a complaint, please include:

The date and time of the clean or incident, the address where the service was carried out, a description of what went wrong, and any photos or notes that may help us understand the issue. We also recommend telling us what outcome you would consider a fair resolution, such as a re clean of specific areas or a review of the agreed schedule.

Stage One: Informal Resolution

Where possible, we aim to resolve complaints informally and quickly. In many cases, issues can be sorted out by speaking directly with the cleaner on site or the supervisor responsible for your booking. They may be able to address the concern immediately, such as recleaning a missed area during the same visit, clarifying what was included in the booking, or arranging a prompt follow up appointment.

If the issue cannot be resolved straight away or you prefer not to discuss it with the cleaner, you may contact our office and request that the matter is reviewed by a manager. We will usually acknowledge informal complaints promptly and aim to reach an agreement with you within a reasonable time frame.

Stage Two: Formal Complaint

If you feel that your concern has not been resolved informally, or the matter is more serious, you may submit a formal complaint. When you make a formal complaint, we will acknowledge it within a reasonable period and confirm that we have started our investigation.

A manager will review your complaint, speak with the cleaning team involved, and examine any records related to your booking, such as the schedule, checklist, and any previous correspondence. We may contact you to clarify details, request further information, or arrange a visit to inspect the property if appropriate.

Once the investigation is complete, we will provide a written response setting out our findings, any action we will take to resolve the matter, and any steps we intend to take to prevent similar issues in the future. We aim to respond to formal complaints within a reasonable timescale, depending on the complexity of the issue.

Possible Outcomes and Remedies

Where a complaint is upheld, we will offer a remedy that is fair and proportionate to the issue. Depending on the circumstances, this may include a re clean of specific areas, adjustments to your future cleaning schedule, feedback and additional training for members of our team, or other appropriate measures to address the problem.

Where a complaint is not upheld, we will explain our reasons and any evidence we relied on in reaching our decision. Even if we do not agree with every aspect of the complaint, we may still identify areas where our communication or processes could be improved and take steps to do so.

Escalation of Unresolved Complaints

If you are not satisfied with the outcome of your formal complaint, you may request a further review. This review will, where possible, be carried out by a more senior member of the management team who has not been directly involved in the previous stages. They will consider the original complaint, the investigation carried out, and any new information you provide.

Following this review, we will send you a final response, confirming our position and any final steps we are prepared to take. At this point, our internal complaints process will be considered complete.

Time Limits for Complaints

For service related issues, we ask that you raise complaints as soon as possible after the clean, and ideally within a short period of the service date. This allows us to investigate effectively, as details will still be clear and any missed or unsatisfactory areas can be inspected and put right promptly.

While we will always do our best to consider older complaints, delays in reporting may limit what we can do, especially where evidence is no longer available or the property has since been cleaned or occupied by others.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with members of our team who need it in order to investigate and respond. We will store and process your information in line with our data protection obligations and retain complaint records only for as long as necessary for legitimate business and legal purposes.

Using Complaints to Improve Our Service

We welcome feedback as an opportunity to learn. Catford Cleaner regularly reviews complaints and outcomes to identify patterns, training needs, and improvements to our cleaning processes, supervision, and communication with clients. By raising a concern, you help us maintain and enhance the quality and reliability of our services across the area we serve.

By using our services, you agree that any complaints will be handled according to this procedure. These steps are designed to be clear, fair, and straightforward, ensuring that your concerns are listened to and addressed in a professional and timely manner.