Complaints Procedure

Camden Town Cleaners Complaints Procedure

This complaints procedure explains how Camden Town Cleaners manages concerns and complaints about our cleaning services. Our aim is to resolve issues quickly, fairly and transparently, while using feedback to improve the quality and reliability of our work.

1. Purpose and Scope

This procedure applies to all customers who use Camden Town Cleaners for domestic or commercial cleaning services. It covers complaints about the quality of cleaning, conduct of staff, reliability of attendance, communication, invoicing and any other aspect of our service delivery.

We treat every complaint seriously, whether it is minor or significant, and we handle all information in a professional and respectful manner.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services where a response or resolution is expected. This can include, for example:

Poor cleaning standards or missed areas. Concerns about punctuality, no-shows or late cancellations. Issues with courtesy, professionalism or behaviour of staff. Problems with charges, invoices or payment arrangements. Failure to follow agreed instructions or service specifications.

We encourage customers to raise concerns as soon as possible so we can put things right and prevent the same issue from happening again.

3. How to Make a Complaint

Customers can make a complaint verbally or in writing to any member of our team. You may contact us using the general contact methods on our website or by speaking directly to our office team or a supervisor.

When submitting a complaint, please provide:

Your full name and, if relevant, the business or property name. The date and approximate time of the service. A clear description of what went wrong. Any photos or notes that help to explain the issue. The outcome you would consider fair, where applicable.

Providing this information helps us investigate the matter thoroughly and respond more quickly.

4. Initial Acknowledgement

We aim to acknowledge all complaints within two working days of receipt. Where complaints are made verbally, the staff member receiving the complaint will confirm that it has been logged and passed to the appropriate person for review.

For written complaints, we will confirm that we have received your message and provide an outline of the next steps in the process.

5. Investigation Process

Once a complaint is received, it will be allocated to a manager or supervisor with responsibility for the relevant service area. The investigation may include:

Reviewing job records, booking details and checklists. Speaking with the cleaning operative or team who carried out the work. Examining any photographs or evidence supplied by the customer. Where appropriate, arranging a follow-up visit to the property.

We aim to complete most investigations and provide a full response within ten working days. If more time is required due to complexity or availability of staff, we will inform you and provide an updated timescale.

6. Our Response and Possible Outcomes

Following the investigation, we will provide a clear and reasoned response setting out:

What we have found. Whether the complaint is upheld in full, in part or not upheld. Any steps we have already taken. Any further actions we propose.

Depending on the circumstances, possible outcomes may include:

A sincere apology and explanation. A complimentary re-clean of the affected areas. A partial or full refund for the specific service. Service adjustments or additional training for staff. Changes to our procedures or service standards to prevent recurrence.

We will always aim to reach a fair outcome that reflects the nature of the issue and the impact on the customer.

7. If You Are Not Satisfied with the Outcome

If you remain dissatisfied after our initial response, you may ask for your complaint to be reviewed by a senior manager. In doing so, please explain why you are unhappy with the original decision or outcome, and what you believe would be a fair resolution.

The senior manager will re-examine the complaint, the evidence, and the handling of the case, and will provide a final company response. This review will normally be completed within ten working days of receiving your request for escalation.

8. Confidentiality and Data Protection

All complaints are handled in line with our privacy and data protection practices. Information about your complaint will only be shared with those who need it to investigate and resolve the matter or to improve our services.

We will keep records of complaints and their outcomes securely and only for as long as is necessary for legal, regulatory and quality assurance purposes.

9. Fair Treatment and No Detriment

Customers will never be treated less favourably for raising a complaint. We welcome feedback and recognise that concerns, when handled properly, help us deliver more consistent and reliable cleaning services.

Our staff are required to remain professional and courteous at all times during the complaints process, and customers are also expected to communicate in a respectful manner.

10. Continuous Improvement

We regularly review complaints data to identify patterns, training needs and opportunities for improvement. This may include updating our cleaning procedures, revising checklists, enhancing supervision or providing additional staff guidance.

By following this complaints procedure, Camden Town Cleaners aims to resolve issues efficiently and use every complaint as an opportunity to strengthen the quality of our cleaning services and overall customer experience.