Complaints Procedure for Cleaners Barnet Customers
This complaints procedure explains how customers can raise concerns about our cleaning services and how we will handle and resolve those concerns. Our aim is to provide a clear, fair and timely process that promotes confidence in our work and helps us continually improve our services.
Our Commitment to Resolving Complaints
Cleaners Barnet is committed to dealing with all complaints in a professional and respectful manner. We will listen carefully to what you tell us, investigate the issue objectively, and provide a clear response. Wherever possible, we will work with you to put things right and prevent the same problem from happening again.
We welcome feedback, whether positive or negative, as it helps us maintain high standards across our regular domestic cleaning, one off cleaning and related services in the area we serve.
What This Procedure Covers
This procedure covers complaints about our cleaning services and conduct, including but not limited to the quality of cleaning, reliability and punctuality, behaviour and professionalism of cleaners, adherence to agreed tasks, handling of keys and access arrangements, and health and safety concerns relating to our work.
This procedure does not cover matters that are purely requests for additional services, changes to bookings, or general enquiries, which are dealt with through our normal customer service channels.
How to Make a Complaint
You can raise a complaint verbally or in writing. To help us investigate promptly and thoroughly, please provide the following information where possible: your full name, the service address, the date and approximate time of the service, a clear description of what went wrong, and how you would like us to resolve the matter if you have a preferred outcome.
If the complaint relates to a particular visit or cleaner, please mention this so that we can review the specific details and speak to the correct team members. The more information you provide, the quicker and more accurately we can respond.
Stages of Our Complaints Handling Process
We aim to resolve most issues quickly at the first point of contact. However, if the matter is more complex, we follow the stages outlined below.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will review the details and acknowledge that we have received it. For straightforward issues, we may be able to resolve your complaint immediately. For more detailed matters, we will confirm that an investigation is underway and provide an indicative timeframe for our response.
In most cases, we aim to provide an initial response within a reasonable period of time, taking into account the nature of the complaint and the need to speak with any staff involved.
Stage 2: Investigation
The investigation will be carried out by an appropriate member of our management team who has not been directly involved in the issue wherever possible. They may review cleaning schedules and checklists, discuss the matter with the cleaners who attended your property, request photographs or other evidence where relevant, and if needed, contact you to clarify details or obtain further information.
Our goal is to establish what happened, why it happened, and what we can do to correct the situation and prevent a recurrence.
Stage 3: Outcome and Resolution
Once the investigation is complete, we will provide you with a clear and concise response. This will set out our understanding of the complaint, the steps we took to investigate, our findings and conclusions, and any actions we will take to resolve the matter.
Depending on the circumstances, potential resolutions may include arranging a re-clean of affected areas where appropriate, adjusting future service plans or instructions, issuing a partial or full service credit where justified, and implementing additional staff training or supervision to address any identified shortcomings.
Timeframes for Handling Complaints
We aim to resolve complaints as quickly as possible and will keep you informed if more time is needed. Some issues can be resolved on the same day, while others may require additional investigation, especially if multiple visits or team members are involved. In all cases, we will act promptly and reasonably to bring matters to a conclusion.
If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of your complaint at the first stage, you may request that the decision be reviewed by a more senior member of our management team. When doing so, please explain why you remain dissatisfied and highlight any information you believe has not been fully considered.
We will then carry out a secondary review, which may include re-examining the evidence and, where necessary, speaking again with those involved. Following this review, we will provide you with a final response explaining our position and any further actions we will take.
Recording and Using Complaint Information
All complaints are recorded securely and retained in line with our data and record-keeping policies. We use this information to monitor trends, identify areas for improvement in our domestic and commercial cleaning operations, refine staff training and procedures, and enhance the overall quality and reliability of our services.
Personal information provided as part of a complaint is handled confidentially and used only for the purposes of investigating and resolving the issue, or as otherwise required by law.
Continuous Improvement and Review
We regularly review this complaints procedure to ensure it remains effective, transparent and easy to understand. Feedback from customers plays an important role in this process. By raising concerns when something does not meet your expectations, you help us to improve the service we provide to you and to other customers in our service area.
Cleaners Barnet believes that dealing with complaints properly is an essential part of delivering a dependable and trustworthy cleaning service. We appreciate the opportunity to address any concerns and to show our commitment to putting things right.
