Twickenham Cleaner Complaints Procedure

Twickenham Cleaner is committed to delivering reliable, high-quality domestic and commercial cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put things right promptly and improve our services. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work to resolve the issue fairly and efficiently.

Our Commitment to Customer Feedback

We value all feedback, whether positive or negative, as it helps us maintain and improve the quality of our cleaning services. Every complaint is taken seriously and is treated with professionalism, respect, and confidentiality. We aim to resolve most issues quickly and informally, while also providing a clear, structured process for more serious or complex concerns.

What This Procedure Covers

This procedure applies to complaints about our cleaning services, including but not limited to the standard of cleaning, conduct of cleaners, reliability of appointments, adherence to agreed schedules and instructions, and billing or administration related to cleaning work. It is designed for both regular and one-off clients using our services in our operating areas.

Raising a Concern Informally

Many issues can be resolved informally and at an early stage. If you are unhappy with any aspect of the cleaning service, we encourage you to raise the matter as soon as possible, ideally within 24 to 48 hours of the service taking place. Provide details such as the date of the clean, the areas or tasks you are unhappy with, and any relevant photographs or notes. We will review the issue promptly and, where appropriate, offer a practical solution such as re-cleaning specific areas or adjusting future visits to better meet your expectations.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if you feel the matter is more serious, you can make a formal complaint. Please set out your complaint clearly and include your name, the service address, dates and times of the relevant cleaning sessions, a description of what went wrong or did not meet your expectations, and any steps already taken to try to resolve the issue. Providing accurate and complete information will help us investigate your complaint thoroughly and efficiently.

Acknowledgement and Timeframes

Upon receiving your formal complaint, we will acknowledge it within a reasonable period of time. We will then begin our investigation, which may involve reviewing job records and schedules, speaking with the cleaning team involved, and, where necessary, requesting further information from you. Our aim is to provide a full written response within a set timeframe from the date of acknowledgement. If the matter is particularly complex or requires more detailed investigation, we will let you know that we need additional time and provide an updated timescale.

How We Investigate Complaints

All complaints are investigated impartially and with an open mind. We will consider your account of events, the records we hold relating to the booking and the work carried out, the perspective of the cleaners or supervisors involved, and any other relevant evidence, such as photographs or checklists. We may contact you to clarify details or request additional information. Our focus is on understanding what happened, assessing whether our standards and procedures were followed, and identifying what we can do to resolve the issue and prevent similar problems in the future.

Outcomes and Remedies

Once our investigation is complete, we will explain our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include a re-clean of specific areas within a reasonable time frame, adjustments to future cleaning plans or instructions, internal training or supervision measures for staff, or other appropriate remedies. Where we find that our service fell short of the standards we aim to provide, we will take steps to put things right and to learn from the situation. If we conclude that we met our obligations, we will explain the reasons for that decision clearly and respectfully.

Escalating a Complaint

If you are not satisfied with the outcome of your formal complaint, you may request that it be reviewed at a higher level within our management. When asking for an escalation, please explain which aspects of the outcome you disagree with and why. A more senior member of our team will review the complaint, the investigation, and the response already provided. They may ask for additional information from you or from staff involved before reaching a final decision. We will then write to you with our final position on the matter.

Confidentiality and Data Protection

All complaints are handled in confidence. Details will be shared only with staff who need the information in order to investigate and respond to the complaint, or as required by law. We handle all personal data in line with applicable data protection requirements and retain complaint records only for as long as is necessary for legitimate business and legal purposes.

Using Complaints to Improve Our Service

We regularly review complaint records and feedback to identify patterns, recurring issues, and areas where our procedures can be strengthened. This may lead to updates to our training, supervision, quality checks, or booking processes. By raising concerns, you help us to maintain high standards and to provide more reliable and consistent cleaning services across the areas we serve.

Accessibility of This Procedure

This Complaints Procedure is available to all clients and prospective clients. If you require this information in an alternative format or need assistance in submitting a complaint, please let us know so we can provide appropriate support. Our aim is to ensure that every client can raise concerns easily and have them handled in a fair, timely, and transparent manner.

We appreciate the opportunity to resolve any issues you experience and to continue delivering a professional cleaning service you can rely on.