Putney Cleaner Complaints Procedure

Putney Cleaner is committed to providing reliable and professional cleaning services. We recognise that, on occasion, things may go wrong or fall below the standard you expect. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and view them as an opportunity to improve our services. Our aims when dealing with a complaint are to listen carefully, respond promptly, investigate fairly and put things right where we have made a mistake. We also use the information we receive from complaints to review our training, supervision and quality control processes.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our cleaning staff, our administration or communication, or the way in which we have handled a previous query. You can make a complaint whether you are a regular client, a one-off booking client, a commercial customer, a landlord, a tenant or an agent using our services.

Examples of issues that may lead to a complaint include missed or incomplete cleaning tasks, damage to property or belongings, lateness or non-attendance, conduct or behaviour of cleaning staff, invoicing or payment concerns, and communication issues such as delayed responses or unclear information.

How to Raise a Complaint

You can raise a complaint in writing or verbally, using any of the usual contact methods you use to communicate with Putney Cleaner. When submitting a complaint, please provide your name, the service address, the date and approximate time of the service concerned, a clear description of what went wrong, any supporting information such as photos or notes, and what outcome you are seeking, for example a return visit or clarification on charges.

Providing full information at the outset helps us investigate more efficiently and respond to you without unnecessary delay.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that your complaint has been logged and, where feasible, give you the name or role of the person who will be handling it. We may also request any additional information we need to understand the issue fully.

Complaint Handling Stages

We aim to resolve most complaints quickly and informally at the first point of contact. However, if your complaint is more complex or cannot be resolved immediately, we follow a structured process.

Stage One: Frontline Resolution

At this stage, a member of our office or customer service team will review your complaint, check the details of the booking, and, if necessary, speak with the cleaner or team assigned to your property. We aim to provide an initial response within a reasonable timescale. This may include an explanation, an apology where appropriate, and a proposed solution such as a corrective clean, a partial refund, or a change of cleaner or schedule.

Stage Two: Formal Investigation

If you are not satisfied with the outcome at Stage One, or if the matter is serious or complex, your complaint may be escalated for formal investigation by a senior member of staff or manager. They will review all the information available, which may include job notes, checklists, any photographs, staff statements and previous correspondence. We will then provide a written outcome, setting out what we have found, any action we propose to take, and the reasons for our decision.

Timescales

We aim to handle complaints promptly and avoid unnecessary delay. While timescales can vary depending on the nature of the issue, we will always strive to keep you informed. If we cannot give you a full response within a reasonable period, we will update you on progress and let you know when you can expect a final reply.

Possible Outcomes and Remedies

Where our investigation shows that we have not met our usual standards, we will take appropriate steps to put matters right. Depending on the circumstances, this may include arranging a re-clean or corrective visit, adjusting or refunding part of an invoice, offering an alternative cleaner or supervisor, reviewing and improving our internal procedures, and providing additional training or guidance to our staff.

If we conclude that we have acted reasonably and in accordance with our terms and conditions, we will explain this clearly and provide our reasons. Even where we do not uphold a complaint, we still consider any points raised as valuable feedback for improving our services.

Your Responsibilities When Making a Complaint

To help us manage your complaint effectively, we ask that you raise any concerns as soon as possible after the service, provide accurate and complete information, allow our staff reasonable access to the property if a visit is needed to assess the situation, and treat our team with courtesy and respect throughout the process. We do not tolerate abusive, threatening or discriminatory behaviour towards our staff.

Confidentiality and Data Protection

All complaints are handled in confidence and shared only with those who need to know in order to investigate and resolve the matter. We handle any personal information you provide in line with our data protection obligations. Information from complaints may be used in an anonymised way for training and quality improvement.

Continuous Improvement

Putney Cleaner is dedicated to maintaining high standards of domestic and commercial cleaning services across our service area. We regularly review complaints data to identify trends, recurring issues and opportunities to improve. This helps us refine our checklists, supervision, products and equipment, and staff training, so that future clients receive an even better service.

Review of this Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or applicable regulations. The version published here is the one currently in force and applies to all clients using Putney Cleaner services.