Complaints Procedure

Cleaner Surrey Complaints Procedure

Cleaner Surrey is committed to delivering reliable and professional cleaning services. We value all feedback, including complaints, as it helps us improve our service and maintain high standards. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome.

Our Commitment to Handling Complaints

We treat every complaint seriously and handle it with courtesy, confidentiality, and respect. Our aims are to make it easy for you to tell us when something has gone wrong, to investigate your concerns carefully, and to put things right wherever possible. We also use the learning from complaints to review our systems, staff training, and service delivery.

What This Procedure Covers

This procedure covers complaints relating to our cleaning services, including domestic cleaning, commercial cleaning, end of tenancy cleans, and any other work carried out by Cleaner Surrey. It applies whether you are a regular client, a one-off customer, or a third party who has been directly affected by our work.

This procedure does not cover general enquiries, requests for additional services, or the reporting of emergencies that require immediate attention. Those should be raised through our usual customer service channels.

Raising a Complaint Informally

Where possible, we encourage you to raise any concern as soon as it arises. Many issues can be resolved quickly and informally by speaking with the cleaner on site, the team leader, or your usual point of contact. Informal complaints allow us to put things right straight away, for example by correcting missed areas, adjusting the schedule, or clarifying expectations about the agreed scope of work.

If you feel comfortable doing so, please provide clear details of what went wrong, when it happened, and how you would like us to put it right. We will always listen carefully and aim to resolve informal complaints promptly.

Making a Formal Complaint

If your concern is not resolved informally, or if you prefer not to raise it in that way, you can make a formal complaint. You may submit a formal complaint in writing. Written complaints help us to keep an accurate record of what has been raised and how we have responded.

When making a formal complaint, please include the following information where possible:

The date of the clean or incident you are complaining about. The address or site where the service took place. A clear description of the issue, including any specific areas or tasks you feel were not completed to the agreed standard. Any photographs or notes that support your concerns, if available. Details of any previous attempts to resolve the matter informally.

If any of this information is not available, you should still contact us. We will work with you to clarify the details.

How We Will Respond

We will acknowledge your formal complaint within a reasonable period from receiving it. In our acknowledgement we will confirm that your complaint has been logged and provide an indication of when you can expect a full response.

We will then investigate your complaint. Depending on the nature of the issue, this may involve:

Reviewing cleaning schedules, checklists, and job records. Speaking with the staff members involved. Visiting the property or site, where appropriate and by agreement. Reviewing any photographs or evidence you have provided.

Once our investigation is complete, we will provide you with a written response setting out our findings, any actions we have taken, and any further steps we propose to resolve the matter. We aim to complete investigations and send a full response within a reasonable timescale, taking into account the complexity of the complaint.

Possible Outcomes and Remedies

Where our investigation shows that our service has fallen below the standards we expect, we will seek to resolve the complaint fairly. This may include one or more of the following outcomes, depending on the circumstances:

Correcting any missed or unsatisfactory cleaning work, for example by offering a return visit. Adjusting future cleaning plans, schedules, or staffing to prevent similar issues. Providing feedback, guidance, or additional training to members of our team. Reviewing and improving our internal procedures.

Any remedy offered will be proportionate to the issue identified and will take into account the nature of the service, the impact on you as the customer, and the findings of our investigation.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed. Your complaint will then be considered by a more senior member of the company who has not previously been involved in the matter. They will review the original complaint, the investigation, and the response provided, and may contact you for further information.

Following this review, we will issue a final response explaining whether we uphold your complaint in full, in part, or not at all, and the reasons for that decision. This will complete our internal complaints procedure.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared within Cleaner Surrey with those who need it in order to investigate and respond to your complaint. We will treat your personal data in line with our data protection obligations and will only retain information for as long as necessary for complaint handling and any legal or regulatory purposes.

Using Complaints to Improve Our Services

We view complaints as an important source of feedback and a valuable opportunity to improve our cleaning services across the areas we serve. We regularly review complaint trends and outcomes to identify training needs, update our procedures, and enhance our quality control checks.

By telling us when something has gone wrong, you help us to maintain consistent standards and provide a more reliable, professional cleaning service for all our customers.

Accessibility of This Procedure

This Complaints Procedure is available to all existing and prospective customers of Cleaner Surrey. If you require this information in an alternative format, please let us know and we will do our best to accommodate your needs.

We appreciate you taking the time to share your concerns with us and we will always work to handle your complaint fairly, promptly, and with respect.