Complaints Procedure for Stockwell Cleaner Clients

Stockwell Cleaner is committed to delivering reliable, professional and respectful cleaning services. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.

1. Purpose and Scope of This Procedure

This procedure is designed for any client using our cleaning services, whether for domestic or commercial premises. It covers concerns about the quality of cleaning, staff behaviour, punctuality, service reliability or any aspect of our operations that has caused dissatisfaction. We welcome feedback, as it helps us maintain and improve standards across our service area.

We aim to resolve issues quickly, fairly and transparently. You will never be treated unfavourably for raising a complaint in good faith.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or our staff, where you expect a response or resolution. Examples include:

Unsatisfactory cleaning results such as missed areas, poor attention to detail or recurring issues.

Concerns about punctuality, late arrivals or missed appointments without adequate notice.

Issues relating to conduct, courtesy or professionalism of any member of our cleaning team.

Disagreements regarding agreed services, schedules, access arrangements or general communication.

Disputes over invoices, charges or clarity of costs.

If you are unsure whether your issue is a complaint or general feedback, you may still raise it with us and we will treat it appropriately.

3. How to Raise a Complaint

You may raise a complaint in writing or verbally. Written complaints help us understand the matter more clearly and create a record of your concerns, but this is not essential. When submitting your complaint, please provide the following where possible:

Your full name and, if relevant, business name.

The address or premises where the cleaning service was carried out.

The date and time of the service or incident you are complaining about.

A clear description of what went wrong and how it has affected you.

Any supporting information that may help us investigate, such as photographs or dates of previous discussions about the same issue.

You can address your complaint to the person you normally deal with at Stockwell Cleaner, or directly to our management team.

4. Time Limits for Making a Complaint

To help us investigate effectively, we encourage you to raise your complaint as soon as possible after the problem occurs. Where the issue relates to the condition of a property following a clean, we ask that you contact us within a reasonable period from the date of the service so that we can verify and correct any issues promptly.

5. How We Handle Your Complaint

We follow a clear, staged process for dealing with complaints about our cleaning services.

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it and record it in our internal system. We will usually assign a member of our management team to review the matter. They may contact you for clarification or further details if needed.

Stage 2: Investigation

We will investigate your complaint by checking work records, staff schedules and any relevant notes. Where appropriate, we may speak to the cleaner or team involved and, if helpful, arrange to visit the property to inspect the issue. We aim to complete this stage within a reasonable timeframe, depending on the complexity of the complaint.

Stage 3: Outcome and Response

After the investigation, we will respond to you with our findings and any proposed resolution. Where we uphold your complaint, we will explain what went wrong and the steps we will take to put it right. Where we do not uphold your complaint, we will provide a clear explanation of our reasons based on the information available.

6. Possible Resolutions

Depending on the nature of your complaint, possible outcomes may include:

A return visit to complete or correct cleaning tasks, where this is practical and appropriate.

A goodwill gesture or partial adjustment to charges, where justified by the circumstances.

Changes to how we schedule, supervise or deliver services at your premises.

Additional training, guidance or, where necessary, disciplinary action for staff members.

Clarification of our terms, services and communication so that expectations are clear going forward.

We will always aim to agree a resolution that is fair and reasonable to both you and Stockwell Cleaner.

7. If You Are Unhappy With the Outcome

If you are not satisfied with the response at the first stage, you may ask for a further review. This will usually be carried out by a more senior member of the management team who was not directly involved in the initial decision. They will reassess the information, and may contact you to discuss your concerns before issuing a final response.

8. Our Commitment to Fairness and Confidentiality

All complaints are handled with respect and discretion. Information you provide will be used only for the purpose of resolving the complaint and improving our services. We will not share your details outside Stockwell Cleaner except where required by law. Our team members are trained to treat all complainants courteously and without bias.

9. Using Feedback to Improve Our Cleaning Services

We regularly review complaint records to identify patterns, recurring issues and opportunities for improvement. Complaints help us refine our cleaning processes, enhance staff training and raise service standards across all the areas we cover. By telling us when something goes wrong, you give us the chance to put it right and to prevent similar issues in future.

10. Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal practices or relevant guidance. The latest version will apply to all new complaints from the date it is published.

Stockwell Cleaner values every client and every piece of feedback. If you have concerns about any aspect of our cleaning services, we encourage you to use this procedure so we can address the issue promptly and professionally.