Complaints Procedure

Complaints Procedure for St John’s Wood Cleaner

St John’s Wood Cleaner is committed to delivering reliable, high-quality cleaning services across the local area. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to Resolving Complaints

We take all complaints seriously and treat them as an opportunity to improve our services. Our aims are to:

Respond promptly and courteously to all concerns raised.

Investigate matters fairly and objectively.

Provide clear explanations and, where appropriate, practical remedies.

Use feedback to enhance the quality and reliability of our cleaning services in St John’s Wood and nearby areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous issue. This may include, for example:

Concerns about the standard or quality of cleaning work.

Missed or late appointments without adequate notice.

Conduct or behaviour of a cleaner while on your premises.

Issues with how a previous concern was handled or resolved.

Disputes about charges where you believe an error has been made.

If you are unsure whether your concern is a complaint, you may still raise it using the steps below and we will treat it appropriately.

How to Make a Complaint

You may raise a complaint verbally or in writing. While we accept complaints in any reasonable form, putting your concern in writing can help us understand the situation clearly and respond more thoroughly.

When making a complaint, please provide as much of the following information as possible:

Your full name and, if applicable, the property address where the cleaning took place.

The date and approximate time of the relevant cleaning visit.

The name of the cleaner or team, if known.

A detailed description of what went wrong or did not meet your expectations.

Any photos or notes that may help explain the issue.

What outcome or resolution you are seeking, if you have something specific in mind.

Providing detailed information helps us review your complaint efficiently and thoroughly.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We aim to provide an initial acknowledgement within a few working days. In this first response we will usually:

Confirm that we have received your complaint.

Explain who will be handling the matter.

Outline any immediate steps we may take, such as contacting the cleaner involved or arranging a follow-up visit.

In straightforward cases, we may be able to resolve the matter at this stage with a clear explanation, apology where appropriate, and a practical remedy.

Stage Two: Investigation

If your complaint requires a more detailed review, it will be escalated for a fuller investigation. During this stage we may:

Speak with the cleaner or team who attended your property.

Review our scheduling records and job notes.

Consider any evidence or information you have provided.

Assess whether our service met the standards we set for homes and businesses in the St John’s Wood area.

We aim to complete investigations within a reasonable timeframe. If additional time is required due to the complexity of the case, we will let you know and keep you updated.

Stage Three: Outcome and Resolution

When our investigation is complete, we will contact you to explain the outcome. This will include:

A summary of the issue as we understand it.

What we have found in our investigation.

Any steps we have taken internally, such as retraining or process changes.

Any remedy we are offering, where appropriate.

Where a complaint is upheld, possible remedies may include one or more of the following, depending on the circumstances:

A clear explanation and, where suitable, an apology.

A re-clean of the affected area, where feasible.

An adjustment to your invoice, if a billing error is identified.

Review of our procedures to help prevent a similar issue in future.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that we review the decision. In doing so, please explain why you remain unhappy and whether you have any additional information that you believe has not been considered.

We will then carry out a further review of your complaint and our previous response. After this review, we will provide a final position on the matter. We are committed to handling all communications respectfully and fairly at every stage.

Time Limits for Complaints

We encourage you to raise any concerns about our cleaning services as soon as possible after the issue arises. Prompt reporting helps us investigate more effectively and, where appropriate, provide a practical remedy such as a re-clean. While we will consider complaints raised later, the passage of time may make it more difficult to obtain accurate information.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will be shared only with those who need it to investigate and resolve the issue. We handle and store your personal data in line with applicable data protection requirements and use it only for the purposes of managing your complaint and delivering our cleaning services.

Continuous Improvement

Feedback and complaints help us monitor the quality of our work in St John’s Wood and surrounding areas, identify training needs, and refine our processes. We regularly review complaints data to improve the reliability, consistency and professionalism of our domestic and commercial cleaning services. By raising your concerns, you are helping us maintain and enhance our standards for future clients.

Summary

Our goal is for every client to be satisfied with the cleaning services they receive. If something goes wrong, this Complaints Procedure is designed to ensure that your concern is heard, investigated and addressed in a fair and timely manner. We value open communication and will always do our best to put things right and learn from every situation.