Complaints Procedure for Cleaners Tufnell Park Clients

This complaints procedure explains how clients of Cleaners Tufnell Park can raise concerns about any aspect of our domestic or commercial cleaning services, and how we will respond. It applies to all customers using our cleaning services in the local area, including one-off, regular, and end of tenancy cleaning.

Our Commitment to Resolving Complaints

Cleaners Tufnell Park aims to provide a consistently reliable, professional and friendly cleaning service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right quickly and improve our service for the future.

All complaints are taken seriously and are treated confidentially. We aim to resolve most issues informally and at an early stage, but we also have a clear formal process for more serious or unresolved concerns.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of cleaning, conduct of cleaners, quality of customer service, or any other aspect of the service provided by Cleaners Tufnell Park, where a response or resolution is expected.

Examples of complaints may include missed areas during a clean, late arrival or non-attendance, damage to property, concerns about staff behaviour, or issues with invoicing and payments.

Raising an Informal Complaint

We encourage clients to raise concerns as soon as possible, ideally on the same day the cleaning service is carried out or as soon as the issue is noticed. In many cases, problems can be resolved quickly and informally.

You can raise an informal complaint by contacting us through your usual communication channel and providing clear information about the issue. Please include your name, the service address, the date and time of the clean, and a brief description of what went wrong.

Where appropriate, we may request photographs or other details to help us understand the problem, particularly in relation to missed areas or alleged damage. We will aim to acknowledge your concern promptly and offer a suitable remedy where a service shortfall is identified.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal complaint, or if the matter is more serious, you may submit a formal complaint. A formal complaint should set out the issue in more detail and clearly explain what outcome you are seeking.

When making a formal complaint, please provide the following information so that we can investigate thoroughly:1. Your full name and the service address.2. Dates and times of the service and of the problem arising.3. Names of any staff involved, if known.4. A clear description of the complaint.5. Details of any previous attempts to resolve the issue informally.

We recommend that formal complaints are submitted as soon as reasonably possible and ideally within 14 days of the service in question, so that records and details remain accurate.

How We Handle Formal Complaints

Upon receiving a formal complaint, we will log it in our internal system and assign it to a senior member of the team for review. We aim to acknowledge receipt promptly and will begin an investigation without unnecessary delay.

Our investigation may include reviewing schedules, job notes, staff reports, and any photographic evidence. We may also contact you for further information or clarification so that we fully understand your concerns.

Once the investigation is complete, we will provide you with a written response explaining our findings, any actions we have taken, and any remedy we are able to offer. Remedies may include a re-clean of specific areas, a partial or full refund where appropriate, or other practical steps to address service shortcomings.

Timeframes for Responses

We aim to respond to informal complaints within a reasonable timeframe, usually within a few working days where possible. For formal complaints, we will normally issue a full response after completing our investigation. If, due to the complexity of the matter, more time is required, we will inform you and keep you updated on progress.

Remedies and Service Recovery

Where a service failure is identified, Cleaners Tufnell Park will seek to put things right in a fair and proportionate way. This may involve sending cleaners back to correct missed work, adjusting invoices, offering goodwill gestures, or reviewing and improving our internal procedures.

Any remedy offered will take into account the nature of the complaint, the evidence available, the extent of any inconvenience or loss, and our terms and conditions of service.

Behaviour and Fair Use of the Procedure

We expect all parties to act respectfully and reasonably throughout the complaints process. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff or cleaners. In serious cases, we may withdraw services where behaviour is unacceptable.

This procedure is intended for genuine complaints about our cleaning services. Repeated or unreasonable use of the procedure without grounds may result in us limiting future communication channels or declining to provide further services.

Confidentiality and Data Protection

All complaints are handled in line with our obligations under applicable data protection laws. Information is shared only with staff who need to know in order to investigate and resolve the issue. We retain records of complaints to help monitor service quality and improve our operations across the service area.

Continuous Improvement

Cleaners Tufnell Park views feedback and complaints as an important source of learning. We review the nature and frequency of complaints to identify patterns and implement changes in training, supervision and quality control. This helps us deliver a more reliable and efficient cleaning service for homes and businesses in Tufnell Park and the surrounding area.

If you have any concerns about our cleaning services, we encourage you to use this complaints procedure so that we have the opportunity to address the issue and maintain your trust.