Complaints Procedure

Greenwich Cleaner Complaints Procedure

Greenwich Cleaner is committed to providing a reliable, professional cleaning service to all customers. We recognise that, despite our best efforts, there may be times when our service does not meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and use them as an opportunity to put things right and improve our services. We aim to handle all issues in a fair, consistent and transparent manner. Our objectives when dealing with a complaint are to understand what went wrong, resolve the matter promptly where possible, and take steps to reduce the chance of similar issues arising in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way we have handled a previous enquiry or issue. This can include concerns about the standard of cleaning, staff behaviour, timekeeping, missed appointments, damage to property, invoicing errors, or the way a previous complaint was managed. You do not need to use the word complaint for us to treat your concern as one.

How to Make a Complaint

You can raise a complaint in whichever way is most convenient for you. You may contact us in writing or by speaking directly to a member of our team. When you raise a complaint, please provide as much relevant information as you can, such as your name, service address, dates and times of the clean, the names of any team members involved if known, and a clear description of what went wrong and what outcome you are seeking. The more detail we have, the easier it will be for us to investigate and respond effectively.

Informal Resolution

In many cases, issues can be resolved quickly and informally. If you raise a concern with a cleaner on site or with our office team, we will aim to resolve it immediately or within a very short timeframe. Examples of informal resolution might include returning to re clean an area, correcting a scheduling mistake, or clarifying what is included in your cleaning service. If you are satisfied with the outcome, the matter will be closed at this stage. If you are not satisfied, or the issue is more serious or complex, you can ask for your concern to be treated as a formal complaint.

Formal Complaints Process

When we receive a formal complaint, we will log it and allocate it to a person with appropriate authority to investigate. We will normally acknowledge your complaint within a reasonable timeframe, outlining who is dealing with it and the next steps. In most cases we will need to review our records, speak with any team members involved, and, where relevant, examine photographs, cleaning checklists or other evidence. We may also contact you to clarify details or request additional information.

Our aim is to provide a full response as soon as we have completed a fair and thorough review. Where an investigation is likely to take longer than expected, we will let you know and give an indication of when you can expect a final reply. When we respond, we will explain our findings, any conclusions reached, and any actions we propose to take to resolve the matter.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the results of our investigation, we may offer one or more of the following remedies. These can include a sincere apology, a return visit to complete or redo work at no additional cost, corrective action in relation to scheduling or communication, staff training or supervision measures, adjustments or credits to an invoice where appropriate, or other reasonable steps aimed at putting things right. Any remedy offered will take into account the circumstances of the case and the extent of any shortfall in our service.

If You Are Not Satisfied with the Response

If you are unhappy with the outcome of your complaint or feel that your concerns have not been fully addressed, you can ask for your case to be reviewed. Wherever possible, a different person with suitable seniority will look again at the complaint, the investigation and the outcome. This review will consider whether the original process was fair, whether all relevant information was taken into account, and whether the decision reached was reasonable in light of the evidence.

Following this review, we will provide a final response setting out our conclusions and any further actions we are prepared to take. This will normally conclude our internal complaints process in relation to that particular issue.

Time Limits for Complaints

To help us investigate effectively, we encourage you to raise any concerns as soon as possible after the event. Complaints about the quality of cleaning should ideally be made within a short time after the work, so that we can inspect, verify and put matters right promptly. While we will always try to assist, delays in raising a complaint may limit the practical steps we can take or the evidence available.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services and meeting any legal or regulatory requirements. We will share information internally only with those who need it to deal with the matter and will store and handle your details in line with our data protection responsibilities.

Using Complaints to Improve Our Service

We review complaints regularly to identify patterns, areas of risk and opportunities to improve. This may include amending our cleaning checklists, updating staff training, refining our booking processes or adjusting our communication methods with clients. By telling us when something has gone wrong, you help us to deliver a safer, more efficient and more consistent cleaning service for all customers.

Accessibility of This Procedure

This Complaints Procedure is available to all clients and prospective clients. If you have any difficulty understanding any part of it, or need it explained in a different way, you can contact our office team who will be happy to talk it through with you. We want every client to feel confident that their concerns will be listened to, treated seriously and handled fairly from start to finish.