Clapham Cleaners Complaints Procedure

Clapham Cleaners is committed to delivering reliable, high quality domestic and commercial cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

We use all feedback, including complaints, to improve our cleaning standards, staff training and customer experience across the areas we serve.

1. Purpose and scope

This procedure applies to all customers of Clapham Cleaners, including regular and one off cleaning clients. It covers any dissatisfaction with our services, such as the standard of cleaning, conduct of staff, punctuality, communication, or how we have handled a previous issue.

The procedure is designed to ensure that all complaints are handled promptly, fairly and consistently, and that we learn from every incident to prevent similar issues arising in future.

2. What we consider a complaint

A complaint is any expression of dissatisfaction with our cleaning services or our service delivery, where a response or resolution is expected. This can include, but is not limited to:

Cleaning not completed to the agreed standard or specification.

Missed, late or shortened appointments.

Concerns about the conduct, behaviour or appearance of cleaning staff.

Damage to property alleged to have occurred during a visit.

Issues with billing, scheduling, or communication.

How we have handled a previous complaint or query.

3. How to raise a complaint

You may raise a complaint verbally or in writing. While we will always accept verbal complaints, we encourage written complaints where possible so that we have a clear record of the issue and your desired outcome.

When submitting a complaint, please provide as much relevant information as you can, including:

Your name and, where applicable, business name.

The property address where the cleaning took place.

The date and approximate time of the service.

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

Any photographs, notes or other evidence that may help us understand the issue.

Your preferred resolution, for example a re clean or partial refund, where appropriate.

4. Time limits for making a complaint

To help us investigate effectively, we ask that complaints about cleaning quality are raised within 24 hours of the service where possible. This allows us to see the condition of the property while evidence is still current.

Complaints about invoicing, scheduling or communication should be raised within a reasonable time of you becoming aware of the issue. We will always aim to take a pragmatic and fair approach where circumstances make it difficult to contact us sooner.

5. How we handle your complaint

Our complaint handling process is designed to be straightforward and transparent. In most cases, there are three stages: acknowledgement, investigation and resolution.

5.1 Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. If you raise the issue while a clean is in progress or immediately afterwards, a supervisor may be able to respond on the spot. For written complaints, we will confirm that we have received your message and advise you of the next steps.

5.2 Investigation

We will then investigate the complaint by reviewing your account, service history and scheduling records, speaking with the cleaning team involved, and, where relevant, requesting photographs or further details from you. In some cases, we may arrange a visit to the property to assess the issue in person.

During the investigation, we may contact you to clarify details, request additional information, or discuss possible solutions. We aim to complete our investigation as quickly as reasonably possible while ensuring it is thorough and fair to all parties.

5.3 Resolution

Once our investigation is complete, we will explain our findings and any proposed resolution. Depending on the circumstances and our terms and conditions, this may include:

Offering a re clean of affected areas.

Providing a discount or partial refund.

Adjusting future cleaning specifications or schedules.

Providing additional training or guidance to our staff.

Declining the complaint where we find no evidence of fault, explaining our reasons clearly.

Our aim is always to reach a solution that is fair, reasonable and in line with our service policies.

6. Escalating your complaint

If you are not satisfied with the outcome at the initial stage, you may request that your complaint be escalated for a further review by a senior member of the Clapham Cleaners management team.

When requesting an escalation, please explain why you are unhappy with the original decision and what outcome you are seeking. The senior reviewer will re examine the facts, consider any new information, and issue a final response on behalf of the company.

7. Complaints involving damage or loss

Where a complaint involves alleged damage to your property or loss of items during a cleaning visit, we will follow a structured assessment process. This may include requesting photographs, proof of ownership or value, and any other evidence that may assist.

We will consider whether the damage is consistent with the activities carried out, any limitations in our terms and conditions, and whether there may be other contributing factors. If we accept responsibility, we will discuss appropriate remedies with you, which may include repair, replacement or a financial contribution, subject to any applicable insurance and policy limits.

8. Behaviour and mutual respect

We expect all communication between customers and our team to be courteous and respectful. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff, and we reserve the right to withdraw services or terminate agreements where such conduct occurs.

In return, we are committed to treating all customers fairly, listening carefully to concerns, and addressing complaints professionally and sensitively.

9. Confidentiality and data protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve your concerns, or where we are required to disclose information by law. We handle your personal information in line with our privacy practices and relevant data protection requirements.

10. Learning from complaints

Clapham Cleaners views complaints as a valuable source of insight into our performance across our service areas. We review complaint trends periodically to identify areas for improvement in our cleaning methods, scheduling, staff training and customer communication.

By following this Complaints Procedure, we aim not only to resolve individual issues but also to enhance the reliability and consistency of our cleaning services for all customers.