Complaints Procedure for Hounslow Cleaners
Hounslow Cleaners is committed to delivering reliable and professional 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 handle your complaint, and what you can expect from us at each stage.
Our Commitment to Handling Complaints
We aim to make our complaints process clear, fair, and accessible to all customers using our domestic and commercial cleaning services. Every complaint is taken seriously and is treated as an opportunity to review and improve our standards, training, and service delivery across the areas we serve.
We will always aim to:
Respond to you promptly and courteously.
Investigate your concerns thoroughly and impartially.
Keep you informed at key stages of the process.
Offer a clear explanation and, where appropriate, a suitable remedy.
What This Procedure Covers
This procedure applies to complaints about the cleaning services provided by Hounslow Cleaners, including but not limited to: regular domestic cleaning, end of tenancy cleaning, deep cleaning, office and commercial cleaning, and one-off cleans.
It covers concerns such as:
Quality of cleaning or failure to follow agreed instructions.
Conduct or behaviour of cleaning staff.
Missed or late appointments.
Damage to property or belongings allegedly caused during a cleaning visit.
Issues with billing, quotes, or service descriptions.
This procedure does not cover matters relating to third-party services arranged independently by you, or circumstances outside our reasonable control.
How to Make a Complaint
You can raise a complaint verbally or in writing. While we will accept complaints in any form, we strongly recommend sending your concerns in writing so that there is a clear record of the issues you wish us to review.
Please include the following information where possible:
Your full name and, if relevant, business name.
The service address where the cleaning took place.
The date and approximate time of the service.
A clear description of what went wrong and what outcome you are seeking.
Any supporting information you feel is relevant, such as photos or details of previous discussions with our staff.
If you raise a concern verbally while our team is on site, they will do their best to resolve minor issues immediately. However, for any matter that remains unresolved or is more serious, it will be escalated and handled through this formal complaints procedure.
Time Limits for Raising a Complaint
To allow us to investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the event. For issues relating to the quality of cleaning, we normally expect to be notified within 48 hours of the service so that the condition of the property can be properly assessed.
Stage One: Initial Review and Response
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we are investigating your concerns and, where possible, indicate when you can expect a fuller response.
During the initial review, we may:
Speak to the cleaning staff involved.
Examine any notes or booking information relating to the service.
Request additional details or evidence from you, if required.
We will aim to provide you with a response within ten working days of acknowledging your complaint. If we are unable to meet this timescale, we will update you and explain why more time is needed.
Stage Two: Further Investigation and Resolution
If you are dissatisfied with the outcome of the initial review, you may ask for your complaint to be escalated. At this stage, a more senior member of our management team will reassess the matter, taking into account all information already gathered as well as any additional points you raise.
The further investigation may include:
Reviewing earlier findings and communications.
Interviewing staff or supervisors not previously involved.
Re-examining any evidence, including photos and checklists, where available.
Following this review, we will provide you with a written response explaining our final position. This will include:
A summary of your complaint.
The steps taken to investigate.
Our findings and conclusions.
Details of any corrective action or remedy we are prepared to offer.
Possible Outcomes and Remedies
Where a complaint is upheld in full or in part, we may offer one or more of the following remedies, depending on the circumstances:
A re-clean of the affected areas, arranged at a mutually convenient time.
A partial or full refund of the service charge.
A credit toward a future cleaning service.
Improved training or guidance for staff involved.
In cases where damage is proven to have been caused by our staff, we will review the matter in line with our insurance arrangements and terms of business.
Your Responsibilities as a Customer
For a fair and efficient resolution, we ask that you:
Provide accurate and complete information about the issue.
Allow us reasonable access to the property to inspect or re-clean, where appropriate.
Treat our staff with courtesy and respect during all communications.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about you and your complaint will only be shared within Hounslow Cleaners with those who need it to investigate and resolve the matter. We handle personal data in line with applicable data protection laws and our internal policies.
Continuous Improvement
We regularly review complaints and feedback to identify trends and areas for improvement. This helps us refine our cleaning processes, staff training, and customer communication, supporting a consistently high standard of service across our operating areas.
By setting out this complaints procedure clearly, Hounslow Cleaners aims to ensure that any concerns you have are addressed promptly, fairly, and with the professionalism you are entitled to expect from a dedicated cleaning company.
