Belgravia Cleaner Complaints Procedure

Belgravia Cleaner is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, clients may feel that standards have not met expectations. This complaints procedure explains how you can raise any concerns with us, how we will respond, and the steps we take to resolve issues fairly and efficiently.

Our Commitment to Handling Complaints

We treat all complaints seriously and use them as an opportunity to improve our services. Our key commitments when you raise a concern are to listen carefully, respond promptly, investigate thoroughly, keep you informed, and provide a clear outcome and explanation. Wherever possible, we aim to resolve matters informally and quickly, ideally at the first point of contact.

What This Procedure Covers

This complaints procedure applies to all domestic and commercial clients who use Belgravia Cleaner for regular or one off cleaning services. You can use this process to raise issues such as quality of cleaning, conduct or attitude of staff, missed or late appointments, damage or loss, invoicing or payment disputes, and health and safety concerns related to our work on your premises.

This procedure does not cover matters relating to third party services arranged independently by you, or issues that are the responsibility of another provider. However, if you are unsure whether your concern falls within this procedure, you are encouraged to contact us so we can advise you.

How to Make a Complaint

You can make a complaint verbally or in writing. We recommend putting your complaint in writing whenever possible, as this helps to ensure that we have an accurate record of your concerns, dates, and any relevant details. If you prefer to raise your concern verbally, we will make a written record and may ask you to confirm that it is accurate.

When submitting a complaint, please include your full name, the address where the cleaning service was carried out, the date and time of the service, a clear description of what happened and why you are dissatisfied, any relevant photographs or supporting information, and how you would ideally like the matter to be resolved. Providing as much detail as possible helps us investigate more effectively and reduces the need to come back to you with further questions.

Stage One: Informal Resolution

In many cases, concerns can be resolved quickly and informally. If you are unhappy with any aspect of the cleaning on the day of service, you should raise this as soon as possible. Where appropriate, we may be able to address the problem immediately, such as asking the cleaning team to revisit areas of concern or arranging a return visit at a mutually convenient time.

At this stage, we will acknowledge your concern, discuss what went wrong, and agree practical steps to put things right, where this is possible. Our aim is to resolve informal complaints within a few working days. If an informal solution is not possible or you are not satisfied with the response, you can progress to a formal complaint.

Stage Two: Formal Complaint

If your concern cannot be resolved informally, or if the matter is more serious, you can raise a formal complaint. When we receive a formal complaint, we will record the details and provide an acknowledgement. We may contact you to clarify any points and to ensure we fully understand your concerns.

A manager or a designated complaints handler will carry out an investigation. This may include reviewing schedules and checklists, speaking to the cleaning team involved, examining any photographs or evidence you have provided, and, where necessary, arranging an inspection of the property. We aim to complete the investigation and provide a full response within a reasonable timeframe, taking into account the complexity of the issue.

At the end of the investigation, we will send you a written outcome. This will summarise the complaint, explain our findings, set out any actions we will take to resolve the issue, and outline any changes we plan to make to prevent a recurrence. Where appropriate, remedies may include remedial cleaning, partial or full credit on future services, or other proportionate solutions.

Escalation and Further Review

If you are not satisfied with the outcome of the formal complaint, you may request a further review. In this case, a senior member of our team, who has not previously been involved in the matter, will review how the complaint was handled and whether the outcome was fair and reasonable based on the evidence available.

During this review, we may ask you for any additional information you wish us to consider. Following the review, we will provide a final response, setting out our position and reasons. This final stage concludes our internal complaints process.

Time Limits for Raising Complaints

To help us investigate effectively, we ask that you raise concerns as soon as reasonably possible after the issue occurs. For quality related matters, this should normally be within a short period of the cleaning visit, so that we can verify what has happened and take prompt corrective action where necessary. Complaints raised after a significant delay may be more difficult to investigate thoroughly, though we will still consider them and respond appropriately.

Confidentiality and Data Protection

All complaints are handled in confidence. Details are shared only with those who need to know in order to investigate and resolve the matter. Any personal information you provide as part of your complaint will be processed and stored in line with our data protection obligations and used solely for the purposes of handling your complaint and improving our services.

Using Complaints to Improve Our Service

We review complaints regularly to identify patterns and areas where our cleaning services, training, or communication can be improved. This may include updating our procedures, revising staff training, enhancing quality control checks, or clarifying information we provide to clients. Your feedback, whether positive or negative, plays a valuable role in helping us maintain and improve our standards.

Accessibility and Support

We want our complaints procedure to be accessible to all clients. If you have any specific communication needs or require assistance in making a complaint, please let us know, and we will take reasonable steps to support you. This may include providing information in an alternative format or allowing a representative to raise a complaint on your behalf with your consent.

By setting out this clear and structured complaints procedure, Belgravia Cleaner aims to provide transparency, reassurance, and confidence that any concerns about our cleaning services will be taken seriously and handled with professionalism.