Cleaner Brixton Complaints Procedure

Cleaner Brixton is committed to delivering reliable, consistent and professional cleaning services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put things right quickly and use your feedback to improve our services. This complaints procedure explains how you can raise a concern, how we handle it, and what you can expect from us at each stage.

Purpose Of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for handling complaints about Cleaner Brixton. It applies to all customers who use our residential or commercial cleaning services and covers issues such as quality of cleaning, conduct of cleaners, missed appointments, damage to property and communication problems. Our goal is to resolve complaints promptly and to your reasonable satisfaction whenever possible.

What We Class As A Complaint

A complaint is any expression of dissatisfaction about the service you have received from Cleaner Brixton, whether the issue is minor or serious. You do not need to use the word complaint for it to be treated as one. If you are unhappy with any aspect of our work and want us to respond, investigate or put something right, it will be treated as a complaint under this procedure.

Examples of complaints include, but are not limited to, cleaning not meeting agreed standards, cleaners arriving significantly late or not attending an agreed booking, perceived rudeness or unprofessional behaviour, concerns about how your property has been treated, and issues with how your booking or payments have been handled.

Raising A Complaint

We encourage you to raise any concerns as soon as possible so we can address them quickly. In the first instance, where appropriate, please speak to us informally to give us an opportunity to resolve the matter straightaway. Many issues can be put right at this stage through a follow up clean, clarification of the service scope or a simple correction.

If the issue cannot be resolved informally or you prefer to raise a formal complaint, please provide a clear description of the problem, the date and time of the service, the address where the service took place and any relevant details such as room or item affected. The more information you provide, the easier it is for us to investigate effectively. You may also share photos or other evidence where this is relevant to your concern.

How We Handle Your Complaint

Once we receive your complaint, we will record it and begin an initial review. We aim to acknowledge your complaint within a reasonable time and will then investigate what happened. This may involve speaking to the cleaner or team involved, reviewing schedules and checklists, and considering any evidence you have provided.

We aim to provide a detailed response once our investigation is complete. In many cases, this will be within a few working days, although more complex matters may take slightly longer. If we need additional time, we will explain why and let you know when you can expect a full response.

Possible Outcomes And Resolutions

Our approach is to deal with complaints in a fair and practical way, focusing on finding a reasonable solution for everyone involved. Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include an apology and explanation, a re-clean of the affected area, partial or full adjustment to your invoice where appropriate, or changes to how we deliver or manage your cleaning service in future.

If your complaint relates to the conduct or performance of a particular cleaner or team, we may also take internal action such as further training, closer supervision or, in serious cases, removal of that cleaner or team from your future bookings.

Escalating Your Complaint Internally

If you are not satisfied with the outcome of your initial complaint, you can ask for it to be reviewed at a higher level within Cleaner Brixton. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. A more senior member of our team will then re-examine the matter, including the original decision and any new information you provide.

We will provide you with a final response after this internal review. This response will explain our decision, the reasons for it, and any further steps we can reasonably take. Once this stage is complete, we will normally regard the complaint as closed, unless new and significant information comes to light.

Time Limits For Raising Complaints

To investigate effectively, we ask that you raise complaints within a reasonable time of discovering the problem. As cleaning is a regular and practical service, matters are easier to address and verify when we are informed promptly. While we will always try to be helpful, delays in reporting may limit the solutions we can offer, especially in relation to damage or conditions that may change over time.

Our Commitment To Fairness And Improvement

Cleaner Brixton treats all complaints seriously, confidentially and without discrimination. Raising a complaint will not affect your ability to continue using our services. On the contrary, we see complaints as an important opportunity to learn and improve how we operate, from the products we use and the methods we follow, to how we communicate with customers across our service area.

We regularly review complaints data to identify patterns, training needs and ways to enhance the overall customer experience. By sharing your concerns with us, you help us refine our cleaning services and maintain high standards for homes and businesses in the communities we serve.

Updates To This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable guidance. Any updated version will apply to new complaints from the date it is published. You are encouraged to review this page periodically so you remain aware of how we handle concerns about our cleaning services.

If you have any questions about this complaints procedure, or if you are unsure whether your issue should be raised as a complaint, please contact us so we can provide guidance and support.