Stockwell Cleaners Complaints Procedure

Stockwell Cleaners is committed to providing reliable, professional cleaning services and clear communication at all times. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right promptly and improve our services for the future.

This complaints procedure explains how you can raise a concern about any aspect of our cleaning services, what information we need from you, and how we will handle and resolve your complaint.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a fair, transparent and timely process for dealing with complaints. It is designed to:

Ensure customers know how to tell us when something has gone wrong.
Clarify what we will do when we receive a complaint.
Set realistic timescales for our responses.
Help us review and improve our cleaning services.

This procedure applies to all customers of Stockwell Cleaners, including domestic households, offices and other commercial premises.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about our cleaning services, our staff, our communication or our processes. This can include, for example:

The quality or thoroughness of cleaning work.
Missed or delayed cleaning appointments.
Concerns about the conduct, attitude or behaviour of cleaning staff.
Issues with how appointments, keys or access arrangements have been managed.
Problems with invoices, payments or agreed services.

We encourage you to raise concerns as soon as possible so that we can address them quickly and effectively.

Step 1: Raising Your Complaint

In the first instance, we ask that you contact us and provide as much detail as you can about your concern. This helps us to investigate accurately and respond appropriately.

When raising a complaint, please provide:

Your name and, where relevant, the name of your organisation.
The service address where we provided cleaning.
The date and approximate time of the service you are unhappy with.
A clear description of what happened and why you are dissatisfied.
Any photographs or notes that may help us understand the situation.
What outcome you would consider a fair resolution.

We will acknowledge your complaint as soon as reasonably practicable. When we acknowledge it, we will confirm that we have received your concern and explain the next steps.

Step 2: Investigation of Your Complaint

Once we have your complaint, we will investigate it carefully and objectively. This may involve:

Reviewing your cleaning schedule or agreement.
Speaking with the cleaning operatives or supervisors involved.
Checking any relevant job sheets or internal records.
Reviewing any evidence you have provided.

Our aim is to complete an initial investigation and provide you with a response within a reasonable timeframe. If we need more time, we will let you know, explain why, and give you an updated timescale.

Step 3: Our Response and Proposed Resolution

After we have investigated your complaint, we will contact you to explain our findings and any action we propose to take. This might include one or more of the following, depending on the circumstances:

Providing a clear explanation or further information about what happened.
Arranging a re-clean of the affected area or service where appropriate.
Adjusting future cleaning instructions or schedules to prevent recurrence.
Offering a goodwill gesture where we consider it appropriate to do so.
Providing feedback, additional training or supervision to our staff.

We will always aim to resolve your complaint in a way that is fair and proportionate to the issue raised, while also being consistent with our terms and conditions.

Step 4: If You Are Not Satisfied

If you feel that your complaint has not been resolved to your satisfaction after our initial response, you can ask for your complaint to be reviewed at a higher level within Stockwell Cleaners.

When requesting a review, please explain:

Why you are unhappy with the outcome of the initial investigation.
What you believe has not been addressed or understood.
What resolution you are seeking.

A more senior member of our team will then review the handling of your complaint, reconsider the information available and decide whether any further action is appropriate. We will then provide you with a final response.

Timescales and Communication

We aim to deal with all complaints promptly, courteously and professionally. While exact timescales may vary depending on the complexity of the issue, our general approach is to:

Acknowledge your complaint as quickly as reasonably possible.
Investigate and provide an initial response within a reasonable period.
Keep you informed if more time is needed to investigate fully.
Confirm any agreed resolution and any follow-up actions in clear terms.

Throughout the process, our aim is to communicate in a straightforward and respectful way, making sure you understand what is happening at each stage.

Our Commitment to Continuous Improvement

We take all complaints seriously and view them as an important source of feedback. Each complaint helps us to:

Identify areas where our cleaning services or processes can be improved.
Highlight any training needs for our staff or supervisors.
Review our quality control procedures and service standards.

We periodically review complaints and outcomes to help us improve our service delivery and maintain high standards for customers across our service area.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared internally with those who need it to investigate and resolve the issue. We handle all personal information in line with our data protection responsibilities and only retain details for as long as necessary to manage the complaint and meet any legal or regulatory requirements.

Using This Procedure

By using this complaints procedure, you help us understand when our cleaning services have not met your expectations and give us the opportunity to put things right. Stockwell Cleaners is committed to dealing with all complaints fairly, consistently and promptly, and to learning from every concern raised.