Hampstead Cleaner Complaints Procedure

Hampstead Cleaner is committed to delivering reliable, professional cleaning services and to dealing with any concerns in a transparent and fair way. This complaints procedure explains how you can raise an issue about our services, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The aim of this procedure is to give clients a clear and straightforward route to let us know when something has gone wrong. It also helps us to improve our domestic and commercial cleaning services by learning from any problems that arise. We treat all complaints seriously, whether they relate to a one-off visit or ongoing cleaning arrangements.

What Is Considered a Complaint

A complaint is any expression of dissatisfaction about the cleaning services provided by Hampstead Cleaner, whether justified or not, that requires a formal response. This may include issues such as:

• The quality or thoroughness of the cleaning carried out.
• Missed or delayed appointments without adequate notice.
• Conduct or behaviour of cleaning staff while on your premises.
• Concerns about care taken with your property or belongings.
• Problems with invoicing, billing, or agreed pricing.
• Communication issues, including delays in responding to queries.

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

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred where possible, as they create a clear record of the issue and help us investigate thoroughly. When submitting a complaint, please include:

• Your full name and, if applicable, your company name.
• The address where the cleaning service was carried out.
• The date and approximate time of the incident or problem.
• A clear description of what went wrong and how it has affected you.
• Any supporting information that may be relevant, such as photographs or notes.

If you make a complaint verbally, we may ask you to confirm the key details in writing so we can be sure we have understood the matter correctly.

Timeframe for Raising a Complaint

To help us investigate effectively, we ask that complaints about a specific cleaning visit are raised within a reasonable period of time, ideally within seven days of the service taking place. We will still consider complaints raised later than this where possible, but our ability to investigate may be limited if significant time has passed.

Our Complaints Handling Stages

We aim to resolve most concerns quickly and informally, often at the first point of contact. If an informal resolution is not possible, or if you prefer a formal approach from the outset, we use the following stages.

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it within three working days. Where appropriate, we may request further details so we can fully understand the issue and identify the team members or service visits involved.

Stage Two: Investigation

A designated member of staff will investigate your complaint. This may involve:

• Reviewing schedules, appointment records, and cleaning checklists.
• Speaking with the cleaner or cleaning team who attended the property.
• Considering any photographs, notes, or other evidence you have provided.
• Checking our internal policies and service standards.

We aim to complete our investigation and provide a full response within ten working days of acknowledging your complaint. If the matter is particularly complex and we need more time, we will let you know and provide an updated timescale.

Stage Three: Response and Outcome

When the investigation is complete, we will provide a clear and reasoned response. This will include:

• A summary of your complaint and the issues we have considered.
• An explanation of our findings based on the evidence available.
• Any action we propose to take to put matters right where appropriate.
• Any steps we will take to prevent a similar issue in future.

Possible outcomes may include an apology, corrective cleaning work, service adjustments, staff training, or changes to our procedures, depending on the circumstances.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of the investigation at Stage Three, you may request a review. A more senior member of the team, not directly involved in the original investigation, will reconsider the complaint, the evidence, and the response provided.

The review will focus on whether the complaint was handled fairly, whether the conclusions were reasonable, and whether further action is required. We aim to complete this review and respond to you within ten working days of your request for a review.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with data protection requirements. Information about your complaint is only shared with those who need it to investigate and respond. We keep records of complaints and their outcomes to help us monitor performance, maintain high standards, and improve our cleaning services across our service area.

Unreasonable or Vexatious Complaints

Hampstead Cleaner is committed to treating every client respectfully and dealing with complaints fairly. In rare cases where a complaint is pursued in a manner that is unreasonable, aggressive, or abusive, we may limit or restrict further communication. This decision will only be taken after careful consideration and will not affect our duty to handle genuine concerns properly.

Continuous Improvement

Complaints are an important source of feedback for Hampstead Cleaner. We regularly review the nature and frequency of complaints to identify patterns and areas where our cleaning services, staff training, or internal systems can be strengthened. By following this procedure, we aim to resolve individual issues fairly while continually improving our standards for all clients.