Complaints Procedure

West Hampstead Cleaner Complaints Procedure

West Hampstead Cleaner is committed to providing reliable, high quality cleaning services for homes and businesses in our local area. We recognise, however, that on occasion things may not go as planned. This complaints procedure explains how you can raise any concerns, how we will respond, and what you can expect from us at each stage.

Purpose of this complaints procedure

The purpose of this procedure is to give all clients a clear and fair way to tell us when they are unhappy with any aspect of our cleaning services or customer care. It also helps us to put things right quickly, learn from feedback, and continually improve the way we operate across the West Hampstead area and surrounding neighbourhoods.

We treat all complaints seriously, whether they relate to a one-off domestic clean, a regular contract, an end of tenancy clean, or any other service we provide.

What we class as a complaint

A complaint is any expression of dissatisfaction about our services, whether it is made formally or informally. This may include, for example:

Concerns about the quality or standard of cleaning provided on a particular visit. Issues with how our cleaners have followed your agreed checklist or instructions. Punctuality problems, missed appointments, or repeated schedule changes. Conduct, attitude or behaviour of a member of our team. Concerns about how your property or possessions were treated. Problems with invoicing, payments, or the way your booking was managed. Any other aspect of the service that does not meet your reasonable expectations.

You do not have to use any specific words for your concern to be treated as a complaint. If you tell us that you are unhappy, we will record it and handle it in line with this procedure.

How to make a complaint

You can raise a complaint in the way that is easiest for you. You may contact us through our usual communication channels and explain what has happened. When making a complaint, please provide as much detail as you can, including:

Your name and the address where the cleaning took place. The date and approximate time of the visit or incident. A clear description of what went wrong and how it has affected you. Any photos or notes that help to show the issue, if available. How you would like us to resolve the matter, if you have a preferred outcome.

We encourage clients to raise concerns as soon as possible after the event, ideally within a few days of the clean, so that we can investigate effectively and, where appropriate, arrange a prompt revisit or other remedy.

Informal resolution stage

Many issues can be resolved quickly and informally. In the first instance, your concern will usually be handled by our customer support team or the person who manages your booking. We will aim to:

Acknowledge your concern promptly. Listen carefully to your description of what went wrong. Review the details of your booking and speak with the cleaner or team involved. Offer a practical solution wherever possible, such as a reclean, adjustment to your schedule, or clarification of agreed tasks.

If you are satisfied with the outcome at this stage, we will record the matter as resolved and use the feedback to improve our services.

Formal complaint stage

If your concern cannot be resolved informally, or if you would prefer your complaint to be handled more formally from the outset, we will escalate it. At this stage, a manager will review your case. We will:

Formally acknowledge your complaint within a reasonable timeframe. Review your account, service history, and any notes from previous conversations. Speak with the cleaner or cleaners involved and any relevant team members. Assess any supporting information you have provided, such as photographs or checklists.

Once our investigation is complete, we will provide you with a written response, setting out our findings, any conclusions we have reached, and the actions we will take. These actions may include a reclean, a partial or full credit, changes to how we deliver your future cleans, or internal training and supervision measures.

Response times

We aim to deal with complaints swiftly and fairly. While exact timeframes may vary depending on the complexity of the issue, we will:

Acknowledge your complaint as soon as reasonably possible. Keep you updated if our investigation will take longer than expected. Provide a clear response and proposed resolution within a reasonable period.

If we need more time to gather information, we will let you know the reason and when you can expect a further update from us.

Our commitment to fairness and confidentiality

All complaints are handled impartially. We will listen to your views, consider all available information, and reach a balanced decision. We will not treat you less favourably or withdraw services solely because you have raised a concern in good faith.

We respect your privacy and will handle your information in line with our data protection commitments. Details of your complaint will only be shared internally with those who need to know in order to investigate and respond.

Learning from complaints

Complaints are an important source of feedback for our cleaning company. We review complaints regularly to identify patterns and areas where we can improve, such as training needs for cleaners, updates to checklists, or changes to our booking and communication processes.

By monitoring issues raised by clients in West Hampstead and nearby areas, we can refine our standards and deliver a more consistent, reliable cleaning service for every household and business we work with.

Alternative options

We aim to resolve all complaints directly with our clients whenever possible. If you feel that your complaint has not been handled fairly after following this procedure, you may choose to seek independent advice or explore other avenues that may be available to you. This procedure does not affect any legal rights you may have.

Review of this procedure

West Hampstead Cleaner reviews this complaints procedure regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or legal and regulatory developments relevant to cleaning companies and service providers.

We welcome feedback on this procedure itself and how it could be improved to make raising and resolving complaints even easier for our clients.