Complaints Procedure for Cleaner Twickenham Clients

Cleaner Twickenham is committed to providing reliable and professional cleaning services. We take all concerns and complaints seriously and use them as an opportunity to improve. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.

Our Commitment to Resolving Complaints

We aim to handle all complaints promptly, fairly, and consistently. Every concern is treated with respect, whether it relates to domestic cleaning, commercial cleaning or any other service we provide in our local service area. We will always try to resolve matters as quickly as possible and keep you informed throughout.

Our goals when managing complaints are to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Put things right wherever we reasonably can.

Learn from feedback so we can prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff, communication, or the way a previous concern has been handled. You may wish to complain if, for example:

The quality of the cleaning did not meet the standard you expected.

Our cleaners arrived late or did not attend an agreed appointment.

There was damage to property linked to the service.

You encountered unprofessional behaviour from a member of our team.

You are unhappy with how a previous issue was addressed.

Complaints can be made by any customer using our services, including one-off or regular clients.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. When doing so, please provide as much detail as possible, including your full name, the service address, the date and approximate time of the clean, and a clear description of the issue. If relevant, please also explain how you would like us to resolve the matter.

You may raise a complaint verbally or in writing. Written complaints help us understand the situation clearly and keep an accurate record, so we may sometimes ask you to confirm details in writing if you first contacted us by phone.

Timescales for Raising a Complaint

We recommend that you raise any concern about the quality of cleaning or conduct of staff as soon as possible, ideally within 48 hours of the service. This allows us to investigate effectively, speak to the cleaning team while details are fresh, and if appropriate arrange a return visit or other remedy.

How We Handle Your Complaint

We aim to follow a clear and transparent process for every complaint:

Initial acknowledgement. We will acknowledge your complaint as soon as reasonably possible. Where you contact us in writing, we will aim to confirm receipt within a reasonable timeframe and let you know the next steps.

Assessment and investigation. A member of our management or customer care team will review the information you have provided. This may include speaking to the cleaners who attended, checking our schedules and notes, and, where appropriate, requesting further information or clarification from you.

Proposed resolution. Once we have completed our investigation, we will explain our findings and propose a resolution. This may include, depending on the circumstances, a re-clean of specific areas, an adjustment to your invoice, or another form of remedy that is fair and proportionate.

Confirmation of outcome. We will confirm the outcome of your complaint and any agreed action. If you raised the complaint in writing, we will normally respond in writing so you have a clear record.

Timeframes for Responses

We aim to resolve most complaints quickly. In straightforward cases, we may be able to offer a solution within a short period. If the matter is more complex, or if we need to gather additional information, the process may take longer. We will keep you updated if we need more time to investigate.

If You Are Not Satisfied with the Outcome

If you feel that your complaint has not been resolved to your satisfaction, you can ask for a further review. Your case will then be considered by a more senior member of our team who has not been directly involved in the initial handling. They will review the information, the steps already taken, and any additional points you wish to raise before reaching a final decision from our side.

Fair Treatment and Confidentiality

All complaints are handled confidentially and in line with applicable privacy requirements. Information about your complaint will only be shared with those who need it in order to investigate and respond. Raising a complaint will not affect your right to continue using Cleaner Twickenham or any aspect of the service we provide, and we will never treat you less favourably for making a complaint.

Learning from Complaints

We regularly review the complaints we receive to identify patterns, training needs and opportunities to improve our cleaning services across the local area. This may include updating our checklists, providing additional staff training, revising our procedures, or improving communication with clients.

Cancellation of Services During a Complaint

You have the right to cancel future bookings in line with our general terms and conditions. If you decide to cancel while a complaint is being investigated, we will still review and respond to the complaint based on the services already delivered.

Accessibility and Support

We want our complaints procedure to be accessible to all clients. If you need help to submit a complaint or to understand this procedure, please let us know and we will do our best to support you. We can offer clearer explanations of the process and, where practical, adjust our communication to meet your needs.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for clients using Cleaner Twickenham. We may update it from time to time to reflect changes in our services, feedback from customers, or legal and regulatory developments.

By using our cleaning services, you agree that concerns and complaints will be handled in line with this procedure. We value your feedback and appreciate the opportunity to put things right whenever something has gone wrong.