Cleaner Marylebone Complaints Procedure

This complaints procedure explains how clients can raise a concern about any aspect of our cleaning services and how we will respond. Cleaner Marylebone is committed to providing a reliable, professional service, and we treat all feedback and complaints seriously as an opportunity to improve.

Our Commitment to Resolving Complaints

We aim to resolve issues quickly, fairly, and transparently. Every complaint will be handled with respect, confidentiality, and without discrimination. We will listen carefully, investigate thoroughly, and seek a solution that is reasonable and proportionate to the problem raised.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning services, the conduct of our staff, or the way we have managed a service arrangement, whether it is made verbally or in writing. This may include, for example:

Cleaning tasks that have not been carried out as agreed

Concerns about punctuality or reliability

Concerns about behaviour, attitude, or professionalism

Issues with how we have handled previous feedback or requests

Disputes over service arrangements or service quality

How to Make a Complaint

Clients can raise a complaint in the way that is most convenient for them. We recommend that the complaint includes:

Your full name and any reference details related to your booking

The date and time of the cleaning service involved

A clear description of what went wrong

Any steps already taken to try to resolve the issue

What outcome you would like to see, if you have a preferred resolution

Providing as much detail as possible helps us understand the situation and respond effectively.

Timeframe for Raising a Complaint

We encourage clients to raise any concerns as soon as reasonably possible after the issue occurs. Reporting issues promptly allows us to investigate more accurately and, where necessary, arrange corrective action quickly.

Stage 1: Informal Resolution

Where possible, we aim to resolve complaints informally in the first instance. If you are unhappy with any part of your cleaning service, please raise it as soon as you become aware of the problem.

At this informal stage, we will:

Listen carefully to your concern and ask any necessary clarifying questions

Review the details of your booking and the tasks agreed

Offer a practical solution, which may include rectifying issues at a follow-up visit where appropriate

We aim to respond to informal complaints within a reasonable timeframe, depending on the complexity of the issue and service schedules.

Stage 2: Formal Complaint

If you feel that your concern has not been satisfactorily resolved informally, you may ask for it to be treated as a formal complaint. When making a formal complaint, please clearly state that you wish to use the formal complaints procedure.

Upon receiving a formal complaint, we will:

Acknowledge receipt within a reasonable period

Record the complaint in our internal log

Assign a person responsible for reviewing the matter, who may be a manager or senior member of staff

Request any additional information needed to clarify the issue

Investigate the circumstances thoroughly, which may include speaking to staff involved and reviewing any relevant notes or schedules

Outcome of a Formal Complaint

Following investigation, we will provide a written or clearly documented response that will:

Summarise the complaint and how we have investigated it

Explain our findings and any conclusions reached

Set out any actions we will take to resolve the matter

Where appropriate, we may offer one or more of the following, depending on the nature of the issue:

A detailed explanation or clarification

Corrective action, such as arranging a re-clean of specific areas

Changes to internal procedures or staff training to prevent recurrence

Any other reasonable steps that address the concern raised

Escalation of Your Complaint

If you are dissatisfied with the outcome of the formal complaint, you may request a further review. In such cases, a different senior member of the team, who has not previously been involved, will re-examine the complaint, the handling of the investigation, and the decision reached.

The review will consider whether the process was fair, whether all relevant information was taken into account, and whether the outcome remains appropriate. We will then confirm whether we uphold, partially uphold, or overturn the original decision and outline any additional steps we will take.

Confidentiality and Data Handling

All complaints will be handled in line with our privacy principles. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our services, and fulfilling any legal or regulatory obligations. We will share information only with those who need it in order to respond appropriately.

Fair Treatment and Non-Retaliation

Raising a complaint will not affect your right to continue using our services, nor will it result in unfair treatment. We do not tolerate any form of retaliation against clients who raise genuine concerns, and we expect all staff to approach complaints professionally and constructively.

Using Feedback to Improve Our Services

We regularly review complaints and feedback to identify patterns, trends, or recurring issues. This helps us refine our cleaning processes, staff training, and client communication so that we can continually improve the reliability and quality of our services in Marylebone and surrounding areas.

Availability of This Procedure

This complaints procedure is available to all clients and prospective clients of Cleaner Marylebone. If you require it in an alternative format or wish to discuss any aspect of the process, you can contact us through your preferred method and we will be happy to help.