Cleaners Knightsbridge Complaints Procedure

Cleaners Knightsbridge is committed to delivering a reliable, high-quality cleaning service. We recognise that, on occasion, clients may feel that our service has not met their expectations. This Complaints Procedure explains how to raise a concern with us, how we will handle it, and what you can expect at each stage. Our aim is to resolve issues promptly, fairly and transparently.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear and accessible process for clients who wish to complain about any aspect of our cleaning services. It applies to all domestic and commercial customers who use Cleaners Knightsbridge for regular or one-off cleaning. By following this procedure, we can review what has happened, put things right where possible, and improve our services across our operating areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about our services, our cleaners, or our administration. This can include, for example, concerns about the standard of cleaning, punctuality, conduct of staff, damage to property, missed appointments, billing issues, or communication problems. We also welcome feedback that may not be a formal complaint, but which helps us refine our work and maintain consistent quality for clients.

How to Make a Complaint

Clients may submit a complaint in writing or verbally. We recommend providing your complaint in writing wherever possible, as this allows us to capture all the relevant information clearly. When making a complaint, please provide the following details so that we can investigate thoroughly:

The date and approximate time of the cleaning service concerned; the address where the service took place; a clear description of the issue; the names of any staff members involved, if known; and any supporting information, such as photographs or notes about specific areas of the property.

You can raise your complaint with a member of our office team or with your usual point of contact at Cleaners Knightsbridge. If you raise your concern with a cleaner on site, please also follow up with our office so that the issue is logged formally and handled under this procedure.

Time Limits for Submitting Complaints

To help us investigate effectively, we ask that complaints about cleaning quality or conduct are raised as soon as possible and ideally within 48 hours of the service. For invoicing or account issues, complaints should normally be raised within 30 days of the relevant invoice date. Complaints submitted outside these timescales may be harder to investigate, but we will still review them and respond where possible.

Our Complaints Handling Stages

We operate a straightforward, two-stage complaints procedure designed to be quick and fair. Each stage is outlined below.

Stage One: Initial Review and Response

At Stage One, your complaint will be logged by our office team and assigned to an appropriate manager. We will acknowledge receipt of your complaint within a reasonable time, typically within two working days. The manager will then review the information provided, speak to any staff involved, and, if necessary, arrange to revisit the property to inspect the issue.

Our goal is to provide a full response within ten working days of acknowledging your complaint. In this response, we will explain our findings, confirm whether the complaint is upheld in full or in part, and outline any actions we propose to take. Depending on the circumstances, this may include offering a re-clean of specific areas, providing guidance or retraining to staff, adjusting future schedules, or making changes to our internal processes.

Stage Two: Escalation for Further Review

If you are not satisfied with the outcome at Stage One, you may request that your complaint be escalated to Stage Two. At this stage, a senior member of the management team who was not directly involved in the initial investigation will carry out an independent review. This may include reassessing evidence, seeking additional information, and considering whether the Stage One response was reasonable and proportionate.

We will aim to acknowledge the escalation request within two working days and to issue a final written response within ten working days of acknowledgment. The Stage Two response will confirm our final position on the complaint and any final remedies we are able to offer.

Possible Outcomes and Remedies

Where a complaint is upheld, in full or in part, we will consider appropriate remedies based on the nature and seriousness of the issue. These may include:

Offering a complimentary re-clean or additional cleaning time to address any shortfalls; agreeing adjustments to future services to better meet your requirements; issuing an apology with an explanation of what went wrong and how we will prevent a repeat; or, in some cases, considering a partial or full credit on an invoice where service has clearly fallen below our expected standards.

Each case is assessed individually, taking into account the specific circumstances, the impact on the client, and any relevant contractual terms.

Your Responsibilities as a Client

To help us manage complaints effectively, we ask clients to provide clear, accurate information and to engage with us courteously and constructively. Prompt notification of any issue allows us to arrange timely inspections or re-cleans and to speak with staff while events are still recent. We also ask clients to ensure reasonable access to the property where an inspection or remedial visit is required.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with applicable data protection requirements. Information is shared only with those who need it to investigate and respond to the complaint. We retain records of complaints securely so that we can track patterns, improve our services, and demonstrate how we have handled concerns raised by clients.

Continuous Improvement

Cleaners Knightsbridge views complaints not only as individual issues to be resolved but also as valuable opportunities to improve our services across our operating areas. We regularly review complaint records to identify common themes, training needs, or process changes that will help us prevent similar issues in future and maintain a consistently high standard of cleaning for all our clients.