Complaints Procedure

South Kensington Cleaner Complaints Procedure

South Kensington Cleaner is committed to providing reliable, high quality cleaning services and to treating every customer fairly and respectfully. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern about our services, 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 provide a clear, transparent, and accessible process for customers to report dissatisfaction with any aspect of our cleaning services. It covers issues related to the standard of cleaning, conduct of staff, scheduling or access problems, damage or loss concerns, and administrative errors such as invoicing, booking details, or service descriptions.

We use all complaints as an opportunity to review and improve our services, our training, and our internal processes. Our aim is to resolve issues quickly, fairly, and with as little inconvenience to you as possible.

Who This Procedure Applies To

This procedure applies to all individual and business customers who have received cleaning services from South Kensington Cleaner. It also applies to prospective customers where the complaint relates to our customer service, communications, or booking process.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps to ensure that all details are accurately recorded. When making a complaint, please provide the following information so that we can investigate the matter effectively:

Full name and, where applicable, the name of the business or organisation.

Service address and the date and approximate time of the cleaning service.

A clear description of the issue, including what happened and why you are dissatisfied.

Details of any conversations you have already had with our staff about the issue.

Any evidence that may support your complaint, such as photos or notes.

Time Limits for Raising a Complaint

To help us investigate thoroughly and respond effectively, we ask that you raise any complaint as soon as possible after the issue arises. Concerns about the quality of cleaning should normally be reported within 48 hours of the service taking place. For other matters, such as billing or scheduling, please contact us as soon as you become aware of the issue.

Our Complaints Handling Stages

Stage 1: Informal Resolution

Where possible, we aim to resolve issues informally and at the earliest opportunity. If you are unhappy with the service you have received, please first speak with our office team or your usual point of contact. Many concerns can be resolved quickly through clarification, a return visit, or a minor adjustment to future services.

At this stage, we will listen carefully, clarify details where needed, and propose practical steps to address your concern. If you are satisfied with the solution offered, the complaint will be considered resolved and recorded for our internal monitoring.

Stage 2: Formal Complaint

If your concern is not resolved informally, or if the issue is more serious, you may submit a formal complaint. Once received, your complaint will be logged and assigned to a manager for review.

We will acknowledge your formal complaint within a reasonable time frame, confirming that we have received it and providing an outline of the next steps. The manager responsible for the investigation may contact you to request further details or evidence so that we can fully understand the situation.

We will then review staff reports, service records, and any relevant documentation. Where appropriate, we may also carry out a site visit to assess the situation. After completing the investigation, we will provide a written response explaining our findings, any conclusions reached, and the actions we will take to put things right where necessary.

Stage 3: Further Review

If you remain dissatisfied following our formal response, you may request that the complaint is reviewed by a senior member of our management team. You should explain why you are unhappy with the outcome at Stage 2 and what resolution you are seeking.

The senior reviewer will examine the handling of your complaint, the evidence considered, and the decision reached. They may contact you for further clarification. Once the review is complete, a final response will be issued to you, outlining our position and any additional steps we will take.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, remedies may include one or more of the following:

A clear explanation or clarification about what occurred.

A repeat clean or corrective visit at no additional cost, where appropriate.

Adjustments to future cleaning schedules or service specifications.

Internal action such as additional staff training, supervision, or procedural changes.

Where justified, a financial gesture or adjustment to your invoice.

Our priority is to restore your confidence in our services and to prevent similar issues from occurring in the future.

Confidentiality and Data Protection

All complaints are handled with discretion. Information you provide will be shared only with those who need it in order to investigate and resolve your complaint. We will store and process personal data in line with applicable data protection requirements. Records of complaints are retained for monitoring, training, and quality improvement purposes.

Our Commitment to Continuous Improvement

We review complaints regularly to identify any patterns, recurring issues, or areas where our cleaning services or internal procedures could be improved. Insights gained from complaints are used to update staff training, refine service standards, and enhance our overall customer experience in the areas we serve.

Accessibility of this Procedure

This Complaints Procedure is available to all customers and prospective customers on request. If you require this information in a different format or need assistance in making a complaint, please let us know and we will do our best to support you.

Review of this Complaints Procedure

South Kensington Cleaner will review this Complaints Procedure regularly to ensure that it remains clear, effective, and aligned with best practice. Any updates will be applied to new and ongoing complaints from the date of change.