Complaints Procedure

Hammersmith Cleaner Complaints Procedure

Hammersmith Cleaner is committed to delivering reliable, high quality cleaning services for homes and businesses in our service areas. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns, how we will handle them, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The aim of this procedure is to ensure that any dissatisfaction with our cleaning services, customer service, or communication is dealt with fairly, consistently, and promptly. We use feedback and complaints to review our performance, identify areas for improvement, and enhance the overall client experience.

This procedure applies to all clients who use our cleaning services, including regular domestic cleaning, one off deep cleans, end of tenancy cleaning, office cleaning, and any other cleaning solutions we offer within our operating locations.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, from a client about any aspect of our services. This can include, but is not limited to:

Poor quality of cleaning or missed tasks. Damage to property or items during a clean. Staff behaviour or professionalism. Failure to attend a scheduled appointment. Delays, miscommunication, or administrative errors. Health and safety concerns related to our work.

We encourage clients to tell us as soon as possible if they are unhappy so that we can put things right quickly.

How to Make a Complaint

You can raise a complaint using any of the following methods:

In writing, setting out the details of the issue, the date of the service, and the location where the clean took place. Verbally to a member of our team, who will record the details on your behalf. Through our online or booking channels, by providing a clear description of the problem.

To help us investigate your complaint efficiently, please provide your full name, the address where the cleaning was carried out, the date and approximate time of the service, and a clear description of what went wrong. Where relevant, you may also describe any immediate impact, such as property damage or urgent cleaning concerns.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a responsible person, typically a supervisor or manager. We aim to acknowledge your complaint within a reasonable time frame, confirming that it has been received and is being reviewed.

At this point, we may contact you for additional information, such as photographs of any damage or clarification regarding the cleaning tasks booked. This helps us to understand the situation fully and assess what went wrong.

Stage 2: Investigation

The assigned supervisor or manager will investigate your complaint. This may include:

Reviewing booking details and any special instructions provided. Speaking with the cleaning operatives who attended the property. Checking any quality control reports, checklists, or notes from the visit. Assessing whether our processes and standards were followed.

We aim to complete the investigation and provide a response within a reasonable period, depending on the complexity of the issue. If we anticipate a delay, we will inform you and provide an updated timeframe.

Stage 3: Response and Resolution

After we have completed our investigation, we will explain our findings and any action we propose to take. Possible outcomes may include:

A clear explanation of what happened and, where appropriate, an apology. A return visit or re clean to address missed or unsatisfactory areas. Practical steps to resolve service shortcomings. Review and adjustment of our internal processes or staff training.

Where property damage is involved, we will follow our internal incident and insurance procedures. You may be asked to provide details and evidence to support any claim. Each case will be assessed on its individual circumstances.

Escalating a Complaint

If you are not satisfied with the outcome at Stage 3, you may request that your complaint is escalated. It will then be reviewed by a more senior member of our team who was not involved in the original investigation.

The senior reviewer will consider the initial findings, any additional information you provide, and whether our procedure was followed correctly. They may contact you directly to clarify points or to gain a better understanding of your concerns. Following this review, we will provide a final response, setting out our position and any further steps we can reasonably take.

Time Limits for Raising a Complaint

We recommend that complaints about cleaning quality are raised as soon as possible and ideally within 24 to 48 hours of the service. This allows us to see the property in a condition close to how it was left and to act quickly if a re clean is appropriate.

Complaints about billing, staff conduct, or administrative matters should also be raised promptly so they can be accurately investigated. While we will always try to assist, the longer the delay in raising an issue, the more difficult it can be to establish the facts.

How We Use Complaints to Improve

Hammersmith Cleaner views complaints and feedback as a valuable opportunity to improve. We regularly review complaint records to identify recurring patterns, such as specific tasks, properties, or service types that generate concerns.

These reviews may lead to updated cleaning checklists, additional staff training, improved supervision, or changes to how we schedule and manage visits within our service areas. Our goal is to reduce the likelihood of similar issues happening again and to enhance the reliability of our services for all clients.

Confidentiality and Data Protection

All complaints are handled with sensitivity. Information is shared only with those who need it to investigate and resolve the matter. We keep records of complaints in line with our data protection obligations and retain them only for as long as necessary for legitimate business and legal purposes.

Review of this Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective, and aligned with our commitment to high standards of cleaning and customer care across the areas we serve.

By outlining our approach in this way, we aim to give you confidence that any concerns will be taken seriously, investigated thoroughly, and used to make continual improvements to our services.