Belsize Park Cleaners Complaints Procedure

Belsize Park Cleaners is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

We use every complaint as an opportunity to learn, improve our standards, and enhance the overall customer experience. Our aim is to resolve issues quickly, fairly, and transparently.

Scope of this Complaints Procedure

This procedure applies to complaints relating to our cleaning services, including domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning, and specialist cleaning. It covers concerns about the quality of the work carried out, conduct of cleaning staff, punctuality or reliability of services, and adherence to agreed instructions.

This procedure does not cover employment disputes, matters relating solely to third-party suppliers, or issues that fall outside the services we provide. In such cases, where possible, we will direct you to the appropriate organisation or channel.

Our Complaints Principles

When handling complaints, Belsize Park Cleaners follows these principles:

We take every complaint seriously and treat customers with respect and courtesy.

We aim to acknowledge and respond within reasonable timeframes.

We investigate complaints fairly, listening to all sides and reviewing relevant information.

We aim to put things right where we are at fault and explain clearly what we can do.

We use feedback to improve our services, training, and internal procedures.

How to Make a Complaint

If you are dissatisfied with any aspect of our cleaning service, we encourage you to raise the issue as soon as possible so that we can address it promptly.

You can make a complaint by contacting our customer service team and providing the following information:

Your full name and, if applicable, the name of the business or property.

The service address where the cleaning was carried out.

The date and approximate time of the service.

A clear description of your concern, including any relevant details about the areas cleaned, staff involved, or agreed instructions.

Any supporting information you feel is relevant, such as photographs, notes, or schedules.

We recommend that you raise concerns within 48 hours of the service taking place, particularly for quality-related issues, so that we have the best opportunity to assess and resolve the matter.

Initial Response and Acknowledgement

Upon receiving your complaint, we will record the details in our internal system. We aim to acknowledge your complaint within a reasonable time, confirming that it has been received and is being reviewed.

Where possible, we may seek immediate clarification or additional information to help us understand the issue fully. In some cases, simple concerns may be resolved at this early stage through explanation, further cleaning, or an agreed remedial step.

Investigation Process

For more complex or serious complaints, we will carry out a structured investigation. This may include:

Reviewing the booking details, instructions, and service notes.

Speaking with the cleaning team members involved.

Reviewing any photographs, checklists, or feedback recorded at the time of service.

Considering any relevant policies and health and safety guidelines.

We will aim to complete our investigation within a reasonable timeframe. Should the investigation require more time, we will keep you informed of progress and expected timescales.

Outcome and Resolution

Once our investigation is complete, we will inform you of the outcome and any proposed resolution. Depending on the nature of the complaint and our findings, possible resolutions may include:

Arranging a re-clean of specific areas.

Providing a partial or full adjustment to the service charge, where appropriate.

Offering a credit towards a future cleaning service.

Providing an explanation, guidance, or changes to how future services will be delivered.

In cases where we do not uphold the complaint, we will explain our reasoning clearly and share the information considered during the investigation.

Escalation of Complaints

If you are not satisfied with the initial outcome, you may request that your complaint be escalated for further review. The complaint will then be reviewed by a more senior member of our team who was not directly involved in the original investigation.

During escalation, we will reassess the information, consider any new evidence or comments you provide, and confirm whether the original outcome remains appropriate or if an alternative resolution is justified.

We will then communicate the final position to you. This concludes our internal complaints process.

Your Responsibilities as a Customer

To help us manage complaints effectively and fairly, we ask customers to:

Provide clear, accurate, and timely information about the issue.

Allow reasonable access to the property, where required, for inspection or remedial work.

Communicate with our team in a respectful and courteous manner.

Engage with proposed resolutions in good faith.

We reserve the right to withdraw or limit services where behaviour towards staff is abusive, threatening, or otherwise unacceptable.

Continuous Improvement

Belsize Park Cleaners regularly reviews complaint records and feedback trends to identify areas where we can improve our services, training, and quality control processes. This may include updates to checklists, supervision methods, staff training programmes, and booking procedures.

By maintaining a clear and accessible Complaints Procedure, we aim to give our customers confidence that their concerns will be taken seriously and help us continue to deliver reliable, professional cleaning services in our service area.

Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, operational practices, or applicable guidance. Any updated version will apply from the date it is published and will replace previous versions.

If you have any questions about this procedure or how it applies to a particular situation, our customer service team will be happy to provide clarification.