Complaints Procedure

Queen's Park Cleaner Complaints Procedure

At Queen's Park Cleaner, we aim to deliver 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 respond, and what you can expect from us at each stage.

Our Commitment To You

We are committed to treating every complaint seriously, fairly, and with respect. We use complaints as an opportunity to put things right for you and to improve our cleaning services and internal processes.

Our main aims when handling a complaint are to:

Clarify the details of your concern and what outcome you are seeking.

Investigate what went wrong and why.

Provide a clear, timely response with an explanation and, where appropriate, a suitable resolution.

Use the findings to prevent similar issues in future.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous concern. This may include, for example:

The standard or quality of cleaning.

Missed or late appointments.

Damage or alleged damage to property during a visit.

Conduct or behaviour of a cleaner or representative.

Communication issues, including unclear information about pricing or services.

How a previous complaint was handled.

You do not need to use particular words or phrases for us to treat your feedback as a complaint. If you tell us that you are unhappy with our service, we will treat it as a complaint and follow this procedure.

How To Make A Complaint

You can make a complaint in any way that is convenient to you, including speaking to us in person during a visit, contacting our office team, or writing to us. Please provide as much detail as possible, including:

Your full name and, where relevant, your business or property address.

The date and time of the cleaning visit or incident.

The name of the cleaner or team, if known.

A clear description of what went wrong.

Any photos or other evidence that may help us understand the issue.

What you would like us to do to put things right.

Stage One: Initial Resolution

Where possible, we encourage you to raise concerns as soon as you notice an issue, ideally within a short time of the visit. Many concerns can be resolved quickly and informally by our office team or by the supervisor responsible for your booking.

At this stage, we will:

Listen carefully to your concern and ask any questions needed to understand what has happened.

Check our records, including schedules, notes, and any relevant instructions given for the job.

Offer an immediate resolution wherever possible, which may include a return visit, partial refund, credit for future services, or another practical solution.

We aim to provide an initial response within a reasonable timeframe. Where a quick resolution is possible, we will confirm this with you and agree any next steps.

Stage Two: Formal Complaint Investigation

If your concern cannot be resolved informally, or if you remain dissatisfied after the initial response, you can ask for a formal complaint investigation. You may also choose to start at this stage if the issue is serious, for example where there is alleged damage, safety concerns, or repeated poor service.

During the formal investigation:

A manager or senior member of staff who was not directly involved in the original incident will review your complaint.

We will acknowledge that we have received your complaint and confirm that it is being investigated.

We may contact you to request additional information or clarification.

We will review job records, schedules, staff statements, and any evidence you have provided, such as photos or written notes.

Once the investigation is complete, we will provide a written outcome, explaining:

What we have found.

Whether we uphold your complaint in full, in part, or not upheld.

Our reasons for this decision.

Any remedies or actions we will take, which may include a re-clean, financial remedy, staff training, or changes to our procedures.

Timescales For Responses

We aim to handle all complaints as promptly as possible. While exact timescales may vary depending on the complexity of the issue, we generally work to the following standards:

Provide an initial acknowledgement of a formal complaint within a reasonable period.

Complete most investigations and provide a full response within a set timeframe wherever feasible.

If we need more time, for example where the matter is complex or involves third parties, we will inform you of the reason for the delay and give you an updated timescale for our response.

Confidentiality And Data Protection

We treat all complaints confidentially and share information only with those who need it to investigate and resolve the issue. We handle all personal information in line with our data protection responsibilities. We may keep records of complaints and outcomes to help us monitor our performance and improve our services.

Remedies And Putting Things Right

Where a complaint is upheld, we will seek to offer a remedy that is fair and proportionate to the issue identified. Depending on the circumstances, this may include:

Arranging a re-clean of all or part of the property.

Offering a partial or full refund or a credit towards future services.

Providing additional supervision, training, or guidance to staff.

Reviewing and improving our procedures, checklists, or quality control processes.

If You Remain Dissatisfied

If you are not satisfied with the outcome of the formal complaint investigation, you may ask for a further review. This will be carried out by a senior person who has not previously been involved in handling your complaint. They will review how your complaint was managed, the evidence considered, and the decision reached.

Following this review, we will provide a final response setting out our conclusions and any further actions we will take. This will normally mark the end of our internal complaints process.

Learning From Complaints

We value feedback and view complaints as an important source of information about how our cleaning services are experienced in practice. We regularly review complaint themes and outcomes to identify patterns, training needs, and opportunities to improve our service delivery, customer communication, and quality control.

By following this procedure, we aim to provide a clear, fair and accessible route for raising concerns, while helping us maintain and improve the standards that customers expect from Queen's Park Cleaner.