Cleaner Dulwich Complaints Procedure

Cleaner Dulwich is committed to providing a reliable, high quality cleaning service. We recognise that on rare occasions things may go wrong. When that happens, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern about our services, what you can expect from us, and the steps we take to reach a resolution.

Our Commitment to Handling Complaints

We treat every complaint seriously, whether it is about a one-off visit or an ongoing cleaning arrangement. Our aims are to respond promptly, investigate thoroughly, and use your feedback to improve our services. We will always handle complaints in a respectful, confidential and non-discriminatory manner. You will not be treated unfavourably for making a complaint in good faith.

We also appreciate that many concerns can be resolved quickly and informally. Wherever appropriate, we encourage you to raise issues with us as soon as possible so we can address them before they escalate.

What This Procedure Covers

This complaints procedure covers any expression of dissatisfaction about services provided by Cleaner Dulwich, including domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning and any related services. It applies whether you are a regular client, a one-off customer, a landlord, a tenant, or a business that uses our cleaning services.

If your concern relates to something outside our control, we will explain this clearly and, where possible, direct you to the appropriate organisation or party that may be able to assist you.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may contact us in writing or speak to us directly so we can understand the issue in detail. When making a complaint, please provide as much relevant information as you can, including:

The date and approximate time of the cleaning service, the address where the service took place, a clear description of what went wrong or did not meet your expectations, and any specific areas, rooms or items affected. If your concern relates to a particular cleaner or team, please include their name if known, or the date and time they attended. Any photographs or written notes you can provide will help us investigate more quickly and accurately.

We ask that complaints are raised as soon as reasonably possible and preferably within 7 days of the service, so that details are fresh and we have the best opportunity to understand and correct the issue.

Stage One: Informal Resolution

In the first instance, we will always try to resolve your complaint informally. Once your concern is received, a member of the Cleaner Dulwich team will review the details and may contact you to clarify any points. We will aim to acknowledge your complaint within a reasonable period and will usually attempt to resolve straightforward issues immediately or within a short timeframe.

Informal resolutions may include offering advice, providing an explanation, agreeing additional cleaning, rectifying missed tasks, or making reasonable adjustments to future visits. If you are satisfied with the outcome at this stage, the matter will be considered resolved, though we will still record it internally for quality and training purposes.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally, or if you are not satisfied with the initial response, you may ask for a formal investigation. At this stage, your complaint will be reviewed by a senior member of the Cleaner Dulwich team who was not directly involved in the original service where possible.

During the investigation, we may:

Review booking records, cleaning checklists and any relevant notes or photographs; speak with the cleaners or supervisors who attended the property; review any previous communications between you and our team; and, where appropriate, request further information from you to ensure we understand the full context.

We will aim to complete the formal investigation within a reasonable timeframe, depending on the complexity of the issue. Once concluded, we will provide you with a written or verbal response. This will normally include a summary of your complaint, the findings of our investigation, any actions we have already taken, and any further steps we propose to take to resolve the matter.

Possible Outcomes and Remedies

Our goal is to reach a fair outcome that reflects the circumstances of each case. Depending on the nature of the complaint and our findings, possible remedies may include:

Offering to re-clean specific areas at no additional cost where service has fallen below our standards; providing a partial or, in rare cases, a full refund where appropriate; offering a credit towards future cleaning services; or making changes to your cleaning schedule, team or instructions to prevent similar issues in the future.

Where the complaint relates to the conduct or performance of a team member, we may also take internal actions such as additional training, closer supervision, or other management steps in line with our policies. Details of any internal disciplinary action will normally remain confidential, but we will confirm that the matter has been addressed.

Escalation and Further Steps

If you remain dissatisfied after the formal investigation and response, you may ask for the decision to be reviewed. In such cases, a senior manager or owner of Cleaner Dulwich will consider whether the procedure has been followed correctly and whether the outcome is reasonable in light of the evidence available.

While we aim to resolve all complaints directly with our clients, we recognise your right to seek independent advice at any time, such as through consumer advice services or relevant industry bodies if applicable.

Confidentiality and Data Protection

All complaints are handled in line with our commitment to privacy and data protection. Information you provide will only be shared with those who need to know it in order to investigate and resolve your complaint. We will retain records of complaints for a reasonable period so that we can monitor service quality, identify patterns and make improvements.

Using Feedback to Improve Our Services

Every complaint, concern or suggestion is an opportunity for Cleaner Dulwich to improve. We regularly review the nature and frequency of complaints to identify any recurring themes, update our training, refine our cleaning processes, and enhance supervision and quality checks. By raising your concerns, you help us maintain and improve the reliability, consistency and quality of our cleaning services across our service areas.

If you have any questions about this complaints procedure or would like guidance on how to raise a concern, please contact the Cleaner Dulwich team so we can assist you.