Lambeth Cleaners Complaints Procedure

This Complaints Procedure explains how you can raise a concern about any cleaning service provided by Lambeth Cleaners, and how we will respond. Our aim is to resolve issues quickly, fairly and transparently, while using feedback to improve the quality and reliability of our cleaning services.

Purpose and Scope

This procedure applies to all customers who use Lambeth Cleaners for domestic or commercial cleaning. It covers complaints about the standard of cleaning, conduct of cleaners, scheduling and access issues, and any aspect of our service delivery or administration. It does not cover employment disputes or matters that must be handled through formal legal channels.

We treat all complaints seriously, whether they are small issues about individual cleaning visits or more significant concerns about ongoing service arrangements.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way we have handled a previous enquiry or issue. Examples include:

Cleaning not completed to the expected standard or within the agreed time.

Missed or significantly late appointments without adequate notice.

Concerns about the behaviour, attitude or professionalism of our cleaners.

Damage or alleged damage to property during a cleaning visit.

Disagreement about invoices, charges or the services delivered.

Poor communication or failure to respond to previous contact.

If you are unsure whether your concern is a complaint, you can still raise it with us and we will advise on the most appropriate way to handle it.

How to Make a Complaint

You should raise your complaint as soon as reasonably possible after the issue occurs. This helps us to investigate accurately and resolve matters quickly.

You can submit a complaint in writing, providing as much detail as possible about the cleaning service, date and time, the property, and the nature of your concern. Where relevant, please also explain what outcome you are seeking, such as a re-clean, clarification, or a review of charges.

If your complaint relates to a particular cleaner or a specific visit, please state this clearly. This allows us to review schedules, notes and any relevant internal records as part of our investigation.

Information We May Request

To help us investigate your complaint thoroughly and fairly, we may ask you to provide additional information, for example:

Dates and times of the cleaning visits in question.

Rooms or areas of the property affected.

Photos or descriptions of any alleged damage or areas not cleaned adequately.

Copies of any relevant messages or written instructions you previously provided.

We will only request information that is necessary to understand and address your complaint.

Complaint Handling Stages

We aim to resolve complaints in a structured and timely way. Our process typically follows these stages:

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. We will provide an indication of when you can expect a more detailed response.

2. Investigation: A manager or senior member of our team will review your complaint internally. This may include speaking with the cleaners involved, reviewing schedules and notes, and assessing any evidence you have provided.

3. Response: Once our investigation is complete, we will inform you of our findings, our decision and any proposed resolution. Where appropriate, we will explain the reasons for our conclusions.

4. Resolution and Follow-up: If you accept the proposed resolution, we will implement the agreed actions and make any necessary adjustments to future cleaning arrangements. We may follow up to ensure you are satisfied with the outcome.

Timeframes for Responding

We aim to acknowledge all complaints promptly. We then seek to complete our investigation and provide a full response within a reasonable timescale, depending on the complexity of the issue and the availability of staff and information.

If we need more time than originally indicated, we will inform you and explain the reasons for the delay. Our goal is always to resolve complaints as efficiently as possible while still conducting a fair review.

Possible Outcomes and Remedies

Where a complaint is upheld, possible outcomes may include:

Offering a re-clean of some or all affected areas.

Adjusting a bill or issuing a partial credit where appropriate.

Providing additional training or guidance to the cleaners involved.

Amending our internal processes or checklists to prevent similar issues.

In some situations, we may conclude that the complaint is not upheld. In such cases, we will still explain our reasoning and any steps we have taken to review the matter.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it be escalated for a further internal review. A different senior member of our team will review the complaint, the initial investigation and the decision reached, and will provide a final internal response.

We will always aim to treat escalated complaints with particular care, ensuring that your concerns have been fully considered from all reasonable angles.

Our Commitment to Fairness and Confidentiality

Lambeth Cleaners is committed to handling all complaints impartially, without bias and in a professional manner. Raising a complaint in good faith will never result in any form of discrimination or disadvantage in the way we provide services to you.

We will handle your personal information and any details of your complaint in line with applicable data protection requirements. Information will only be shared within our organisation on a need-to-know basis to investigate and resolve your complaint.

Using Feedback to Improve Our Cleaning Services

Complaints and constructive feedback are a valuable source of information about how our cleaning services are performing in real homes and workplaces. We regularly review complaint records to identify recurring issues, training needs and opportunities to improve our service standards, quality checks and communication.

By following this Complaints Procedure, Lambeth Cleaners aims not only to resolve individual concerns, but also to ensure that customers across our service area benefit from higher and more consistent cleaning standards.