Complaints Procedure

Finchley Cleaner Complaints Procedure

This Complaints Procedure explains how Finchley Cleaner manages concerns and complaints about our cleaning services. We are committed to putting things right quickly, treating all customers fairly and learning from feedback to improve our services.

Our Commitment to You

We aim to deliver professional and reliable cleaning services on every visit. If something goes wrong, we want to know so we can address it promptly. Every complaint is taken seriously, handled with respect and investigated thoroughly. We will keep you informed at each stage and aim to resolve matters as quickly as possible.

We will always seek to:

Listen carefully to your concerns and understand what has happened from your point of view. Acknowledge receipt of your complaint and explain the next steps. Investigate the matter fairly and objectively. Provide a clear response and, where appropriate, a suitable remedy. Use your feedback to improve our services and staff training.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning, the conduct of our cleaners or office team, our procedures, or any aspect of the service you receive from Finchley Cleaner. This may include issues such as missed areas, timekeeping concerns, communication problems, billing queries or health and safety matters.

You do not need to use any special form of words to make a complaint. If you are unhappy and want us to look into something, we will treat it as a complaint.

How to Raise a Complaint

You can raise a complaint with us verbally or in writing. Please provide as much information as you can, including your name, address, the date and time of the service, and a clear description of what went wrong. If relevant, tell us what outcome you are seeking so we understand how we may resolve the matter to your satisfaction.

If the issue is about a recent clean, please contact us as soon as possible. Reporting concerns promptly allows us to review the service while details are still fresh and put things right quickly.

Stage One: Informal Resolution

Where possible, we encourage customers to raise concerns informally in the first instance. Many issues can be resolved quickly with a simple clarification, minor adjustment to the service, or prompt return visit.

At this stage, a member of our team will:

Listen to your concerns and ask questions to fully understand the issue. Check the details of the clean, schedule and any relevant notes. Where appropriate, speak with the cleaner or team involved. Offer a practical solution, which may include a reclean of affected areas, an adjustment to future services, or another reasonable remedy.

Most concerns are resolved at this stage. If you are not satisfied with the informal response, you can ask for your complaint to be escalated to the formal stage.

Stage Two: Formal Complaint

If you wish to make a formal complaint, please set out your concerns in writing so we have a clear record of the issues. A manager will take responsibility for reviewing your complaint and coordinating the response.

At the formal stage, we will:

Acknowledge your complaint and confirm that it is being treated as a formal complaint. Review all relevant information, including service records, staff accounts and any photographs or notes you provide. Consider whether any policies, procedures or service standards may not have been followed. Assess whether further action, training or changes to procedures are required.

Once the investigation is complete, we will provide a written response setting out our findings, any action we will take, and any remedy we are able to offer. We aim to provide this response in a timely manner, although complex matters may take longer to review.

Possible Outcomes and Remedies

Where a complaint is upheld, we will seek to offer a fair and reasonable outcome. Depending on the circumstances, this may include:

Arranging a reclean of specific areas or an entire visit. Adjusting future cleaning schedules or tasks to better meet your expectations. Providing additional training or guidance to staff. Amending our procedures to reduce the likelihood of similar issues arising. Offering a financial adjustment where appropriate and proportionate.

Any remedy will be based on the nature of the issue, the impact on you, and what is reasonable in the circumstances.

If You Remain Dissatisfied

If you are not satisfied with the outcome of the formal complaint, you may ask for a further review. In that case, a senior member of the team, not previously involved in the matter, will re-examine the complaint, the investigation and the response already provided.

The senior reviewer will consider whether the complaint was handled fairly, whether our decision was reasonable based on the evidence available, and whether any further action is appropriate. The outcome of this review will be communicated to you in writing. This will normally be our final position on the matter.

Confidentiality and Data Protection

All complaints are handled with discretion. Information about your complaint will only be shared with those directly involved in investigating and resolving the matter. We store and process any personal data in line with our data protection obligations and our internal privacy practices.

Learning from Complaints

Complaints help us to improve the quality and reliability of our cleaning services. We regularly review complaint records to identify recurring issues, service gaps or training needs. Where patterns are identified, we may update our procedures, introduce additional quality checks or provide further staff training.

By following this Complaints Procedure, Finchley Cleaner aims to ensure that all customers in our service area receive a consistent, fair and transparent response whenever they raise a concern about our services.