Cleaner Kingston Complaints Procedure

At Cleaner Kingston, we are committed to delivering reliable, high-quality cleaning services. We recognise that, on occasion, something may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We aim to provide a fair, consistent, and timely response to all complaints. Every concern is taken seriously regardless of the size of the issue or the type of cleaning service involved. Our goal is to resolve matters as quickly as possible while using the feedback to improve our standards and training.

We treat all customers with respect and courtesy and expect the same in return for our team. We will always do our best to restore your confidence in our services and to prevent similar issues arising again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the cleaning services you have received from Cleaner Kingston, whether domestic or commercial. This may include, but is not limited to:

Concerns about the quality of cleaning, such as missed areas, inadequate cleaning, or inconsistent standards.

Issues with punctuality, reliability, or conduct of cleaners at your property.

Concerns about how your booking, instructions, or preferences have been handled.

Problems relating to access, property care, or how we have communicated with you.

If you are unsure whether your concern is a complaint, we encourage you to raise it with us so we can address it informally or formally as appropriate.

How to Raise a Complaint

You can make a complaint to Cleaner Kingston in writing or verbally. Providing as much detail as possible will help us investigate and resolve the matter more effectively. Where you can, please include:

Your full name and the address where the cleaning took place.

The date and time of the service and, if known, the name of any cleaner involved.

A clear description of what went wrong and how it has affected you.

Any photographs, notes, or other information that may help us understand the issue.

What outcome you are seeking, for example a re-clean, explanation, or other resolution.

We recommend raising your complaint as soon as possible after the issue occurs so that the details are fresh and any necessary inspections or remedial cleaning can be arranged promptly.

Informal Resolution

In many cases, an issue can be resolved quickly and informally. If you feel comfortable doing so, you may raise your concern with the relevant contact at Cleaner Kingston, such as the person who organised your booking or the supervisor responsible for your service.

Where appropriate, we will aim to resolve the issue immediately, for example by arranging a prompt re-clean of the affected areas, clarifying expectations with our cleaning staff, or correcting any booking error. If you are not satisfied with the informal response, or if the matter is more serious, you may proceed with a formal complaint.

Formal Complaint Process

If your concern cannot be resolved informally or is of a more serious nature, you may request that it is treated as a formal complaint. Once we have received the necessary information, the following stages will apply:

Acknowledgement: We will acknowledge your complaint and confirm that it is being handled under this procedure. At this stage we may request any additional details we need to investigate.

Investigation: A designated member of the Cleaner Kingston management team will review your complaint. This may include speaking to the cleaners involved, checking schedules and job sheets, reviewing any photographs or evidence, and, where appropriate, arranging a visit to your property.

Response: Once the investigation is complete, we will provide you with a clear response setting out our findings and any actions we will take. We will aim to respond within a reasonable timeframe, keeping you informed if more time is needed due to the complexity of the matter.

Possible Outcomes and Remedies

Where our investigation finds that we have fallen short of our service standards, we will take appropriate steps to put things right. Depending on the circumstances, this may include one or more of the following:

Providing a re-clean of some or all of the affected areas at no additional cost.

Offering an adjustment, credit, or other commercial gesture in recognition of the inconvenience caused.

Implementing additional staff training, supervision, or changes to our procedures to prevent similar issues in future.

Providing you with a clear explanation of what happened and how we will improve.

Where our investigation does not support the complaint, we will still explain our reasoning so you understand the basis of our decision.

Escalation of Your Complaint

If you are not satisfied with the outcome of your formal complaint, you may ask for it to be reviewed at a higher level within Cleaner Kingston. A manager who was not directly involved in the original decision will reassess the case, the investigation, and the proposed outcome.

The reviewing manager may uphold the original decision, modify the outcome, or recommend further actions. You will be informed of the result of this review and the reasons for the decision.

Timeframes and Keeping You Informed

We aim to acknowledge complaints promptly and to resolve them as quickly as possible. In straightforward cases, we may be able to provide a resolution within a short period. More complex matters, especially those requiring detailed investigation or site visits, may take longer.

If additional time is needed, we will let you know and provide an indication of when you can expect a full response. Our priority is to ensure that the outcome is fair, transparent, and based on a careful review of all relevant information.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with our data protection responsibilities. Information about your complaint will only be shared with those who need it to investigate and resolve the matter or to improve our services. We will store complaint records securely and retain them for an appropriate period, after which they will be securely deleted or anonymised.

Using Feedback to Improve Our Services

Your feedback is important to us, whether positive or negative. Complaints are not simply recorded and closed; they help us identify patterns, highlight training needs, and refine our systems and processes. By raising a concern, you give Cleaner Kingston the opportunity to improve and to provide a more consistent, high-quality cleaning service to all customers.

We encourage you to share your experience openly and honestly. Our team will always listen, investigate fairly, and work with you towards a suitable resolution.