Lambeth Cleaner Complaints Procedure

At Lambeth Cleaner, we aim to provide reliable, consistent and professional 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 every stage.

Our Commitment to Handling Complaints

We treat every complaint seriously and use feedback to improve the way we deliver our cleaning services. Our key commitments are to handle complaints promptly, fairly and confidentially wherever possible, and to offer clear communication so you know what is happening and when.

We will listen carefully to your concerns, investigate what went wrong and, where appropriate, offer a practical resolution such as re-cleaning, corrective work or other reasonable remedial action.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, or the way we have handled a previous issue. Examples include concerns about cleaning quality, timekeeping, conduct of cleaners, damage to property, or misunderstandings about bookings or charges.

You do not need to use specific wording or refer to this document to make a complaint. If you tell us you are unhappy with our service and would like us to address it, we will treat that as a complaint.

How to Make a Complaint

You can raise a complaint using any standard written method. Providing your full name, address, and the date and time of the cleaning visit will help us investigate. Please also explain clearly what went wrong, when it happened, and what outcome you are seeking, such as a re-clean, explanation, or review of charges.

It is helpful if you make your complaint as soon as possible after the issue arises. The sooner you contact us, the easier it is for us to investigate thoroughly and put things right.

Information to Include

To allow us to review your complaint promptly, please provide as many of the following details as you can:

Your full name and the address where the service took place

The date and approximate time of the cleaning visit

The names of any cleaners involved, if known

A clear description of the problem, including the specific areas or tasks you are unhappy with

Any supporting information such as photographs of missed areas or damage, and any previous communication regarding the issue

What you would like us to do to resolve the matter

Stages of the Complaints Process

We operate a straightforward, staged complaints process designed to resolve most issues quickly and informally, while providing a clear route for further review where needed.

Stage One: Initial Review

At the first stage, your complaint will be logged and acknowledged. We aim to acknowledge complaints within a reasonable timeframe. An appropriate member of our team will review the details, check our records, and where necessary contact the cleaners or supervisors involved.

Our goal at this stage is to resolve the complaint quickly, usually by clarifying what happened, offering a re-clean, or explaining any misunderstanding. We will respond to you once our initial review is complete and outline any proposed resolution.

Stage Two: Further Investigation

If you are not satisfied with the outcome of Stage One, you can ask for a further investigation. Please explain which aspects of the initial response you are unhappy with and why you feel the matter has not been resolved.

At Stage Two, a more senior member of staff will review your complaint, the actions taken so far, and any additional information provided. They may contact you for more details and will aim to provide a fuller written response, setting out their findings, conclusions and any further steps we can reasonably take.

Stage Three: Final Position

Where a complaint cannot be resolved to your satisfaction after Stage Two, we will issue a final position. This will confirm the steps we have taken to investigate and the reasons for our decision. While we may not always be able to agree with your desired outcome, we commit to giving a clear and reasoned explanation.

Timeframes for Response

We aim to deal with complaints in a timely manner. The exact timeframe may vary depending on the complexity of the issue and how much information is required, particularly where several cleaning visits or team members are involved.

We will keep you informed if we need more time than usual to complete our investigation, and we will update you on progress where appropriate. Our focus is on giving a thorough and fair response rather than rushing to a conclusion.

Possible Outcomes and Remedies

Depending on the nature of your complaint and our findings, potential outcomes may include:

An explanation and, where applicable, an apology

A re-clean of specific areas or a full visit, where reasonable

Corrective action on future bookings, such as allocating a different cleaner or supervisor

Review of internal procedures or staff training to reduce the likelihood of similar issues

Any remedy will be considered on a case by case basis, taking into account the circumstances and any evidence available.

How We Use Complaints to Improve

Complaints are an important source of feedback that help us raise and maintain standards across our cleaning services. We review complaint trends periodically to identify common issues, patterns or areas where additional staff training, supervision or process changes may be required.

By following this procedure and working with you to understand what went wrong, we aim not only to address individual concerns but also to improve the overall quality and reliability of our service.

Confidentiality and Data Handling

Your complaint will be handled with discretion. Information will be shared only with those who need it to investigate and respond. We will handle your personal data in line with applicable data protection principles and keep records of complaints only for as long as reasonably necessary for our legitimate business purposes.

Accessibility of This Procedure

This complaints procedure is intended to be clear and accessible to all our clients. If you have any difficulty understanding this document or need it communicated in a different way, you can contact us to discuss reasonable adjustments. We will do what we can, within our resources, to make the process straightforward for you.

We encourage all clients to raise concerns promptly so we have the opportunity to put things right and continue to improve the cleaning services we provide.