Cleaner Knightsbridge Complaints Procedure

Cleaner Knightsbridge is committed to providing reliable, professional and consistent cleaning services. We recognise that, from time to time, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage. Our aim is to resolve issues quickly, fairly and transparently, and to use your feedback to improve our services.

Purpose of this complaints procedure

The purpose of this procedure is to set out a clear and straightforward process for customers who are dissatisfied with any aspect of our cleaning services. It applies to all residential and commercial clients who use Cleaner Knightsbridge for regular or one off cleaning, and covers issues such as service quality, conduct of cleaners, appointment management, and billing concerns. This procedure does not affect your legal rights.

What we class as a complaint

A complaint is any expression of dissatisfaction about the service you have received from Cleaner Knightsbridge, whether that relates to the cleaning work itself, the behaviour of staff, communication from our office, or how we have handled a previous query. We take all complaints seriously, regardless of whether they are raised informally or through the formal process described below.

Raising an informal concern

Where possible, we encourage you to raise any concern as soon as you notice a problem, ideally within 24 hours of the cleaning visit. In many cases, issues can be resolved quickly and informally by speaking with our office team, who can investigate and offer a prompt solution, such as arranging a re clean or clarifying any misunderstanding. If you feel that your concern has not been resolved informally or you would prefer a more structured review, you may submit a formal complaint.

How to make a formal complaint

You can make a formal complaint in writing, providing as much detail as possible so that we can fully understand what has happened. Please include your full name, service address, dates and times of the relevant cleaning visit, the type of service you booked, a clear description of the issue, any photos or examples that might help us investigate, and details of any previous conversations you have had with our team about the matter.

We encourage you to raise your complaint as soon as reasonably possible, and ideally within seven days of the visit in question. Complaints raised later than this will still be considered, but it may be more difficult to investigate fully.

Our acknowledgement and response times

Once we receive your formal complaint, we will acknowledge it within three working days. This acknowledgement will confirm that we have received your concerns, outline the next steps, and let you know who will be responsible for handling your complaint. We will then carry out a thorough investigation into the issues you have raised.

We aim to provide a full written response within ten working days of acknowledging your complaint. If, for any reason, we need more time, we will explain why there is a delay and provide an updated timescale. Our goal is to ensure that you are kept informed throughout and that you know when to expect an outcome.

How we investigate complaints

When investigating a complaint, we will review all relevant information, which may include your original booking details, job notes from the cleaner or team, timings of visits, and any photos or supporting documents. We may also speak with the cleaner or supervisors involved to understand what occurred. All complaints are handled confidentially and with respect for everyone concerned.

We approach every complaint with an open mind and without making assumptions. Our focus is on establishing the facts, understanding your expectations, and determining whether our service met the standards we promise. Where we identify that something has gone wrong, we will acknowledge this and take steps to put it right.

Possible outcomes and remedies

Depending on the nature of your complaint and our findings, possible outcomes may include a clear explanation or apology, a complimentary re clean of the affected areas, a partial or full adjustment to your invoice where appropriate, or changes to our processes, training or supervision to prevent similar issues in future. We will set out our conclusions and any actions we will take in a clear written response.

If you are not satisfied with the outcome

If you are unhappy with the outcome of our investigation or feel that your concerns have not been properly addressed, you may request that your complaint is reviewed by a senior member of our management team. Please explain why you remain dissatisfied and what you believe would be a fair resolution. The senior reviewer will re examine your complaint, the evidence we have gathered, and our initial decision.

Following this review, we will provide a final written response, normally within ten working days. This marks the conclusion of our internal complaints procedure. At this stage we will confirm our final position and any further steps we are prepared to take.

Continuous improvement and staff training

Cleaner Knightsbridge uses all complaints and feedback as an opportunity to improve. We regularly review trends and recurring themes, and we may update our cleaning checklists, on site supervision, quality control checks and staff training as a result. Our teams are trained to treat all complaints professionally, to listen carefully, and to look for practical solutions that protect both the customer and the integrity of our services.

Privacy and data protection

All complaints are handled in line with our commitment to privacy and data protection. The information you provide will only be used for the purpose of investigating and responding to your complaint, monitoring service quality, and fulfilling our legal obligations. We keep complaint records securely and retain them only for as long as is necessary and appropriate.

Our commitment to fair treatment

We are committed to treating every customer fairly, consistently and with respect. Raising a complaint will never result in discriminatory treatment or a reduction in the quality of service you receive. Our intention is always to restore your confidence in Cleaner Knightsbridge and to ensure that our cleaning services meet the high standards you expect from us across our service areas.

We appreciate all feedback, whether positive or negative, and we are grateful when customers take the time to let us know where we can do better. This complaints procedure is designed to ensure that your concerns are heard, taken seriously and resolved wherever possible.