Complaints Procedure

Swiss Cottage Cleaner Complaints Procedure

Swiss Cottage Cleaner is committed to providing reliable, high-quality cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right quickly and learn from your experience. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we ensure that all complaints are handled fairly and consistently.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who wish to complain about any aspect of our cleaning services. It applies to one-off and regular cleaning appointments, including domestic, office and end of tenancy work. Our aims are to resolve issues promptly, treat every customer with respect, and use feedback to improve our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication or the way we have handled a previous query. This may include, but is not limited to:

Inadequate cleaning standards or missed tasks during a visit. Damage to property or items during a cleaning appointment. Concerns regarding the conduct, punctuality or professionalism of cleaners. Issues with booking, cancellations, charges or invoicing. Dissatisfaction with how a previous issue or enquiry was handled.

You do not have to use specific words or formal language for your concern to be treated as a complaint. If you tell us that you are unhappy and would like us to do something about it, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint using any written method that records the details clearly. Please include your full name, the address where the cleaning was carried out, the date and time of the service, and a description of what went wrong. If relevant, you may also include photographs that support your account of the issue.

If your complaint relates to an ongoing service, we recommend you contact us as soon as you notice the problem so that we can address it promptly. Where possible, please raise concerns within 48 hours of the cleaning visit in order for us to investigate effectively and, where applicable, arrange a re-clean or other remedial action.

Information We Need From You

To help us understand your complaint and resolve it efficiently, please provide as much detail as you can, including:

The date and approximate time of the cleaning service. The type of service you booked, for example regular domestic cleaning or end of tenancy cleaning. Specific areas or tasks that did not meet your expectations. Any discussion you have already had with a cleaner or a member of our team about the issue. Your preferred outcome, such as a re-clean of specific areas or clarification about charges.

The more information we have at the outset, the more quickly and accurately we can respond.

How We Will Respond

We acknowledge all complaints as soon as reasonably possible. We will then assign your complaint to a suitable member of the management team for investigation. Our standard timeframes are as follows:

Initial acknowledgement within a reasonable period after receiving your complaint. A more detailed response once we have completed our investigation, which may involve reviewing schedules, speaking with the cleaning team and, if appropriate, asking for further information from you.

Where the matter is urgent, for example if there is a concern about damage or safety, we will prioritise your case and keep you updated on the steps we are taking.

Investigation and Resolution

During our investigation we will review all relevant information, including job notes, staff feedback and any photographs or descriptions you have provided. We aim to be fair, objective and consistent. Once our investigation is complete, we will explain our findings and any actions we propose to take.

Depending on the nature of the complaint and the outcome of the investigation, possible resolutions may include:

A re-clean of specific areas or the whole property where service standards have not been met. A partial or full adjustment to a bill where appropriate. Clarification of our terms, prices or processes if there has been a misunderstanding. Training, guidance or disciplinary action for staff where conduct or performance has fallen below our expectations. Changes to our internal procedures to prevent similar issues from arising in future.

We will always aim to agree a resolution with you and to implement it as quickly as reasonably possible.

Escalation of Your Complaint

If you are not satisfied with the response you receive at the first stage, you may ask for your complaint to be reviewed by a more senior member of our team. When you do this, please explain why you remain dissatisfied and what outcome you are seeking.

The senior review will focus on whether the original investigation was thorough and fair, whether our decision was reasonable in light of the information available, and whether any further steps can be taken to resolve the matter. We will then provide you with a final response, setting out our position and any additional actions we will take.

Time Limits and Historic Complaints

We encourage customers to raise complaints as soon as possible after the event. This enables us to investigate while information is still fresh and, where relevant, to revisit the property if a physical inspection would help. While we will always consider your concerns, our ability to offer remedies such as re-cleans or adjustments may be limited if a significant amount of time has passed since the service was delivered.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint, such as relevant managers and cleaning staff. We handle all personal data in line with applicable data protection requirements and retain records of complaints only for as long as necessary for legal, regulatory and quality assurance purposes.

Our Commitment to Continuous Improvement

We value feedback from our customers across our service area, including comments, concerns and complaints. Every complaint is an opportunity for us to review our standards, training and procedures. We regularly analyse complaints data to identify patterns, address recurring issues and enhance the overall reliability and quality of our cleaning services. By following this complaints procedure, we aim to ensure that every concern is heard, taken seriously and used to improve how we work.