Complaints Procedure for Hammersmith Cleaners

Hammersmith Cleaners is committed to providing reliable, high quality cleaning services to all customers. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will handle your complaint, and what you can expect from us at each stage of the process.

Our Commitment to Handling Complaints

We take all complaints seriously and use them as an opportunity to put things right and to improve our services. We aim to:

Respond to complaints promptly and courteously.

Investigate issues thoroughly and impartially.

Provide clear explanations and, where appropriate, fair remedies.

Use feedback to prevent similar issues in the future.

What This Procedure Covers

This procedure applies to complaints about our domestic and commercial cleaning services, including but not limited to regular cleaning, deep cleaning, end of tenancy cleaning and specialist services. It covers concerns about the quality of the work, conduct of cleaning staff, scheduling and access issues, and any other service related matter.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If you are unhappy with any aspect of your cleaning service, we encourage you to contact us as soon as possible after the service. Provide the date and time of the clean, the address where the service took place, and a brief description of the issue. Where possible, we will aim to resolve the matter immediately or within a short timescale by explaining what happened, arranging a return visit, or agreeing another practical solution.

Making a Formal Complaint

If you feel your concern has not been resolved through informal contact, or if the matter is more serious, you may submit a formal complaint. When making a formal complaint, please set out:

Your full name and the service address.

The date of the cleaning service and, if relevant, any booking reference.

A clear description of the problem and how it has affected you.

Any steps already taken to resolve the issue informally.

Any supporting information that may help, such as dates, times or photographs.

We encourage you to make your complaint as soon as reasonably possible after the issue arises so that we can investigate effectively.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these steps.

Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe, confirming that it is being investigated.

Investigation: A member of our management team will review your complaint, any relevant records such as schedules and checklists, and where necessary speak to the cleaners or supervisors involved. We may contact you if we need further details to understand the situation fully.

Assessment: We will assess whether our service fell below our standards, whether any terms and conditions may apply, and whether any external factors contributed to the issue.

Outcome and response: Once the investigation is complete, we will write to you with our findings, explaining what we have concluded and what actions we propose to take.

Timescales for Response

We aim to resolve most complaints within a reasonable period from the date we receive all necessary information. More complex matters may take longer. If an investigation is likely to exceed our usual timescale, we will keep you informed and provide an updated estimate of when you can expect a full response.

Possible Outcomes and Remedies

If we find that your complaint is justified, we will consider a range of possible remedies depending on the nature and impact of the issue. These may include:

Providing a re clean of the affected areas where appropriate.

Adjusting future services to better meet your requirements.

Offering another practical solution aimed at putting things right.

In cases where we do not uphold the complaint, we will explain clearly the reasons for our decision and provide any supporting information relied upon in reaching that conclusion.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for a further review. Your request should explain why you believe the decision was incorrect or incomplete and highlight any information you feel was not properly considered. A more senior manager will then review the handling of your complaint and the decision reached, and will provide a final response setting out their findings and any further actions, if appropriate.

Complaints Involving Health, Safety or Conduct

Where a complaint involves alleged misconduct, health and safety concerns, or potential damage to property, we may take additional steps such as site visits, review of risk assessments and, where appropriate, suspension of personnel pending the outcome of the investigation. We will treat such matters with particular care and sensitivity, while also considering the rights and privacy of all parties involved.

Recording and Using Complaint Information

We keep a record of formal complaints, including their nature, how they were resolved, and any follow up actions taken. This information is used to monitor performance, identify trends, and improve our cleaning services and staff training. Personal information will be handled in accordance with our data protection obligations.

Your Responsibilities as a Customer

To help us deal with your complaint fairly and efficiently, we ask that you provide accurate information, respond to our requests for clarification, and treat our staff with respect. We reserve the right to withdraw services where behaviour towards our staff is abusive, threatening or otherwise unacceptable.

Review of This Complaints Procedure

Hammersmith Cleaners reviews this Complaints Procedure periodically to ensure it remains clear, effective and appropriate for the range of cleaning services we provide. Updates may be made to reflect changes in our operations, customer feedback or applicable regulations. The version published on our website will always be the most current.

We value your feedback and are committed to resolving any concerns fairly and constructively, helping us maintain and improve the quality of our cleaning services.