Complaints Procedure for Twickenham Cleaners
Twickenham Cleaners is committed to delivering reliable 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 concerns, how we handle them, and the steps we take to resolve issues fairly and efficiently.
Our Commitment to Customers
We aim to provide a service that meets high standards of quality, reliability, and customer care. When a complaint is raised, we will:
Listen carefully to your concerns, treat you with respect, and handle your complaint confidentially. Record all relevant details accurately so that we can fully understand the issue. Investigate what happened in a fair and timely manner. Offer a clear explanation and, where appropriate, a practical solution or remedy. Use your feedback to improve our cleaning services and internal processes.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, or service delivery, where you would like a response or resolution. Examples include:
Concerns about the quality of cleaning carried out at your property. Missed or late appointments without reasonable notice. Damage allegedly caused during cleaning. Issues with staff behaviour, professionalism, or communication. Problems with scheduling, access, or how your booking was managed. Disputes about charges that relate to the service provided.
We welcome all feedback, whether positive or negative, as it helps us maintain high standards across our service area.
How to Make a Complaint
You can make a complaint in writing or by speaking with a member of our team. When raising a complaint, please provide:
Your full name and the address where the cleaning took place. The date and time of the service and, if known, the name of the cleaner or team. A clear description of what went wrong and how it affected you. Any relevant evidence, such as photographs or a list of missed tasks. Your preferred outcome, for example a re-clean, explanation, or review of charges.
Submitting clear and detailed information helps us investigate your complaint more effectively and respond as quickly as possible.
Time Limits for Making a Complaint
To allow us to investigate fully and fairly, we ask that you raise any complaint about a cleaning visit as soon as possible, and ideally within 48 hours of the service. For issues that become apparent later, please contact us promptly after you notice the problem so we can take appropriate action.
How We Handle Your Complaint
Once we receive your complaint, we follow a structured process:
First, we will acknowledge your complaint and confirm that we are looking into it. We may ask for additional details or clarification where necessary. Next, we will review all available information, which may include speaking to the cleaning team, examining job notes, and reviewing any photographs or evidence you have provided. We will then decide what went wrong, if anything, and what steps are needed to put matters right.
Throughout this process, we aim to be fair, objective, and transparent. We will consider both your account and the information available from our staff and records.
Response Times
We aim to acknowledge complaints promptly. A full response, including our findings and any proposed resolution, will usually be provided within a reasonable time frame, depending on the complexity of the issue. If the matter is more complex and additional time is required, we will let you know and provide an updated timescale.
Possible Outcomes and Resolutions
Where a complaint is upheld, we will look for a fair and proportionate remedy. Depending on the circumstances, this may include:
Offering a re-clean of specific areas or the entire property, where appropriate. Adjusting or reviewing charges related to the affected service. Providing a written explanation and, if necessary, an apology. Taking internal action, such as additional staff training or procedural changes, to prevent similar issues in the future.
If we do not uphold a complaint, we will explain our reasons clearly and provide the information we relied on when reaching our decision.
Escalating Your Complaint
If you are not satisfied with the initial outcome, you may request that your complaint is reviewed at a higher level within the company. When escalating a complaint, please explain why you are unhappy with the previous response and what outcome you are seeking. A senior member of our team will reassess the matter, review the investigation, and issue a final response.
Respectful Behaviour and Fair Use
We are committed to treating all customers politely and with respect, and we ask that you do the same when communicating with our staff. Abusive, threatening, or discriminatory behaviour will not be tolerated and may result in us limiting communication or, in serious cases, ceasing to provide services.
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. We handle all personal data in line with our data protection obligations and only retain complaint records for as long as necessary for legal and operational purposes.
Continuous Improvement
Twickenham Cleaners views complaints and customer feedback as an important source of learning. We regularly review complaint trends and outcomes to identify where our cleaning services, staff training, or internal procedures can be improved. This helps us maintain consistent quality for customers across our service area and supports our aim of delivering a dependable and professional cleaning experience.
