Complaints Procedure
Stockwell Cleaners Complaints Procedure
Stockwell Cleaners is committed to providing reliable, consistent and professional cleaning services for homes and businesses. We recognise that, on occasion, our service may not meet expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Purpose of this Complaints Procedure
The aim of this procedure is to give all customers a clear and straightforward way to: tell us when something has gone wrong, have their concerns investigated fairly and promptly, and receive a suitable response and, where appropriate, a remedy. We use all feedback, including complaints, to review and improve our cleaning services and customer care.
What Is a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or how we have handled a previous issue, where you would like a response or resolution. This includes domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleans, and any related service carried out by Stockwell Cleaners.
We encourage you to raise any concerns as soon as possible, ideally close to the time of the service, so that we can put things right quickly and accurately.
How to Make a Complaint
You can make a complaint in the way that is most convenient for you. We accept complaints made in writing or verbally. You may contact us through our office during normal business hours or speak directly with a supervisor or manager where this is appropriate.
When making a complaint, please provide as much detail as you can, including: your full name, the address where the cleaning took place, the date and approximate time of the service, the type of service booked, a clear description of what went wrong, and what you would like us to do to resolve the matter. Providing photos or other evidence, where relevant, can help us to investigate more efficiently, but this is not essential.
Time Limits for Complaints
We ask that complaints are raised within 48 hours of the cleaning service whenever possible. This helps us to review the property condition, speak with the cleaning operatives while events are fresh in mind, and take prompt corrective action. Complaints made after a longer period will still be considered, but our ability to verify details and offer full remedies may be reduced.
How We Handle Your Complaint
Once we receive your complaint, we follow a structured process designed to be fair, transparent and timely.
1. Acknowledgement
We aim to acknowledge your complaint as soon as reasonably possible. At the point of acknowledgement, we will confirm that we have received your complaint, clarify any missing details if needed, and explain the next steps and expected time frames.
2. Investigation
A manager or designated member of our team will review your complaint. This may include: checking booking details and job notes, speaking with the cleaning operatives involved, reviewing any photos or evidence supplied, and, where appropriate, requesting further information from you. Our goal is to understand clearly what happened and why.
3. Response and Resolution
Once the investigation is complete, we will provide a clear response. This will normally include: a summary of the issue raised, the findings of our investigation, any factors that may have contributed to the problem, and our proposed resolution. Depending on the circumstances, possible outcomes may include: a sincere apology, a return visit to re-clean specific areas, practical advice on how future visits will be improved, or other remedies that we consider fair and reasonable in the situation.
Time Frames for Resolution
We aim to resolve straightforward complaints within a reasonable time frame. More complex complaints that require detailed investigation, additional evidence, or discussion with third parties may take longer. If this happens, we will keep you informed of our progress and let you know when you can expect a final response.
Escalating Your Complaint
If you are not satisfied with the response you receive at first, you may ask for your complaint to be reviewed by a senior member of our team. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. The senior reviewer will look again at the information already collected, may ask additional questions, and will provide a further and final response on behalf of Stockwell Cleaners.
Our Commitment to Fairness and Respect
All complaints are handled confidentially and with respect. We do not tolerate abusive, threatening or discriminatory behaviour towards our staff and may limit communication where conduct becomes unreasonable, while still aiming to resolve the underlying issue wherever possible.
We investigate every complaint impartially, regardless of the nature of the concern or the value of the booking. Our focus is on understanding what happened and how we can put things right within the terms of our service.
Using Complaints to Improve Our Services
Complaints provide valuable insight into how our cleaning services are experienced by customers. Stockwell Cleaners regularly reviews complaint trends to identify areas where additional training, updated procedures, or better communication may be needed. Learnings from complaints may lead to improvements in staff supervision, equipment, cleaning products, quality checks, and booking processes.
Data Protection and Confidentiality
Information you provide during the complaints process will be handled in line with our data protection responsibilities. Details of your complaint will only be shared with staff who need the information to investigate and resolve your concern or to improve our service delivery. We keep complaint records for an appropriate period to monitor performance and maintain accurate service histories.
Ending the Complaints Process
The complaints process will normally conclude once a final response has been provided and any agreed remedy has been carried out. We understand that you may not always agree with our findings or the outcome. However, once the escalation stage has been completed, Stockwell Cleaners will consider the matter closed unless new and relevant information becomes available that could significantly change the understanding of events.
Stockwell Cleaners values your feedback and the opportunity to address any concerns. This complaints procedure is designed to ensure that all customers, whether booking a one-off clean or regular cleaning services, know how to raise issues and what to expect from us in response.
