Complaints Procedure for Uxbridge Cleaner Clients

Uxbridge Cleaner is committed to providing reliable, high-quality cleaning services to homes and businesses in our local service area. We recognise that, on occasion, clients may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to put things right.

Our Commitment to Resolving Complaints

We treat every complaint seriously and see feedback as an opportunity to improve our cleaning standards, staff training, and customer care. Our aims when handling a complaint are to:

Listen carefully and understand your concerns in full.

Respond promptly, clearly, and politely.

Investigate the matter fairly and objectively.

Offer a suitable resolution where a mistake has been made.

Use what we learn to improve our services across our operating area.

What This Procedure Covers

This Complaints Procedure applies to all domestic and commercial cleaning services provided by Uxbridge Cleaner, including regular cleaning, one-off deep cleans, end of tenancy cleaning, office cleaning, and specialist cleaning services. It covers issues such as:

Quality or standard of cleaning work.

Missed or incomplete tasks.

Conduct or attitude of cleaning staff.

Damage to property or possessions.

Scheduling, punctuality, and access arrangements.

Billing, charges, or clarity of quotations.

How to Make a Complaint

We encourage you, wherever possible, to raise any concern as soon as you become aware of a problem. Early contact often makes it easier to resolve the matter quickly and to your satisfaction. You can make a complaint in the following ways:

Speak to us: You may raise your concern verbally with our office team or your usual point of contact, explaining what happened and when.

Write to us: You may submit a written complaint, setting out the details of your concern, the date and time of the service, and the name of any staff member involved if known.

When making a complaint, please provide as much relevant information as possible, including your name, service address, dates and times of the clean, and a clear description of the issue. Photographs or other evidence can be helpful where appropriate, for example in relation to damage or missed areas.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that complaints about cleaning quality are raised within 48 hours of the service taking place wherever reasonably possible. For other types of issues, such as billing or conduct, please contact us as soon as you are aware of the problem. We may still consider complaints made later, but timely notification gives us the best opportunity to review the situation accurately.

How We Will Respond

Once we receive your complaint, we will follow a clear and structured process:

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where you have contacted us in writing, we will acknowledge in writing.

Initial review: We will review the information you have provided, check our schedules, notes, and any relevant records, and if necessary speak to the cleaners involved.

Request for more information: If we need more details to properly investigate, we may contact you to clarify points or request further evidence.

Outcome and proposed resolution: We will inform you of our findings and, where a complaint is upheld, explain the steps we propose to put things right.

Typical Timescales

We aim to acknowledge all complaints promptly. Our goal is to provide a full response within ten working days of receiving all necessary information. More complex issues, such as those involving alleged damage or multiple visits, may take longer. In such cases, we will keep you informed of our progress and expected timescale.

Possible Resolutions

Where we find that our service has fallen below our usual standards, we will consider appropriate remedies. Depending on the circumstances, these may include:

Re-cleaning specific areas at no additional cost.

Providing a partial or full credit against a future clean.

Adjusting or refunding part of an invoice where justified.

Offering an alternative cleaner or team if suitable.

Reviewing and reinforcing training or procedures with our staff.

In cases of alleged damage, we will review the facts carefully and follow our internal policies and any insurance requirements that apply.

Escalating a Complaint

If you are not satisfied with the way your complaint has been handled, or with the outcome proposed, you may ask for the matter to be escalated for a further review. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking. A more senior member of our management team will then re-examine your complaint, the investigation carried out, and the decision reached. They may contact you for further discussion before confirming a final response.

Fair Treatment of Staff and Clients

We expect our team to treat all clients with respect and courtesy at all times, and we expect the same in return. We understand that concerns can be upsetting, and we aim to resolve them calmly and constructively. We reserve the right to end a call or written exchange where language is abusive, threatening, or discriminatory, while still recording and considering the substance of the complaint where possible.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate or respond to the issue, or where we are required to share it by law or for insurance purposes. We handle all personal data in line with applicable data protection requirements, and we retain complaint records for an appropriate period for monitoring, audit, and improvement.

Using Feedback to Improve Our Services

Your comments and complaints help us to maintain consistent cleaning standards across our service area and to identify where improvements are needed. We review complaint trends to refine our training, update checklists, and improve communication with clients, so that the same issues are less likely to arise in future.

Contacting Us About a Complaint

If you wish to raise a new complaint or follow up on an existing one, please contact our office using your usual communication channel. Let us know that you are making a complaint so that we can log it correctly and ensure it is handled under this Complaints Procedure.