Acton Cleaner Complaints Procedure

Acton Cleaner is committed to providing reliable, high quality cleaning services and respectful customer care. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.

Our commitment to you

We aim to resolve complaints quickly, fairly, and consistently. We treat all feedback as an opportunity to improve our domestic and commercial cleaning services. We will always handle your complaint with courtesy and confidentiality and we will do our best to restore your confidence in our service.

What is a complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or our processes, where you would like a response or resolution. You can complain about a single cleaning visit, a regular cleaning schedule, end of tenancy cleaning, one-off deep cleaning, or any other service we provide.

How to make a complaint

You can raise a complaint in writing or verbally. When contacting us, please provide as much detail as possible so that we can investigate thoroughly. It helps if you include:

The date and time of the clean or issue, the location of the property, a description of what went wrong, the names of any staff involved if known, and any steps you have already taken to try to resolve the matter. Clear and specific information allows us to deal with your concerns more quickly and effectively.

Time limits for raising a complaint

To help us investigate properly, we ask that you raise any concerns about the quality of cleaning or conduct of staff as soon as possible and ideally within 7 days of the service. For ongoing contracts, you may raise a complaint at any point during the term of your agreement, but we encourage prompt reporting so we can address issues quickly and avoid repeat problems.

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will record it in our internal system and assign it to an appropriate member of our team. We will aim to acknowledge your complaint within two working days. In this acknowledgement we will confirm that we have received your complaint and explain the next steps in the process.

Stage 2: Investigation of your complaint

We will carry out a fair and objective investigation. Depending on the nature of your complaint, this may include reviewing job records, schedules and checklists, speaking to the cleaners who attended your property, and, where appropriate, discussing the matter with any supervisors or managers responsible for the area or service in question.

We may also contact you during this stage to clarify details or request further information, such as photographs of the areas of concern or confirmation of timings. Our aim is to understand exactly what went wrong and why, so that we can propose a meaningful and practical resolution.

Stage 3: Response and proposed resolution

After completing the investigation, we will provide you with a clear and detailed response. This will normally include a summary of your complaint, the information we considered during our investigation, our findings, and, where appropriate, an apology and explanation of what went wrong.

We will also explain the steps we propose to take to resolve the issue. Depending on the circumstances, this may include measures such as a re-clean of specific areas, adjustments to your cleaning schedule, additional training for staff, changes to our processes, or, where justified, a partial or full credit or other appropriate form of redress in line with our terms and conditions.

Timescales for resolution

We will aim to provide a full response to your complaint within ten working days of receiving it. If, for any reason, we anticipate that our investigation will take longer than this, we will let you know, explain the reasons for the delay, and give you an updated time frame for when you can expect a final response.

If you are not satisfied with the outcome

If you feel that your complaint has not been resolved satisfactorily at the first stage, you may request that it is reviewed by a senior member of our team. In doing so, please explain why you are unhappy with the initial outcome and what additional resolution you are seeking.

The senior review will involve re-examining the details of your complaint, the steps taken during the initial investigation, and the decision reached. We may contact you again for further clarification. Following this review, we will provide a final written response outlining our position and any further actions we will take.

Fair treatment and confidentiality

We will handle all complaints discreetly and in line with our privacy and data handling practices. Information about your complaint will only be shared with those who need it in order to investigate and respond. Making a complaint will not affect your right to use our services in the future, and we will never treat you unfavourably for raising a concern.

Using complaints to improve our services

We regularly review complaints data to identify patterns, recurring issues, or areas where our cleaning services or customer care can be improved. Lessons learned from complaints may lead to updates in our staff training, changes to our cleaning checklists, adjustments to supervision or quality control processes, and improvements in how we communicate with customers before and after each clean.

Feedback and suggestions

Not all feedback needs to be a formal complaint. If you have suggestions about how we can improve our cleaning services, scheduling, or customer support, we welcome your comments. Your input helps us maintain consistent standards and adapt our service to the needs of households and businesses across our service area.

Review of this Complaints Procedure

Acton Cleaner may update this Complaints Procedure from time to time to reflect changes in our services, internal practices, or applicable requirements. The most recent version of this procedure will apply to all complaints raised after the date of publication.