Shepherds Bush Cleaners Complaints Procedure

Shepherds Bush Cleaners is committed to providing reliable and professional cleaning services for homes and businesses. We recognise that, on occasion, our service may not meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will manage your complaint, and the standards you can expect from us throughout the process.

Purpose and Scope of This Procedure

This procedure applies to all customers who use Shepherds Bush Cleaners for domestic or commercial cleaning. It covers complaints about the quality of cleaning, conduct of cleaners, scheduling and attendance issues, billing and charges, damage to property or items, and health and safety concerns linked to our work. It does not cover disputes unrelated to our services or matters outside our reasonable control, such as access issues caused by third parties.

Our Commitment to You

We aim to handle every complaint promptly, fairly, and consistently. Our key commitments are to treat every complaint seriously, acknowledge and investigate concerns without unnecessary delay, keep you informed at each stage, deal with you courteously and respectfully, and use your feedback to improve our services and staff training.

Informal Resolution

Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of your cleaning service, we encourage you to raise the issue as soon as possible, ideally within 24 to 48 hours of the service being carried out. When you contact us, please provide your full name, the service address, the date and approximate time of the cleaning visit, and a clear description of the issue. Where possible, we will seek to resolve the matter immediately by clarifying expectations, offering guidance to the cleaning team, or arranging a return visit to address missed or unsatisfactory areas.

Making a Formal Complaint

If your concern cannot be resolved informally, or if you prefer to use a more structured process, you may submit a formal complaint. To help us investigate effectively, please include your name and contact details, the service address, relevant booking or reference details, the dates and times of the service, a detailed explanation of what went wrong, and any supporting information such as photographs, invoices, or notes. Providing clear information helps us reach a fair resolution more quickly.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps in the investigation, and provide an estimated timescale for our response. If we require additional information to understand the issue fully, we will let you know at this stage.

How We Investigate Complaints

All complaints are reviewed by a member of our management team. The investigation may include reviewing service records and schedules, speaking to the cleaning team involved, examining photographs or other evidence you have provided, and, where appropriate, arranging an inspection of the premises. We will assess whether our cleaners followed company procedures, whether the service matched the description you were given, and whether any additional factors contributed to the problem, such as access restrictions or unsafe conditions.

Timescales for Resolution

We aim to provide a full response to most complaints within a reasonable period, depending on the complexity of the issues raised. More straightforward matters may be resolved very quickly, while situations involving property damage or multiple visits may require additional time. If we are unable to respond within the initially stated timeframe, we will update you regarding progress and give a revised estimate for when you can expect a final outcome.

Possible Outcomes and Remedies

Following our investigation, we will inform you of our findings and any steps we propose to take. Outcomes may include an explanation or clarification where there has been a misunderstanding, an apology where we have not met our usual standards, a re-clean of specific areas at no additional cost where work has been missed or performed poorly, a partial or full adjustment of charges where appropriate, or, in cases of verified damage attributable to our cleaners, consideration of repair or other suitable remedy in line with our terms and conditions. Any remedy offered will be based on the evidence available and our assessment of what is reasonable in the circumstances.

Escalating a Complaint

If you are not satisfied with the outcome of the initial investigation, you may request that your complaint be escalated for a further review. When asking for escalation, please explain why you disagree with the decision and highlight any information you believe has not been considered. A senior member of our team will then review the original complaint, the investigation carried out, and the response provided. We will then inform you of our final position and the reasons for it.

Customer Responsibilities

To help us resolve complaints effectively, we ask customers to provide accurate and timely information about their concerns, allow reasonable time for us to investigate and respond, cooperate politely with our staff, and protect any evidence relevant to the complaint, such as photographs of alleged damage or notes about missed tasks. We also ask that you raise concerns as soon as possible after the service, as significant delays can make investigation more difficult.

Continuous Improvement

Shepherds Bush Cleaners records and reviews complaints regularly to identify patterns and areas for improvement. Findings from complaint investigations are used to update staff training, refine cleaning checklists, adjust supervision and quality control measures, and improve our booking and communication processes. By following this procedure, we aim not only to resolve individual issues but also to enhance the quality and reliability of our cleaning services for all customers over time.

Confidentiality and Data Protection

All information you provide as part of a complaint will be treated as confidential and used only for the purposes of handling and reviewing your complaint, except where disclosure is required by law. We store and process personal data in line with relevant data protection requirements and our internal policies.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. Updates may be made to reflect changes in legislation, industry standards, or our internal practices. The latest version of this procedure will always apply to new complaints raised with Shepherds Bush Cleaners.