Complaints Procedure

Balham Cleaner Complaints Procedure

Balham Cleaner is committed to delivering reliable, high quality cleaning services for homes and businesses. We understand that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise any concerns about our services, how we handle complaints, and what you can expect from us at each stage.

Our commitment to you

We aim to resolve all complaints fairly, consistently and as quickly as possible. Every complaint is an opportunity for us to put things right and improve our services. We will handle your complaint respectfully, protect your privacy and keep you updated throughout the process.

We welcome feedback about any aspect of our cleaning services, including punctuality, conduct of cleaners, quality of cleaning, communication, billing, and health and safety concerns.

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way we have handled a previous concern, where you are expecting a response or resolution. This may include issues such as missed appointments, unsatisfactory cleaning standards, damage to property, or confusion about prices and charges.

If you are simply looking to clarify something or request a change to your booking, our customer service team can usually help immediately. If you tell us you wish to make a formal complaint, we will follow this Complaints Procedure.

How to make a complaint

You can make a complaint in writing or verbally. To help us investigate your concerns efficiently, please provide as much detail as you can, including:

The date and approximate time of the service or incident, the address where the cleaning took place, a clear description of what went wrong and how it has affected you, the names of any staff involved, if known, and any steps you have already taken to resolve the issue informally.

Where possible, please raise the complaint as soon as you become aware of the issue. Concerns about the quality of cleaning should usually be raised within a reasonable period after the service so that we can investigate properly and, where appropriate, offer a re-clean or other solution.

Initial review and acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a member of our management team. We will acknowledge your complaint within a reasonable timeframe, normally within a few working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps.

If we need more information to understand the issue, we may contact you to request further details, such as photographs, cleaning checklists, or any correspondence you have already had with our team.

Investigation process

An impartial member of our management team will review your complaint. The investigation may include discussing the matter with the cleaner or team involved, reviewing schedules, job notes and any relevant documentation, and, where appropriate, arranging a visit to the property to inspect the areas of concern.

Throughout the investigation, we aim to keep an open and fair approach. We will consider both your account and the information provided by our staff. Our focus is on understanding what happened and deciding how best to resolve the issue.

Response and outcome

After completing our investigation, we will provide you with a clear response. This will usually include a summary of your complaint, an explanation of what we have found, any actions we have already taken or plan to take, and any remedies we can offer where your complaint is upheld.

Remedies may include an apology, a complimentary or discounted re-clean, a partial or full refund where appropriate, or changes to our procedures and staff training. The remedy offered will depend on the nature of the complaint, the impact on you, and the findings of our investigation.

Timeframes

We aim to resolve most complaints within a reasonable timeframe, often within ten working days of acknowledging your complaint. Complex complaints may take longer, for example if we need to carry out a detailed property inspection or speak to multiple staff members. If more time is required, we will let you know and provide an updated timescale.

Escalating your complaint

If you are not satisfied with the outcome of your complaint or the way it has been handled, you may request that your complaint is reviewed at a higher level within our company. A senior manager who has not previously been involved will carry out this review.

The senior manager will look again at all the information available, including any new details you wish to provide, and will decide whether the original outcome should be upheld, changed, or supplemented with additional actions. We will then write to you with our final position.

Confidentiality and data protection

We treat all complaints with confidentiality. Information about your complaint will only be shared with staff who need it in order to investigate and respond. Any personal information collected as part of the complaints process will be handled in line with our data protection obligations and will only be used for managing your complaint and improving our services.

Using complaints to improve our services

We regularly review complaints to identify patterns, trends and recurring issues. This helps us to improve training, supervision, cleaning checklists, and communication with customers. By raising a complaint, you help us enhance the reliability and quality of our cleaning services for all customers.

Reasonable behaviour and mutual respect

We are committed to treating all customers fairly, respectfully and professionally. In return, we expect our staff to be treated with respect at all times. We understand that cleaning issues can be frustrating, and we will always listen carefully and respond constructively. However, we may limit or end communication where behaviour becomes abusive, threatening, or unreasonably persistent.

Review of this complaints procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and in line with best practice for cleaning service providers. Any significant changes will apply to future complaints and will not affect your statutory rights.

If you have any questions about this Complaints Procedure, please contact our customer service team using your usual communication method with Balham Cleaner.