Brentford Cleaners Complaints Procedure

Brentford Cleaners is committed to providing reliable, high-quality cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will respond. Our aim is to resolve issues promptly, fairly and professionally, while using your feedback to improve the way we work.

Purpose of this Complaints Procedure

The purpose of this procedure is to make it clear how you can tell us about a problem, what information we need from you, what you can expect from us at each stage, and the timeframes we aim to meet. This procedure covers all cleaning services provided by Brentford Cleaners, including regular domestic cleaning, end of tenancy cleans, deep cleans, office cleaning and one-off bookings.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of cleaning, conduct of staff, communication, scheduling or billing that you would like us to review and resolve. Examples may include missed or incomplete cleaning tasks, damage to property, cleaners arriving very late or not attending, concerns about behaviour or professionalism, and queries about charges that you believe are incorrect.

Feedback that does not require investigation, such as general suggestions or positive comments, is not treated as a complaint, but we still welcome it as it helps us improve our services to local customers.

How to Make a Complaint

You can raise a complaint through any of the usual contact methods you use with Brentford Cleaners. When making a complaint, please provide as much detail as possible so that we can investigate thoroughly. Helpful information includes your full name, service address, date and approximate time of the clean, type of cleaning service booked, a clear description of the issue, and any photographs or notes that support what you are reporting.

You should raise your complaint as soon as possible after the issue occurs. For service quality concerns, we recommend contacting us within 24 to 48 hours of the clean so that we have the best opportunity to review and put things right.

Stage One: Initial Review and Response

Once we receive your complaint, we will log the details and carry out an initial review. We aim to acknowledge your complaint within a reasonable period of time. During this first stage we may contact you to request further information, clarify the details you have given or discuss your expectations for resolution.

Where possible, we will try to resolve straightforward issues immediately, for example by arranging a re-clean of affected areas, correcting a scheduling error or clarifying an invoice. If the issue is more complex or requires a fuller investigation, we will move to the next stage.

Stage Two: Investigation

For complaints that cannot be resolved at the initial stage, a member of the management team will carry out a more detailed investigation. This may include reviewing booking records and job notes, speaking with the cleaner or cleaning team involved, considering photographs or other evidence provided, and assessing whether our policies and procedures were followed.

During the investigation stage we may contact you to ask additional questions or to update you on progress. We aim to complete investigations within a reasonable timescale, although this may vary depending on the complexity of the complaint and the availability of relevant information.

Stage Three: Outcome and Resolution

Once the investigation is complete, we will explain our findings to you and let you know the outcome. Where your complaint is upheld in full or in part, we will set out the steps we will take to resolve the matter. Possible resolutions may include a re-clean of specific areas, a revised cleaning plan, staff retraining or supervision, adjustments to an invoice where appropriate, or another remedy that we consider fair in the circumstances.

If we do not uphold your complaint, we will provide a clear explanation of how we reached that decision. In all cases, our focus is on being transparent, reasonable and respectful.

Escalating Your Complaint

If you are dissatisfied with the outcome of Stage Three, you can ask for your complaint to be reviewed at a higher level within Brentford Cleaners. When requesting an escalation, please explain why you are unhappy with the decision already given and what further outcome you are seeking.

The escalation review will consider whether the original investigation was thorough and fair, whether relevant information was taken into account correctly, and whether the resolution offered was reasonable. Following this review, we will give you a final response.

Our Commitments When Handling Complaints

When dealing with any complaint, Brentford Cleaners will treat you with courtesy and respect, keep your information secure and confidential in line with our privacy practices, focus on facts and evidence rather than assumptions, aim to resolve matters as quickly as practical, and use what we learn to improve our cleaning services and staff training.

We will never reduce the quality or reliability of your service because you have raised a complaint. We see complaints as an opportunity to put things right and strengthen trust with our customers.

Your Responsibilities as a Customer

To help us handle your complaint effectively, we ask that you provide accurate and complete information about what has happened, raise concerns in a timely manner, communicate with our team in a respectful way, allow reasonable time for us to investigate, and consider suggested resolutions fairly and constructively.

Working together in this way allows us to resolve issues quickly and maintain a high standard of cleaning for homes and workplaces in our service area.

Review of This Procedure

Brentford Cleaners keeps this complaints procedure under regular review to ensure it remains clear, effective and suitable for the range of domestic and commercial cleaning services we provide. Any updates will apply to new and ongoing complaints from the date the procedure is revised.

If you have feedback on how this procedure could be improved, you are welcome to share your suggestions so that we can continue to enhance our customer care processes.