Complaints Procedure for Hammersmith Cleaners

Hammersmith Cleaners is committed to providing reliable and professional cleaning services. We value feedback from our customers and take any concerns or complaints very seriously. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.

1. Our Commitment to Resolving Complaints

We aim to resolve all complaints fairly, quickly, and transparently. Complaints help us identify where our cleaning services or customer care can be improved. We listen to every concern and work to put things right wherever possible, whether the issue relates to domestic cleaning, commercial cleaning, end of tenancy cleans, or any other service we provide.

We aim to:

Respond to all complaints within a reasonable timeframe.
Investigate each matter thoroughly and impartially.
Communicate clearly throughout the process.
Use feedback to improve our services and staff training.

2. Informal Resolution in the First Instance

If you are unhappy with any aspect of our cleaning service, we encourage you to raise the issue informally in the first instance. Many concerns can be resolved quickly without needing to use the full complaints procedure.

You can speak directly with the cleaner on site, the team leader, or the office contact who manages your booking. Please explain clearly what went wrong, when it happened, and how you would like us to put it right. Wherever possible, we will try to resolve the matter immediately or within a short period of time following your feedback.

3. Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer to make a formal complaint from the outset, you can do so in writing. Written complaints help us keep a clear record of what happened and what action is required.

When making a formal complaint, please include:

Your full name and, if relevant, the name of the business or household.
The date and time of the cleaning service or incident.
The address where the service took place.
A detailed description of your concerns.
Any photographs or evidence that may support your complaint.
Details of any previous informal discussions about the same issue.

We recommend raising your complaint as soon as possible after the service so we can investigate while the details are still fresh.

4. Acknowledging 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, provide a reference or internal note for tracking, and outline the next steps and anticipated timescales for our investigation.

5. How We Investigate Complaints

All complaints are handled by a member of our management or customer care team who is responsible for overseeing the investigation and ensuring that it is conducted fairly and thoroughly.

The investigation may include:

Reviewing the original booking details and service notes.
Speaking with the cleaner or cleaning team involved.
Reviewing any photographs, evidence, or communications you have provided.
Arranging a follow-up visit, where necessary, to inspect the area or work carried out.

We aim to complete our investigation within a reasonable period, depending on the complexity of the complaint and the availability of relevant information.

6. Our Response and Possible Outcomes

Once we have completed our investigation, we will contact you to explain our findings and proposed outcome. We will aim to communicate this clearly and in a way that is easy to understand.

Depending on the nature of the complaint and our findings, possible outcomes may include:

A full or partial re-clean of the affected area.
An apology and explanation of what went wrong.
Changes to our internal processes, training, or supervision.
A gesture of goodwill or other appropriate remedy.

Where we do not uphold a complaint, we will explain the reasons for our decision.

7. Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed by a more senior member of our team. When asking for an escalation, please explain why you are unhappy with the initial decision and what outcome you are seeking.

The senior reviewer will reconsider the information already provided and may request additional details where necessary. Following this review, we will provide a final response outlining our position and any further steps we can offer.

8. Time Limits and Historical Complaints

To ensure we can investigate effectively, we encourage customers to raise complaints promptly, ideally within a reasonable time of the service being carried out. While we will always try to assist, it may be more difficult to investigate and resolve concerns that are raised many weeks or months after the event, especially where access, evidence, or staff availability is limited.

9. Customer Responsibilities

We ask that all customers raising a complaint do so respectfully and provide accurate information. Clear details help us to understand the issue and reach a fair outcome. We do not tolerate abusive, discriminatory, or threatening behaviour towards our staff, whether cleaners, supervisors, or office personnel. In serious cases, we reserve the right to terminate services or restrict communication channels.

10. Using Feedback to Improve Our Services

Complaints and feedback play a vital role in helping Hammersmith Cleaners maintain consistent standards across our cleaning services. We monitor the nature and frequency of complaints and use this information to refine our training, update our checklists, and improve communication with customers.

By following this complaints procedure, we aim to handle every concern professionally and efficiently, while learning from any issues so that we can continue to deliver reliable, high quality cleaning for households and businesses in our service areas.

11. Review of This Complaints Procedure

We review this complaints procedure regularly to ensure that it remains clear, effective, and aligned with our commitment to customer care and service quality. Updates may be made from time to time, and any changes will apply to all new and ongoing complaints from the date of publication.

If you have any questions about this complaints procedure or how it applies to your situation, you can contact our office team for further clarification.