Complaints Procedure

Wandsworth Cleaner Complaints Procedure

Wandsworth Cleaner is committed to delivering reliable, high quality cleaning services and clear communication at every stage. We recognise that from time to time, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure covers complaints about any cleaning service provided by Wandsworth Cleaner, including regular domestic cleaning, one-off or end of tenancy cleaning, deep cleaning, and related services delivered within our service area. It applies to all clients, whether you are a regular customer or have booked a one-off visit.

The procedure is intended for issues such as service quality, missed or incomplete work, conduct of cleaning staff, scheduling or access problems, and billing concerns. If you are unsure whether your issue is covered, you can still raise it and we will guide you on the correct next steps.

Our Commitment to Handling Complaints

When you make a complaint, we will treat it seriously, fairly, and confidentially. We aim to resolve most issues quickly and informally, but we also have a structured process for more complex or serious matters. Our key commitments are:

We will acknowledge your complaint promptly.

We will listen carefully to your concerns and gather relevant information.

We will aim to resolve the matter within reasonable and clearly explained timeframes.

We will keep you informed of progress and outcomes.

We will use your feedback to improve our cleaning services and internal procedures.

How to Make a Complaint

You can raise a complaint in writing or verbally. Wherever possible, we encourage you to contact us in writing so that both sides have a clear record of what has been reported. When submitting your complaint, please provide the following information:

Your full name and the address where the cleaning service was provided.

The date and approximate time of the service concerned.

A clear description of the issue, including what went wrong and how it has affected you.

Any supporting information that may help us investigate, such as photographs, lists of missed tasks, or copies of previous communications.

Any steps you would like us to consider in order to resolve the matter, such as a re-clean of specific areas or a review of future service arrangements.

Stage One: Informal Resolution

In the first instance, we will seek to resolve your complaint informally. Once we receive your complaint, a member of our team will review the information and, where helpful, may contact you to clarify details.

For many cleaning issues, an informal solution can be agreed quickly, for example arranging a return visit to complete missed areas, correcting a billing error, or adjusting your service plan to better suit your requirements. We aim to respond to initial complaints as soon as reasonably possible, and will normally attempt informal resolution before escalating the matter further.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally, or if the matter is serious, it will move to a formal investigation. At this stage, a senior member of staff or manager who has not been directly involved in the issue will review your complaint.

The formal investigation may include:

Reviewing your original complaint and any supporting documents.

Discussing the matter with the cleaners or staff members involved.

Reviewing schedules, checklists, and any relevant service records.

Assessing whether our internal procedures were followed correctly.

During this stage, we may contact you for further information or clarification. Once the investigation is complete, we will provide you with a clear written response setting out our findings, any actions we will take, and the reasons for our decisions.

Timeframes for Responses

We aim to acknowledge all complaints promptly. While the exact time required to fully resolve a complaint will depend on its complexity, we will strive to handle the matter within reasonable timeframes and will keep you informed if additional time is needed.

Where a rapid response is possible, for instance for straightforward issues relating to a recent cleaning visit, we will aim to resolve the matter at the earliest opportunity. More complex cases, particularly those involving multiple visits or more detailed investigation, may require additional time.

Possible Outcomes and Remedies

Where a complaint is upheld, we will take appropriate steps to put things right. Depending on the nature of the issue, this may include one or more of the following:

Offering a re-clean of specific areas or tasks that were not completed to the agreed standard.

Reviewing or adjusting future cleaning instructions to prevent recurrence.

Providing staff training or guidance where service standards were not met.

Correcting any genuine billing or scheduling errors.

In all cases, we will explain clearly what we propose to do and agree any practical arrangements with you.

Your Responsibilities

To help us handle your complaint efficiently, we ask that you raise any concerns as soon as reasonably possible after the issue occurs, provide accurate and complete information, and allow our team access to the property where necessary and appropriate to assess and remedy the problem.

We also ask that you treat our staff with courtesy and respect throughout the process. We will not tolerate abusive, threatening, or discriminatory behaviour towards our team.

Continuous Improvement

Wandsworth Cleaner values customer feedback as an important part of maintaining and improving our cleaning services. We review complaints periodically to identify patterns, refine our procedures, and enhance the training we provide to our cleaners and office staff. By sharing your concerns with us, you are helping us to improve our service for all customers in our operating area.

Review of this Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective, and that it reflects best practice for service providers. Any updates will apply to future complaints and will be made available through our standard customer information channels.

If you have any questions about this complaints procedure or how it applies to your situation, you can contact our office team, who will be happy to explain the process in more detail.