Belgravia Cleaners Complaints Procedure

Belgravia Cleaners is committed to providing reliable, high quality cleaning services and professional customer care. We recognise that, on occasion, our service may not fully meet expectations. This Complaints Procedure explains how you can raise concerns, how we will respond, and what steps we will take to resolve issues fairly and efficiently.

Purpose and scope of this procedure

This procedure applies to all customers of Belgravia Cleaners using our domestic or commercial cleaning services, including regular cleaning, end of tenancy cleaning, deep cleaning, and specialist cleaning. It is designed to ensure that any dissatisfaction with our services is listened to, recorded, investigated, and resolved wherever possible.

We treat all complaints seriously, whether they relate to the quality of cleaning, conduct of our staff, punctuality, damage, communication, or any other aspect of our service delivery.

How to make a complaint

You can submit a complaint in writing or verbally. When raising a complaint, please provide as much detail as possible so we can investigate thoroughly and respond promptly. It is helpful if you can include:

The date and approximate time of the cleaning service in question

The type of service carried out, such as regular cleaning or end of tenancy cleaning

Details of what went wrong, including specific rooms, areas, or items affected

The names of any staff members involved, if known

Any supporting information, such as photographs or notes about discussions with our team

We encourage customers to raise concerns as soon as reasonably possible after the service so that we can address them while the details remain clear and any issues can be inspected or verified.

Stages of the complaints process

Stage 1: Initial resolution

In the first instance, we ask that you raise your concern with the member of staff you normally communicate with or the staff member present at the property on the day of the clean, where appropriate. Many issues can be resolved quickly at this stage by clarifying your requirements, rectifying missed areas, or arranging a return visit.

If your complaint cannot be resolved immediately, or if you prefer not to discuss it with the cleaner, it will move to the next stage.

Stage 2: Formal complaint

If the issue remains unresolved, or if the matter is more serious, you may submit a formal complaint in writing. Once we receive your formal complaint, we aim to:

Acknowledge receipt of your complaint within three working days

Assign your complaint to an appropriate manager for review and investigation

Keep you informed of progress and any steps being taken

We will gather information from relevant staff members, review any service notes, and, if necessary, arrange to inspect the property or the items in question.

Our goal is to provide a full written response within ten working days of acknowledging your complaint. If the matter is complex and we need more time, we will let you know the reason for the delay and provide an updated timescale.

Stage 3: Further review

If you are not satisfied with our formal response, you may request that your complaint is reviewed by a more senior manager. At this stage, we will re-examine all the information available, consider any additional evidence provided by you, and review whether our original decision and any proposed remedy were fair and appropriate.

Following this review, we will provide a final written response, normally within ten working days of your request for further review.

Our approach to resolving complaints

Belgravia Cleaners aims to handle all complaints in a transparent, professional, and non-confrontational manner. When a complaint is upheld, possible outcomes may include:

Arranging a re-clean of the affected areas

Adjusting future cleaning instructions and checklists

Providing staff training or supervision to prevent recurrence

Reviewing and improving our internal procedures

Any other reasonable and proportionate remedy appropriate to the circumstances

Where a complaint is not upheld, we will explain our reasoning clearly and provide details of any relevant terms and conditions or evidence considered.

Time limits for complaints

We recommend that complaints relating to the quality of cleaning services are submitted within 48 hours of the work being carried out. This time frame helps us to review the property conditions accurately and take effective corrective action where appropriate.

Complaints about other matters, such as invoicing or communication, should be raised as soon as the issue comes to your attention. While we will always seek to assist, delays in raising complaints may affect the range of remedies available.

Confidentiality and data protection

All complaints are treated with confidentiality. Information will only be shared with staff members who need it to investigate and resolve the issue, or where we are required to disclose information by law. Any personal data collected as part of a complaint will be handled in line with our data protection obligations and used only for the purposes of managing and improving our services.

Fair treatment of customers and staff

We are committed to treating all customers with respect and courtesy throughout the complaints process, and we expect the same standard of conduct towards our staff. Abusive, threatening, or discriminatory behaviour will not be tolerated and may result in communication being restricted to written correspondence or, in serious cases, termination of services.

Using complaints to improve our services

Belgravia Cleaners uses feedback and complaints to continually improve service quality. Trends and recurring themes identified through complaints are regularly reviewed by management. This may lead to revisions of cleaning checklists, updates to staff training, changes to supervision and quality control checks, or enhancements to our customer communication processes.

By following this Complaints Procedure, we aim to resolve individual concerns and use what we learn to refine and strengthen the cleaning services we deliver to all our customers.