London House Cleaning Complaints Procedure
London House Cleaning is committed to providing reliable and professional cleaning services for homes and businesses. We take all feedback seriously and welcome complaints as an opportunity to improve our standards and customer experience. This complaints procedure sets out how you can raise a concern about our services and how we will respond.
Scope of this Complaints Procedure
This procedure applies to any complaint relating to cleaning services provided by London House Cleaning, including domestic cleaning, end of tenancy cleaning, deep cleaning, office cleaning and other related services. It covers issues such as service quality, conduct of cleaning staff, scheduling problems, or any aspect of the service that you feel has not met your expectations.
The procedure is designed to be clear, fair and easy to use. We aim to resolve most complaints quickly and informally, but a structured process is available where a more formal review is needed.
What We Class As a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, where you believe that:
You did not receive the level of service you reasonably expected from London House Cleaning.
There was a failure to follow agreed instructions or service specifications.
Our staff behaved in a way you consider unprofessional or inappropriate.
There was damage, loss, or a significant inconvenience linked to our cleaning service.
We will treat all such concerns as a complaint and handle them under this procedure.
How to Raise a Complaint
You can raise a complaint in the way that is most convenient for you, for example by speaking with us, writing to us or using any standard contact method published on our website or correspondence. When submitting a complaint, please provide as much detail as possible, including:
Your full name and the property address where the cleaning was carried out.
The date and approximate time of the service.
A clear description of what went wrong and how you were affected.
Any supporting information such as photographs, check-in reports, or inventory notes where relevant.
What outcome you are seeking, such as a re-clean, correction of a specific issue, or other resolution.
This information helps us investigate thoroughly and respond promptly.
Informal Resolution
In many cases, issues can be resolved quickly and informally. Where possible, we encourage you to raise the matter as soon as you notice a problem, ideally within 24 to 48 hours of the cleaning visit. This allows us to revisit the property, assess the situation and, where appropriate, correct the work.
For cleaning quality concerns, we will usually offer to arrange a re-clean of the affected areas in line with our service terms, provided the complaint is made within a reasonable time and the property remains in similar condition to when the original service was delivered.
Formal Complaints Process
If the issue cannot be resolved informally or you remain dissatisfied, you may request that your complaint is treated as a formal complaint. The formal process involves the following stages.
Stage One Initial Review
Once your formal complaint is received, a member of our team will acknowledge it and start an initial review. During this stage we will:
Review your description of the issue and any supporting evidence.
Check our internal records, including booking details, job reports and staff feedback.
Where necessary, contact the cleaning team or supervisor to obtain further information.
We will then provide you with a clear response, explaining our findings and any steps we propose to take. Where a service shortfall is identified, we may offer a remedy such as a re-clean, partial refund or another practical solution, taking into account the circumstances and our service terms.
Stage Two Escalation and Further Review
If you are not satisfied with the outcome of Stage One, you can ask for the complaint to be escalated for further review. At this stage, a more senior team member or manager will:
Reassess the complaint in full, including all previous correspondence and evidence.
Consider whether our response and remedy were fair and proportionate.
Request any additional information that may assist in reaching a final decision.
Following this review, we will issue a final response outlining our decision, the reasons behind it and any further action we will take.
Timeframes for Handling Complaints
We aim to acknowledge all complaints within a reasonable period and to provide a full response as quickly as possible, normally within a practical timeframe depending on complexity. More complex complaints may require additional time for investigation. If this happens, we will keep you updated on progress and let you know when you can expect a final response.
Your Responsibilities When Making a Complaint
To help us resolve your complaint fairly and efficiently, we ask that you:
Provide accurate, complete and honest information about the issue.
Raise concerns promptly, especially where you are requesting a re-clean.
Allow us reasonable access to the property to inspect or rectify any issues.
Communicate with our staff respectfully and avoid abusive or threatening language.
Where a complaint is found to be unfounded, we may not be able to offer the remedy requested, but we will always explain our reasons clearly.
Outcomes and Remedies
Where we identify that our service has fallen below the standards you were entitled to expect, we will seek to put things right. Depending on the circumstances, remedies may include:
A re-clean of specific areas or the full property.
A partial or, in rare cases, full refund where appropriate.
A goodwill gesture where a service shortfall is identified but a practical remedy is limited.
Feedback and further training for staff to prevent similar issues occurring.
All remedies are assessed on a case by case basis, with reference to the evidence available and our service obligations.
Continuous Improvement
London House Cleaning uses complaints and customer feedback to improve our services. We regularly review complaint outcomes, identify patterns and take steps to address recurring issues. This may involve updating our procedures, improving staff training, adjusting scheduling practices or enhancing quality control checks.
By following this complaints procedure, we aim to ensure that any concerns about our house cleaning and commercial cleaning services are handled fairly, consistently and in a way that maintains your confidence in our company.