Maida Vale Cleaner Complaints Procedure

Maida Vale Cleaner is committed to providing reliable, high-quality cleaning services and professional customer care. We recognise that, on occasion, things may not go as expected. When this happens, we encourage you to let us know so we can put matters right and learn from the experience. This complaints procedure sets out how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction with our cleaning services, our staff, or our communication is handled in a fair, consistent and timely manner. It applies to all customers using our residential or commercial cleaning services within our usual service areas. By following this procedure, both you and our team have a clear and transparent route to resolving problems.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service. This can include, for example, concerns about the standard of cleaning, punctuality or conduct of cleaners, damage to property or possessions, misunderstandings about bookings, payments or service scope, or how we have communicated with you before, during, or after your appointment.

We encourage you to raise any concerns as soon as possible after the issue arises so that we have the best opportunity to investigate fully and resolve the matter quickly.

How to Make a Complaint

You may make a complaint in writing or verbally, whichever is more convenient for you. When you contact us, please provide as much information as you can, including your full name, the property address where the service was carried out, the date and approximate time of the service, a clear description of what went wrong, details of any conversations you have already had with our staff about the issue, and how you would like us to resolve the matter, if you have a preferred outcome.

We recommend putting your complaint in writing so there is a clear record of the details. However, if you prefer to speak to us, we will make our own written record of your complaint and confirm it with you to avoid any misunderstanding.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint within a reasonable period of time. For cleaning quality issues, we usually request that concerns are reported within 48 hours of the service taking place. For other matters, such as billing or communication, complaints should normally be raised as soon as you become aware of the issue. Where there is a delay, we will still consider the complaint, but our ability to investigate and provide certain remedies may be limited.

How We Handle Your Complaint

Upon receiving your complaint, we will record it in our internal complaints log. This allows us to track the progress of your case and identify any recurring issues across our services. We will then assign a member of our management or customer care team to review your complaint and act as your main point of contact.

Acknowledgement

We aim to acknowledge your complaint promptly. In our acknowledgement, we will confirm that we have received your complaint, clarify any points if further information is needed, and provide an indication of the expected timescale for our investigation and response.

Investigation

The person handling your complaint will investigate the issues you have raised. This may involve speaking to the cleaners who attended your property, reviewing booking and job records, examining any relevant photographs or notes, and, if necessary, discussing the matter with you in more detail. Where appropriate, we may ask for additional information or supporting evidence to help clarify events.

Response and Outcome

After we have completed our investigation, we will provide you with a clear written response. This will usually set out a summary of your complaint, the steps we took to investigate, our findings and our decision, and any actions we will take to remedy the situation or prevent a recurrence. Where we uphold your complaint, possible resolutions may include a re-clean of all or part of the property, a partial or full refund where appropriate, corrective action or further training for staff, and improvements to our policies, processes or communication.

Timescales

We aim to resolve complaints as quickly as possible. Many straightforward issues can be resolved within a few working days. More complex matters may require additional time to investigate thoroughly. If we are unable to provide a full response within our initial estimated timescale, we will update you, explain the reason for the delay, and give a revised timeframe for our final response.

If You Are Not Satisfied With the Outcome

If you are unhappy with our initial decision or feel that your concerns have not been fully addressed, you may request that your complaint is reviewed by a senior manager. When asking for a review, please explain why you are dissatisfied with the response and what further outcome you are seeking. The review will consider all the available information and may involve a further discussion with you. We will then provide a final response setting out our position.

Our Commitment to Fairness and Confidentiality

We treat all complaints seriously and handle them with respect and impartiality. Raising a complaint will not affect the standard of any future services you receive from us. We expect our staff and our customers to act courteously and constructively throughout the process.

All information you provide in connection with a complaint will be kept confidential and used only for the purposes of investigating and resolving your concerns, or where we are legally required to share information. We will retain records of complaints in line with our internal policies so that we can monitor performance and make service improvements.

Continuous Improvement

Feedback, including complaints, is a key part of how we maintain and improve the quality of our cleaning services across all the areas we serve. We regularly review complaint trends to identify where additional training, changes to procedures, or adjustments to our service offering may be needed. By telling us when something has gone wrong, you are helping us to provide a better and more reliable service for all our customers.

We appreciate you taking the time to follow this complaints procedure and giving us the opportunity to address any concerns you may have about Maida Vale Cleaner.