Complaints Procedure for Swiss Cottage Cleaners
Swiss Cottage Cleaners is committed to delivering reliable, high-quality cleaning services to homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.
Our commitment to resolving complaints
We aim to resolve all complaints fairly, promptly and transparently. Every expression of dissatisfaction about our cleaning services, whether domestic, commercial, regular or one-off, will be treated seriously and used as an opportunity to improve our standards and customer care.
We will always strive to:
Listen carefully to your concerns, understand what went wrong from your perspective, investigate the issue objectively, keep you informed throughout the process and offer a reasonable and practical resolution wherever possible.
What we consider a complaint
A complaint is any expression of dissatisfaction with our services, staff conduct, communication, appointments, quality of cleaning, or the handling of your account, where you are seeking a response or resolution. This can include issues such as missed areas during cleaning, late arrival or non-attendance of cleaners, damage or alleged damage to property, unsatisfactory customer service, billing or scheduling errors, and health and safety concerns relating to our work.
You do not need to use any special language to make a complaint. If you tell us that you are unhappy with any aspect of our cleaning services and would like it to be looked into, we will treat it as a complaint.
How to make a complaint
You can raise a complaint using your usual method of communication with us, such as through the contact options provided when you booked your cleaning service or those set out in your service documentation or agreement. To help us investigate and resolve the matter efficiently, please provide the following information where possible: your full name, the service address, the date of the clean or appointment, a clear description of what went wrong, any relevant photographs or evidence relating to the issue and how you would like us to put things right.
If your complaint relates to an ongoing or regular cleaning schedule, please let us know as soon as you notice a problem so that we can take prompt action and minimise any disruption to your home or business.
Stages of our complaints process
Our complaints procedure has three main stages: initial response, investigation and proposed resolution, and review if required. We aim to deal with all complaints as swiftly as possible while ensuring that they are handled thoroughly and fairly.
Stage 1: Initial response
Once we receive your complaint, we will record it in our internal system and allocate it to an appropriate member of our management or customer care team. We will acknowledge your complaint within a reasonable timeframe and may contact you for any further details we need to understand the issue clearly.
In some straightforward cases, particularly where the complaint can be resolved quickly, we may be able to offer a solution at this initial stage. If you are satisfied with the outcome, the complaint will be closed and logged for monitoring and training purposes.
Stage 2: Investigation and proposed resolution
If your complaint requires a more detailed review, we will carry out a full investigation. This may include discussing the matter with the cleaners or supervisors who attended the property, reviewing schedules and job notes, inspecting photographs or other evidence you have provided, and, where appropriate, arranging a visit to assess the situation on site.
Once the investigation is complete, we will share our findings with you and propose a resolution. Depending on the circumstances, this may include putting right any missed or substandard cleaning, adjusting a future booking or schedule, offering guidance or retraining to staff members, or, where appropriate, providing a partial or full refund or other suitable remedy.
Our aim is always to reach a fair outcome that reflects the facts of the case and maintains a positive, professional relationship with you as our customer.
Stage 3: Review of the complaint
If you are not satisfied with the outcome at Stage 2, you may ask for the complaint to be reviewed. A more senior manager or an alternative member of our team who has not previously been involved will reconsider the complaint, the investigation and the proposed resolution. They may contact you for further information or clarification where necessary.
Following this review, we will provide you with our final position on the matter. We will explain the reasons for our decision and confirm any further action we will take. Once the review is complete, the complaint will normally be regarded as closed.
Timeframes and communication
We strive to respond to all complaints as quickly as reasonably possible, taking into account the nature and complexity of the issue. While some matters can be resolved within a short period, others may require more detailed investigation. If we need additional time, we will keep you updated on our progress and let you know when you can expect a further response.
Throughout the process, we will communicate with you in a clear and respectful manner, using straightforward language. We want you to feel heard and informed at every stage of your complaint.
Fair treatment and confidentiality
All complaints are handled in line with our values of fairness and professionalism. Raising a concern will not affect the way you are treated as a customer or the quality of service you receive in the future. We do not tolerate retaliation or negative treatment of any customer who makes a complaint in good faith.
We will handle your personal information and the details of your complaint confidentially and in accordance with our data protection responsibilities. Information will only be shared internally with those who need it to investigate and resolve the issue or to improve our services and training.
Using complaints to improve our services
Complaints are an important source of feedback about our domestic and commercial cleaning operations. We regularly review the issues raised to identify patterns, training needs, or process changes that will help prevent similar problems in future. This may include updating staff guidance, refining our quality control checks, or improving communication before and after visits.
By following this Complaints Procedure, we aim to deal with individual concerns effectively while also strengthening the overall reliability, safety and quality of the cleaning services we provide.
