Shepherd's Bush Cleaners Complaints Procedure

Shepherd's Bush Cleaners is committed to providing reliable, high-quality cleaning services to all customers. We recognise that on rare occasions things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our commitment to resolving complaints

When you make a complaint, our aim is to address your concern promptly, fairly and transparently. We will always:

Listen carefully to what went wrong from your point of view, treat you with courtesy and respect at all times, investigate the matter thoroughly and objectively, keep you informed of the progress of your complaint, and use feedback to improve our domestic and commercial cleaning services.

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or our processes where you would like a response or resolution. This may include issues such as the standard of cleaning, missed or late appointments, conduct or behaviour of a cleaner, damage to property or belongings, problems with scheduling or access, and concerns about invoicing or charges.

If you are unsure whether your concern is a complaint, you can still contact us and we will help you direct it to the right person.

How to make a complaint

You can raise a complaint in writing or by speaking to a member of our team. We recommend submitting your complaint in writing where possible, as this helps us record the details accurately and investigate more efficiently.

When making a complaint, please include the following information to help us resolve the matter quickly: your full name, the property address where the cleaning took place, the date and approximate time of the clean, a clear description of what went wrong, any relevant photographs or notes, and how you would like us to put things right, if you have a preferred outcome.

Step 1: Immediate feedback to your cleaner or coordinator

Many concerns can be resolved quickly and informally. If you feel comfortable doing so, please raise the issue as soon as possible with your cleaner while they are on site, or with your regular coordinator if you have one. For example, if an area has been missed, the cleaner may be able to address it there and then, reducing inconvenience to you.

If the concern cannot be resolved informally, or if you do not feel comfortable discussing it directly with the cleaner, please proceed to the next stage.

Step 2: Formal complaint to the office

If your concern has not been resolved informally, you can submit a formal complaint to our office. Once received, we will log your complaint and assign it to a supervisor or manager for investigation.

We aim to acknowledge all formal complaints within two working days. In the acknowledgement, we will confirm that we have received your complaint, provide a reference for the case, and give an estimated timescale for our investigation and response.

Step 3: Investigation and response

A supervisor or manager will review all available information, which may include speaking with the cleaner or team involved, reviewing job notes and schedules, and examining any photographs, messages or other evidence you have provided.

In most cases, we aim to provide a full response within ten working days of acknowledging your complaint. If the matter is complex and we need more time, we will inform you of the delay, explain why it is necessary, and give you a revised timescale.

Our written response will outline what we found during our investigation, confirm whether your complaint has been upheld in full or in part, and explain any corrective action we will take.

Possible outcomes and remedies

Where a complaint is upheld, possible resolutions may include one or more of the following: an explanation or apology, a corrective visit to address missed or unsatisfactory work, adjustments to your service plan or future visits, training or guidance for the staff involved, and, where appropriate, a partial or full adjustment to your invoice in line with our terms and conditions.

Any remedy will be considered on a case-by-case basis, taking into account the specific circumstances of the complaint and the impact on you as the customer.

If you remain dissatisfied

If you are not satisfied with the outcome of your complaint at the investigation stage, you may request a further review. A senior member of our team, who has not been involved in the original investigation, will reassess the information and any new evidence you wish to provide.

The decision made following this further review will normally be our final position on the matter. We will explain our reasoning clearly and outline any remaining options that may be available to you.

Time limits for complaints

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue occurs. For concerns about the standard of cleaning, we recommend contacting us within 24 hours of the service where you reasonably can, as this allows us to see the property in a similar condition and address matters promptly.

Data protection and confidentiality

All complaints are handled in line with our data protection responsibilities. We will keep records of your complaint, our investigation and our response, but we will only share information internally on a need-to-know basis. We will not disclose your details outside the company except where required by law or with your explicit consent.

Using complaints to improve our services

Every complaint is an opportunity for Shepherd's Bush Cleaners to improve. We review complaints regularly to identify patterns, improve staff training, update our procedures, and enhance the reliability and quality of our cleaning services. By telling us when something has gone wrong, you help us raise standards for all customers.

Review of this complaints procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or legal requirements. The version published here will always be the most current.