Complaints Procedure

Cleaner Waterloo Complaints Procedure

Cleaner Waterloo is committed to delivering reliable, high quality cleaning services. We recognise that, on occasion, things may go wrong and customers may wish to raise a concern or complaint. This Complaints Procedure explains how to tell us about any issue, how we will handle your complaint, and what you can expect from us at each stage.

Purpose and Scope

This procedure applies to all customers who use Cleaner Waterloo for domestic or commercial cleaning services. It covers complaints about our work, conduct of cleaners, service reliability, missed or late appointments, and the accuracy or clarity of our charges. We aim to resolve complaints promptly, fairly and in a way that helps us improve our services.

This procedure does not cover emergencies, accidents or urgent safety matters which may need to be reported immediately to the relevant authorities. However, you may still raise a complaint with us about how a situation was handled once any urgent risk has been addressed.

Our Complaints Principles

When handling complaints, Cleaner Waterloo follows these core principles:

We make it easy for you to tell us if you are unhappy with any aspect of our cleaning service.

We treat every complaint seriously and with respect.

We aim to resolve matters quickly, ideally at the first point of contact.

We investigate complaints impartially and listen to all sides.

We keep you informed about what is happening and when you can expect an update.

We use complaint outcomes to review and improve our systems, training and service quality.

How to Make a Complaint

You can raise a complaint about Cleaner Waterloo in the way that is most convenient for you. You may contact us in writing or by speaking directly with our team. When you make a complaint, please provide:

Your full name and, if relevant, your organisation or business name.

The service address where the cleaning took place.

The date and approximate time of the cleaning appointment or incident.

A clear description of what went wrong or why you are dissatisfied.

Any steps you have already taken to resolve the problem with our staff or cleaners.

Any supporting information such as photographs or written notes, if available.

Providing these details helps us assess your complaint accurately and respond more quickly. If you need help describing your complaint or setting it out clearly, you can ask a representative or family member to assist you.

Initial Response and Timeframes

We aim to acknowledge all complaints promptly. In most cases, we will confirm that we have received your complaint and explain the next steps. Where possible, we will try to resolve straightforward issues immediately or within a short, reasonable period.

More complex complaints may take longer to investigate. In those cases, we will explain why more time is needed and provide an estimated timeframe for our response. We will also tell you who is responsible for handling your complaint so you know who to contact if you have questions.

Investigation Process

When we investigate a complaint about our cleaning services, we may take some or all of the following steps:

Review your account history, booking details and service records.

Speak with the cleaner or team who attended your property.

Examine any relevant photographs or notes you have provided.

Check our schedules, checklists and quality control records.

Review any relevant policies or service descriptions.

We will look at the facts carefully and fairly. Our aim is to understand what happened, whether we have met our standards and obligations, and what we should do to put things right where appropriate.

Outcomes and Remedies

Once we have completed our investigation, we will explain our findings and any outcome to you in clear language. Depending on the nature of the complaint and the findings, possible outcomes may include:

An explanation of what happened and why.

An apology where we have fallen short of our standards.

Corrective action, such as sending a cleaner back to re-do or correct work.

Changes to future booking arrangements, schedules or service plans.

Staff training or guidance to prevent similar issues.

Any other reasonable step to resolve the matter, where appropriate.

Where we are not able to agree with your view of events, we will explain clearly how we reached our conclusion. Even where we do not uphold a complaint, we will still consider whether it highlights areas where our communication or processes can be improved.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the initial stage, you may request that it is reviewed at a higher level within Cleaner Waterloo. When asking for a review, please explain why you remain dissatisfied and what outcome you are seeking.

A more senior member of our team will then reassess your complaint, the steps already taken and the decision reached. They may seek additional information or clarification before providing a final response. We will aim to complete this review within a reasonable timeframe and will keep you informed of progress.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with staff who need it to investigate and resolve the matter. We will store and handle personal data in line with applicable data protection requirements. Complaint records are kept securely and used to monitor performance, identify trends and support service improvements.

Continuous Improvement

Cleaner Waterloo views complaints and feedback as an important part of improving our cleaning services. We periodically review complaints data to identify recurring issues, training needs and ways to enhance our processes. Where patterns are identified, we will consider changes to our operations, supervision, quality checks or service information to reduce the likelihood of similar issues occurring in future.

Review of This Procedure

This Complaints Procedure is reviewed regularly 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 regulatory requirements. The most recent version of this procedure will always apply to new complaints.

We value all customers who choose Cleaner Waterloo and strive to provide a professional and responsive service at all times. If you feel we have not met your expectations, this procedure is designed to ensure your concerns are heard and addressed in a structured and transparent way.