Shoreditch Cleaners Complaints Procedure

Shoreditch Cleaners aims to provide reliable, consistent and professional cleaning services to all customers. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us at each stage.

Our Commitment To You

We are committed to handling complaints in a way that is fair, transparent and timely. Every complaint is an opportunity for us to improve our domestic and commercial cleaning services and to maintain trust with our customers.

When you make a complaint, we will always aim to:

• Treat you with respect and courtesy at all times.
• Listen carefully and understand what has gone wrong from your perspective.
• Investigate the matter thoroughly and impartially.
• Put things right wherever we reasonably can.
• Learn from the situation to prevent similar issues in the future.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our cleaning staff, our customer service, or the way we have handled a previous concern. This can include, for example:

• Standard of cleaning or quality of work.
• Missed or late appointments.
• Conduct, attitude or appearance of cleaners.
• Damage to property or possessions during a visit.
• Errors in billing or payment matters.
• Health and safety concerns relating to our work.

If you are unsure whether your concern is a complaint, please raise it with us anyway. We would rather hear from you and clarify than leave you dissatisfied.

How To Make A Complaint

You can raise a complaint about your cleaning service in the way that is most convenient to you. You may contact us in writing or speak to us verbally. Written complaints help us keep a clear record of what has happened and what you would like us to do, but this is not essential.

When you contact us, please provide the following details where possible:

• Your full name and how we should contact you.
• The address where the cleaning service took place, and type of service booked.
• The date and approximate time of the visit or issue.
• A clear description of what went wrong, including any relevant photos or notes you may have.
• How the issue has affected you and what outcome you would consider fair.

If your complaint is about an urgent matter, such as a serious health and safety concern or significant damage, please let us know clearly so we can prioritise our response.

Stage One: Initial Resolution

In most cases, complaints can be resolved quickly by our customer service team or the relevant supervisor. When we receive your complaint at this first stage, we will:

• Acknowledge that we have received your complaint.
• Review the information you have provided and clarify any points if needed.
• Speak to the cleaner or team involved, where appropriate.
• Check any relevant schedules, job notes and internal records.

We will usually provide an initial response within a reasonable and practicable timeframe, explaining what we have found and any immediate steps we can take to resolve the issue. These steps may include a re-clean, an adjustment to your account, practical remedial action or another appropriate solution agreed with you.

Stage Two: Further Review

If you are not satisfied with the outcome at Stage One, you may request a further review. In such cases, your complaint will be passed to a more senior member of our team who has not been directly involved in the matter.

During Stage Two, we will:

• Re-examine the details of your complaint and the outcome of Stage One.
• Review any additional information you wish to provide.
• Consider whether our initial decision was fair, reasonable and in line with our policies.

Once the review is complete, we will send you a clear response explaining our final position, any further actions we will take, and the reasons for our decision. This will normally conclude our internal complaints process.

Possible Outcomes And Remedies

We will always aim to provide a remedy that is proportionate to the issues raised and the impact on you. Possible outcomes may include:

• An apology and explanation of what happened.
• A re-clean or follow-up visit at an agreed time.
• Adjustments to charges where appropriate and justified.
• Corrective measures, such as additional training for staff or changes to our processes.
• In rare cases, other remedies that are fair and reasonable in the circumstances.

Not every complaint will lead to financial compensation, but we will always explain clearly how we have reached our decision and what steps are being taken to reduce the risk of similar issues arising again.

Confidentiality And Data Protection

All complaints are handled confidentially. Information is shared only with those who need it to investigate and resolve your concern. We will store and process any personal information you provide in line with our data protection responsibilities and our privacy practices.

Using Feedback To Improve Our Services

We record complaints and the outcomes so that we can identify patterns, understand where our cleaning services may fall short, and make improvements. This can include reviewing how we schedule visits, supervise cleaners, carry out quality checks and communicate with customers before and after each appointment.

By following this complaints procedure, Shoreditch Cleaners aims to deal with concerns in a way that is fair, respectful and constructive. Your feedback helps us maintain high standards and deliver the dependable cleaning services our customers expect.