Complaints Procedure

Islington Cleaners Complaints Procedure

This Complaints Procedure explains how Islington Cleaners manages and resolves complaints about our cleaning services. We aim to provide a clear, fair and efficient process for any customer who feels that our work or service has not met expectations.

Our Commitment to Resolving Complaints

We are committed to delivering high standards of domestic and commercial cleaning. If something goes wrong, we want to hear about it and put it right as quickly as possible. Every complaint is taken seriously, recorded, and reviewed so we can improve our services and avoid similar issues in the future.

We treat all customers respectfully and professionally throughout the complaints process. We also expect customers to communicate with our team in a courteous and reasonable manner while a complaint is being investigated.

What Is Considered a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, booking process, scheduling, communication, or quality of work, where a response or resolution is expected. This can include issues such as missed areas during a clean, delays in arrival, damage concerns, or misunderstandings about what was included in the service.

General feedback that does not require a response will be logged as a comment rather than a complaint, but it will still be reviewed as part of our wider service improvement process.

How to Make a Complaint

You can raise a complaint in writing or verbally. To help us investigate and resolve your issue quickly, please provide as much detail as possible, including:

The date and approximate time of the clean or incident.

The address where the cleaning took place.

The type of service booked, for example regular domestic clean, deep clean, office clean, or end of tenancy clean.

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

Any relevant photographs or supporting information, where appropriate.

Any steps you have already taken to raise the issue with a cleaner or member of our team.

If you are reporting concerns about cleaning quality, we ask that you contact us as soon as reasonably possible and no later than 48 hours after the service, so we can accurately assess the situation.

Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, it will be logged in our internal system and assigned to a member of our management or customer care team. We will aim to acknowledge your complaint promptly and will outline the next steps in the process.

At this stage, we may contact you for further information or clarification. The faster we receive full details, the faster we can investigate and work towards a resolution.

Stage 2: Investigation

We will investigate your complaint by reviewing booking records, job instructions, and any relevant notes from our cleaners or office team. Where necessary, we may speak directly with the cleaning team involved and, if appropriate, arrange an inspection or request photographs.

We aim to complete our investigation and provide a response within a reasonable timeframe. If the matter is complex and requires more time, we will let you know and keep you updated on progress.

Stage 3: Outcome and Resolution

Once our investigation is complete, we will explain our findings and any actions we propose to take. Depending on the circumstances and subject to our terms and conditions, possible resolutions may include:

Arranging a re-clean of specific areas.

Offering a partial or full service credit where appropriate.

Providing advice or clarification where there has been a misunderstanding about the service scope.

Offering an apology and explaining what we will change internally to prevent a recurrence.

Every complaint is assessed on its individual merits, and outcomes will be guided by the evidence available and our service agreement with you.

Escalating a Complaint

If you are not satisfied with the outcome at the first stage, you may request that your complaint is reviewed by a senior member of our management team. When requesting an escalation, please clearly explain why you disagree with the initial decision or why you believe the matter has not been fully addressed.

The senior review will consider the original complaint, the investigation, any additional information you provide, and our terms of service. The decision at this stage will usually be our final position. We will communicate our final response to you clearly and in writing where possible.

Time Limits for Reporting Issues

To help us resolve matters effectively, complaints about cleaning quality should normally be raised within 48 hours of the service. Claims relating to potential damage, loss, or access issues should be reported as soon as you become aware of them.

Where complaints are raised significantly later, it may be more difficult to investigate, and this can affect the type of resolution we are able to offer.

Fair Use and Reasonable Behaviour

We are dedicated to providing a fair and transparent complaints process for all customers in our service area. We also have a responsibility to protect our staff and cleaners from unreasonable, abusive, or threatening behaviour. In rare situations where behaviour is unacceptable, we may limit the forms of communication we will use, or, in extreme cases, discontinue service.

Using Complaints to Improve Our Service

Every complaint helps us improve. We regularly review complaint records to identify patterns, training needs, and opportunities to refine our cleaning procedures and customer communication. Our aim is to reduce the likelihood of similar issues occurring in the future and to ensure that our services across the local area remain consistent, reliable, and professional.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our internal processes, industry standards, or applicable guidance. Any updates will apply to new and ongoing complaints from the date of publication.

If you have any concerns about how your complaint has been handled, or if you need clarification on any part of this procedure, you can contact us using our usual customer service channels.