Brent Cleaner Complaints Procedure

At Brent Cleaner we are committed to providing reliable, consistent, and professional cleaning services. We understand that occasionally things may go wrong or fall below the standard you expect. When this happens, we want to hear from you so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints from domestic and commercial cleaning customers. Our aims are to make it easy for you to tell us when you are dissatisfied, to resolve issues as quickly as possible, to treat you with respect and transparency, and to learn from feedback to improve our cleaning services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about our cleaning services, our staff, or the way we have handled a previous concern. This can include issues such as quality of cleaning, punctuality or reliability of appointments, conduct or behaviour of cleaners, damage or loss of property, health and safety concerns, or communication and administration problems such as bookings, invoices, or cancellations. You do not need to use the word complaint for us to treat it as one.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may raise it in person with a cleaner on site, by speaking to a supervisor or manager, or in writing to our office. When making a complaint, please give as much detail as possible, including your name and contact details, the address where the cleaning took place, the date and approximate time of the issue, a description of what went wrong, and any photos or notes that may help us understand the problem. The more information you provide, the easier it is for us to investigate and respond thoroughly.

Initial Resolution by Frontline Staff

Many issues can be resolved quickly at the time they arise. If you notice something during or shortly after a cleaning visit, please raise it with our cleaner or the supervising team member on the day. They will do their best to address matters immediately, for example by recleaning an area that has been missed, adjusting the cleaning plan, or clarifying any misunderstanding about the service booked. If the concern cannot be fully resolved on the spot, it will be passed to our office for further review.

Formal Complaint Acknowledgement

If your concern cannot be resolved informally or you choose to make a formal complaint, we will acknowledge your complaint as soon as reasonably possible. We will record your complaint in our internal log, along with the date it was received, the main issues raised, and the outcome you are seeking if you have specified one. We will confirm that we have received your complaint and outline the next steps in the investigation process.

Investigation of Your Complaint

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the incident wherever possible. This may include speaking with the cleaners who attended the property, reviewing schedules and checklists, examining any photos or evidence you provide, and if needed, arranging a site visit to inspect the premises. We will consider your account of events carefully and review it against our service standards and policies. Our focus is on establishing what happened, identifying any service failures, and agreeing how to put things right.

Response Times and Outcomes

We aim to provide a full response to your complaint within a reasonable timeframe, taking into account the nature and complexity of the issue. In many cases this will be within a few working days. If more time is needed, for example where further investigation or a site visit is required, we will keep you updated on progress and let you know when you can expect a final response. Our response will explain our findings, whether your complaint is upheld in full or in part, and what actions we propose to take. Possible outcomes may include a reclean of affected areas, adjustments to future cleaning plans, staff training or supervision, changes to our procedures, or in some cases a refund or other appropriate remedy.

Escalation if You Are Not Satisfied

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within Brent Cleaner. A senior manager will re-examine your complaint, the steps taken during the first investigation, and the decision reached. They may request additional information from you or from staff involved. Following this review, we will provide a further written or verbal response setting out our final position and the reasons for it. This internal escalation stage is intended to give you confidence that your complaint has been considered fairly and independently.

Confidentiality and Fair Treatment

All complaints are handled confidentially and with respect for your privacy. Information about your complaint will only be shared with staff who need it to investigate and resolve the matter. We are committed to treating all customers fairly and without discrimination. Making a complaint will not affect your right to receive services from us in the future, and we will not reduce the quality of service you receive because you have raised concerns.

Recording and Learning from Complaints

We keep records of complaints, the outcome, and any actions taken. This helps us identify patterns or recurring issues, such as particular aspects of our cleaning processes, scheduling, or communication that may need improvement. We use this information to update our training, refine our procedures, and enhance the reliability and consistency of our services. Feedback from complaints is an important part of how we maintain and improve quality for all customers.

Your Responsibilities When Making a Complaint

To help us resolve your complaint effectively, we ask that you raise concerns as soon as reasonably possible after the issue occurs, provide information that is accurate to the best of your knowledge, remain courteous in all communications, and allow us a fair opportunity to investigate and respond. We reserve the right to terminate communications that are abusive, threatening, or persistently unreasonable, while still considering the substance of any valid complaint raised.

Review of this Procedure

We review this Complaints Procedure regularly to ensure it remains clear, effective, and appropriate for the cleaning services we provide. Updates may be made to reflect changes in our operations, customer expectations, or relevant regulations. The most current version of this procedure applies to all complaints received.