Complaints Procedure for Catford Cleaners

Catford Cleaners is committed to providing reliable, high quality cleaning services for homes and businesses. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can tell us if you are unhappy with any aspect of our service, how we will respond, and what you can expect from us throughout the process.

Our commitment to resolving complaints

We treat every complaint seriously and use feedback to improve our cleaning services. Our aims are to make it easy for you to raise concerns, to acknowledge and investigate complaints promptly, to communicate clearly and respectfully, and to offer a fair and reasonable resolution wherever possible.

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff or contractors, our scheduling or administration, or any communication you have received from us, where you would like a response or resolution. This may include concerns about the quality of cleaning work, missed or late appointments, conduct or behaviour of cleaning staff, handling of keys or access to your property, damage or possible damage to items or surfaces, and billing or invoicing issues.

We encourage you to raise issues as soon as possible so that we can address them while the details are clear and any impact can be reduced.

How to make a complaint

You can make a complaint verbally or in writing. You may raise a concern directly with the cleaner at the time of service if it is safe and comfortable to do so, contact our office to discuss the issue, or send us a written complaint describing what has happened. When making a complaint, please include your full name, the address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, and any photos or notes that might help us understand the issue. Providing these details helps us investigate more quickly and thoroughly.

Time limits for complaints

To allow us to investigate effectively, we ask that complaints about cleaning quality or service are made as soon as reasonably possible, preferably within 48 hours of the visit. For matters such as billing or account issues, please contact us as soon as you notice a problem. We will still consider complaints raised later, but the more time that has passed, the harder it can be to gather accurate information.

What happens after you complain

When we receive your complaint, we will log it in our internal system and assign it to an appropriate member of staff to review. We aim to acknowledge receipt of your complaint within a reasonable timeframe and will then begin our investigation. This may involve speaking to the cleaner or team who attended your property, reviewing notes, schedules, and checklists from the visit, considering any photos or information you have provided, and, if appropriate, arranging to inspect the property or the area of concern.

We will keep you informed of our progress and may contact you for further details if needed. Once the investigation is complete, we will explain our findings and set out any proposed resolution.

Possible outcomes and resolutions

Our goal is to reach a fair outcome that reflects the circumstances and the evidence available. Depending on the nature of the complaint, possible resolutions may include providing a re clean or rectification visit where practical, offering a partial or full credit on a future booking, reviewing and improving our internal training and procedures, or explaining why we believe the service was delivered in line with our standards where this is the outcome of our investigation.

Where damage is alleged, we will carefully assess the situation and follow any relevant insurance processes if applicable. We will explain any limitations or exclusions that may apply, for example in relation to pre existing damage, wear and tear, or items that are not suitable for certain cleaning methods.

If you are not satisfied with the outcome

If you feel that your complaint has not been handled fairly or fully, you may ask for a further review. This will usually be carried out by a more senior member of our team who was not involved in the original investigation. They will reconsider the information available and may request additional details before reaching a final decision.

While we may not always be able to agree with your preferred outcome, we are committed to listening carefully, explaining our reasoning, and treating you with respect throughout the process.

Confidentiality and fairness

We handle complaints in line with our general privacy and data practices. Information you provide will be shared only with those who need it to investigate and resolve your complaint. Both customers and staff will be treated fairly, and no one will be disadvantaged for raising a genuine complaint or for cooperating with our investigations.

Using complaints to improve our services

Feedback from customers in our service area is essential to maintaining consistent cleaning standards. We regularly review complaints data to identify patterns, training needs, or changes we can make to our processes. This might include updates to checklists for domestic visits, improved supervision of commercial contracts, refreshed guidance on customer care, or adjustments to scheduling procedures.

Accessibility and support

We want our complaints procedure to be accessible to all customers. If you need help to make a complaint or to explain your concerns, please let us know and we will do our best to assist. You are welcome to ask a family member, carer, or representative to raise a complaint on your behalf, provided we can confirm that we have your permission to discuss your account with them.

Review of this complaints procedure

Catford Cleaners keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective. Updates may be made from time to time to reflect changes in our services, industry practices, or relevant guidance. The most current version of this procedure will always apply to any complaint under consideration.