Complaints Procedure

Fulham Cleaner Complaints Procedure

At Fulham Cleaner, we aim to provide a consistently reliable and professional cleaning service. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern about our services, how we deal with complaints, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and use them as an opportunity to improve. Our goals when dealing with any concern or complaint are to:

Listen carefully to your experience and understand what went wrong from your perspective.
Respond in a timely, respectful, and transparent way.
Investigate fairly, using all relevant information available.
Offer an appropriate resolution wherever possible.
Use feedback to improve our training, processes, and quality checks across our cleaning services.

Who Can Make a Complaint

This procedure is for any customer who has used our cleaning services, whether for a one-off visit or ongoing regular cleaning. You may complain about any aspect of our service, including but not limited to:

The quality or thoroughness of the cleaning work.
Damage to property or items during a visit.
Missed or late appointments.
Conduct or professionalism of our cleaners or office staff.
Billing, invoicing, or payment concerns.
Health and safety issues related to our service.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we will always listen to a verbal complaint, we encourage written complaints where possible so that we can clearly understand the details and respond more accurately. When submitting a complaint, please include:

Your full name and the address where the cleaning took place.
The date and approximate time of the service concerned.
A clear description of what happened and why you are dissatisfied.
Any relevant details, such as areas missed, items affected, or behaviour that concerned you.
Photos of any damage or incomplete work, if applicable.

Raising a complaint as soon as possible after the event helps us investigate more effectively. We recommend contacting us within 48 hours of the service where practical, especially for issues related to quality of cleaning.

Initial Response and Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as we reasonably can. Our acknowledgement will usually:

Confirm that we have received your complaint.
Provide an outline of the next steps in the process.
Indicate an approximate timescale for our full response.
Request any additional information we might need to investigate properly.

We aim to provide a full response within a reasonable timeframe. If a complaint is more complex and requires additional investigation, we will keep you informed of our progress.

Investigation Process

Our investigation will be carried out by an appropriate member of our management team who was not directly involved in the original service. The investigation may include:

Reviewing booking and job records for the relevant date.
Speaking with the cleaner or team who attended your property.
Examining any photos or evidence you have provided.
Assessing whether our standards and procedures were followed.

We will approach every complaint objectively and will not make assumptions before all available information is reviewed.

Outcomes and Resolutions

After the investigation, we will provide you with a clear response explaining our findings and any actions we propose to take. Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:

A sincere apology and explanation.
Arranging a re-clean of specific areas or the entire property, where appropriate.
Offering a goodwill gesture, where justified by the circumstances.
Changes to our team allocation or supervision for future visits.
Adjustments to internal procedures or further staff training.

Our aim is always to reach a fair and reasonable outcome that reflects the circumstances of the complaint and our responsibility as a cleaning service provider.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you may ask for a further review. In this case, your complaint will be re-examined by a more senior member of our team, who will:

Review the original complaint and all investigation notes.
Consider any additional information you wish to provide.
Assess whether the initial outcome was reasonable and consistent with our standards.

Following this review, we will provide you with a final response explaining our conclusions and any additional steps we may take.

Timeframes for Making a Complaint

You are encouraged to raise any concerns as soon as you notice a problem. For issues related to cleanliness or missed tasks, contacting us within 48 hours of the visit allows us to verify and correct the problem more effectively. For other matters, such as conduct or billing, you should raise your complaint as soon as reasonably practicable after becoming aware of the issue.

Confidentiality and Data Handling

All complaints will be handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting our legitimate business and legal obligations. We will share details only with staff who need the information to respond appropriately.

Using Feedback to Improve Our Service

Every complaint and piece of feedback helps us to improve the quality and reliability of our cleaning services. We regularly review complaints data to identify trends, recurring issues, or areas where additional training or procedural changes are needed. By raising a concern, you help us maintain and raise professional standards for all our customers.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our operations, best practice, or relevant guidance. The most recent version will always apply to how we handle your complaint.