Complaints Procedure at Queen's Park Cleaners
Queen's Park Cleaners is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right quickly and improve our services. This Complaints Procedure explains how to raise a concern, how we will handle it, and what you can expect from us at each stage.
Our Commitment to Handling Complaints
We treat every complaint seriously and use the information to review and enhance our cleaning standards and customer service. We aim to resolve most issues informally and as soon as they are brought to our attention, ideally within the first contact. Where a more detailed investigation is needed, we will follow the formal procedure set out below, keeping you informed at each step.
Scope of This Procedure
This procedure applies to complaints about our cleaning services, our cleaning staff, appointment handling, access issues, security of your property, and any aspect of our customer service. It covers regular domestic cleaning, one-off cleans, end of tenancy cleaning, office and commercial cleaning, and any specialist cleaning services provided by Queen's Park Cleaners.
Informal Resolution in the First Instance
If you are unhappy with any part of our service, please raise the issue as soon as possible after the clean. In many cases, concerns can be resolved quickly and informally by discussing them with the cleaner on site or with our office team. We will listen carefully, ask any necessary questions, and propose practical solutions, such as rectifying missed areas, revisiting the property where appropriate, or adjusting future bookings and instructions.
How to Make a Formal Complaint
If your concern cannot be resolved informally, or you prefer a more structured review, you may make a formal complaint. When doing so, please provide:
The date and time of the clean or interaction, the address where the cleaning took place, a clear description of what went wrong, and any relevant supporting details, such as photographs or notes. The more information you provide, the easier it is for us to investigate thoroughly and fairly.
Timescales for Submitting a Complaint
To help us investigate effectively, we ask that you raise your complaint as soon as reasonably possible after the event, ideally within a few days of the clean. This allows us to speak with the cleaning team while details are still fresh and to take prompt corrective action where required.
What Happens After You Submit a Complaint
Once we receive your complaint, we will follow a clear process.
First, we will acknowledge your complaint. We aim to confirm receipt within a reasonable period, typically within a few working days. At this stage, we may ask for any missing information needed to understand the issue clearly.
Next, we will investigate. This may involve reviewing job notes, speaking with the cleaner or cleaning team, checking any relevant schedules, and considering any photos or evidence you have supplied. We approach this stage with an open mind and a focus on fairness.
Finally, we will respond with our findings and proposed outcome. We aim to provide a full response within a reasonable time frame, taking into account the complexity of the complaint.
Possible Outcomes and Remedies
Where we find that our service has fallen below our expected standards, we will seek to put things right. Depending on the circumstances, this may involve offering a re-clean of all or part of the property, adjusting future cleaning instructions, reviewing or retraining staff, or making changes to our procedures to help prevent similar issues in future. In some cases, a financial adjustment may be considered in line with our terms and conditions.
If You Are Not Satisfied with Our Response
If you remain unhappy after our initial investigation and response, you may ask for your complaint to be reviewed at a higher level within Queen's Park Cleaners. When requesting a review, please explain why you are dissatisfied with the outcome or how you feel your complaint has not been addressed fully.
A senior member of our team will then re-examine the information, which may include revisiting the property by arrangement, speaking again with the cleaning staff, and checking whether our procedures were followed correctly. We will then provide a final written response, explaining our conclusions and any further actions we will take.
Complaints Involving Health, Safety or Security
Complaints that raise concerns about health and safety, security of keys, access to your property, or potential misconduct are treated as a priority. These cases may involve additional steps, such as temporary suspension of staff from certain duties while we investigate, immediate review of access procedures, or liaising with relevant third parties where appropriate.
Learning from Complaints
We review complaints regularly to identify patterns and areas for improvement in our domestic and commercial cleaning services. This may result in updated staff training, changes to our checklists, improved communication before and after cleans, or adjustments to the products and methods we use. By learning from complaints, we aim to reduce the likelihood of similar issues arising again and to strengthen the quality and consistency of our work.
Confidentiality and Data Protection
All complaints are handled in confidence, and details are shared only with those who need to know in order to investigate and resolve the matter. We store and process complaint information in line with our obligations under data protection requirements, and we use this data solely for the purposes of managing and improving our services.
Review of This Complaints Procedure
Queen's Park Cleaners keeps this Complaints Procedure under regular review to ensure it remains clear, fair, and effective for all customers. We may update the procedure from time to time to reflect changes in our services, legal requirements, or best practice in handling customer concerns.
We value your feedback and appreciate the opportunity to address any issues you experience. By following this procedure, we aim to resolve complaints promptly and fairly, while continually improving the quality and reliability of our cleaning services.
