Complaints Procedure for Twickenham Cleaners

Twickenham Cleaners is committed to providing reliable, high quality domestic and commercial cleaning services. We recognise that, on occasion, our service may not fully meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We view all complaints as an opportunity to review and improve our services. Every complaint is treated seriously, handled confidentially, and recorded so we can prevent similar issues in the future. Our aims are to resolve matters quickly, treat you fairly, and keep you informed throughout the process.

What This Procedure Covers

This procedure applies to complaints about any cleaning service provided by Twickenham Cleaners, including regular domestic cleaning, one-off deep cleans, end of tenancy cleaning, office and commercial cleaning, and specialist cleaning services. It is intended for customers who have booked services directly with us, whether as one-off appointments or ongoing contracts.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our contractors, or our administration, where you would like a response from us. Examples include concerns about the quality of a clean, conduct of a cleaner, missed or late appointments, damage to property, billing or payment issues, or failure to follow specific instructions that were agreed in advance.

Raising a Complaint

You should raise your complaint as soon as reasonably possible after the issue arises, so we have a fair opportunity to investigate and put things right. When you contact us, please provide your full name, property address, details of the service booked, the date and approximate time of the clean, a clear description of the issue, and any photos or other information that may help us understand your concern.

Stage One: Informal Resolution

In many cases, complaints can be resolved quickly and informally. If you are unhappy during or immediately after a clean, you should inform us as soon as possible. We will review the issue, speak with the cleaner or relevant team members, and propose a solution. Wherever appropriate, we will aim to resolve informal complaints within three working days. Possible outcomes at this stage may include an explanation, an apology, a corrective visit to address missed or unsatisfactory areas, or a partial adjustment to your invoice where appropriate and justified.

Stage Two: Formal Complaint

If you are not satisfied with the outcome of the informal resolution, or the issue is more serious, you can ask for your complaint to be treated as a formal complaint. When doing so, please clearly state that you wish to make a formal complaint and summarise the outcome you are seeking.

On receipt of a formal complaint, we will acknowledge it within five working days. We will then carry out a thorough investigation, which may include reviewing job notes and checklists, speaking to the cleaning operatives and supervisors involved, assessing any photographs or evidence you have provided, and, if relevant, reviewing our internal policies and training procedures.

We will aim to provide a written response to your formal complaint within 15 working days of acknowledgment. If we need more time due to the complexity of the issue, we will inform you of the delay and provide an updated timescale.

Outcomes and Remedies

Following our investigation, we will set out our findings and any actions we will take. Remedies may include a clear explanation of what happened and why, an apology where we are at fault, a re-clean of specific areas or the entire property as appropriate, a goodwill gesture or partial credit where justified, feedback, training or other corrective measures for our staff, or changes to our processes to prevent similar issues in the future.

Complaints Involving Damage or Loss

If your complaint relates to damage to your property or loss of items during a cleaning visit, you must notify us as soon as the issue is discovered and no later than 24 hours after the service where possible. We may ask for photographs, receipts or proof of purchase to assess the value. We may also visit the property to inspect the damage. Any compensation or repair will be considered in line with our terms and conditions and relevant insurance cover.

Confidentiality and Data Protection

All complaints are handled in confidence and only shared with those who need to know in order to investigate and resolve the issue. We handle your personal data in line with data protection requirements, retaining complaint records only for as long as necessary for legitimate business and legal purposes.

Unreasonable or Vexatious Complaints

While we are committed to listening and responding to all genuine concerns, we reserve the right to restrict or end communication where a complainant behaves in a threatening, abusive or persistently unreasonable manner. In such cases, we may limit contact to written correspondence or designate a single point of contact.

Continuous Improvement

We review complaints regularly to identify trends and areas for improvement. Feedback from both domestic and commercial clients in our service area helps us refine our training, supervision, quality control procedures and customer service standards. By following this procedure, you help us maintain and enhance the quality and reliability of Twickenham Cleaners services.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Updated versions will apply to all new and existing customers from the date of publication.