Complaints Procedure at Fulham Cleaners
Fulham Cleaners is committed to providing reliable, professional cleaning services and clear communication at every stage. If something goes wrong, we want to know about it and put it right as quickly as possible. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we aim to resolve matters fairly and efficiently.
Purpose of This Complaints Procedure
The purpose of this procedure is to give clients a straightforward way to tell us when our cleaning services or customer care have not met expectations. It also helps us identify improvements to our systems, staff training and quality controls so we can continually enhance our service.
This procedure applies to all domestic and commercial cleaning services supplied by Fulham Cleaners, including one-off, regular and end of tenancy cleaning, as well as any related customer support interactions.
What Counts as a Complaint
A complaint is any expression of dissatisfaction with our cleaning services, our staff, or our customer support, whether it is made verbally or in writing, and whether it is minor or serious. Examples include:
Concerns about the standard or completeness of cleaning work. Issues with punctuality, conduct or professionalism of cleaning staff. Problems with bookings, scheduling, access or cancellations. Disagreements about prices, charges or invoices. Dissatisfaction with how a previous concern was handled.
You do not need to use formal language or call it a complaint. If you are unhappy and want us to respond, we will treat this as a complaint and follow this procedure.
How to Make a Complaint
You can raise a complaint using any standard communication method you normally use with us. When you do, please provide as much detail as you can to help us investigate. This may include the date and time of the cleaning, the address where the service took place, the name of the cleaner if known, a description of what went wrong, and any photos that clearly show the problem.
We encourage you to raise issues as soon as possible after the service, ideally within 48 hours, so we can assess the situation accurately and take prompt action. However, we will always look into your concerns even if more time has passed.
What Happens After You Make a Complaint
We will follow clear steps to ensure your complaint is handled properly and respectfully.
1. Acknowledgement
We aim to acknowledge your complaint promptly. Where possible, we will do this on the same working day or the next working day after receiving your message. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps and expected timescales.
2. Initial Assessment
We will review the details you have provided to understand the nature of the complaint. If we need more information to investigate properly, we may contact you to request clarification, additional details or supporting evidence such as photographs.
3. Investigation
A member of our management or customer care team will investigate your complaint. This may include speaking with the cleaning operatives involved, checking schedules and job notes, reviewing any relevant reports, and, where appropriate, arranging to revisit the property to inspect the issue in person.
We aim to complete the investigation within a reasonable timeframe, usually within ten working days, depending on the complexity of the matter and your availability for any follow-up questions.
4. Response and Outcome
Once we have completed our investigation, we will contact you with a clear explanation of our findings and any actions we propose to take. Possible outcomes may include an apology and explanation, a corrective visit to address missed or unsatisfactory cleaning, a partial or full adjustment to your invoice where appropriate, or changes to our internal processes or staff training to help prevent a similar issue in future.
We will always aim to agree a practical and fair resolution with you.
If You Are Not Satisfied With the Outcome
If you feel your complaint has not been resolved to your satisfaction, you can ask for it to be reviewed by a senior member of our team. When requesting a review, please explain why you are unhappy with the initial outcome and what you consider to be a fair resolution.
The senior team member will look at your complaint, the investigation and the decision already taken. They may contact you for further discussion before reaching a final position. A reviewed decision will be clearly communicated to you, along with any further actions we agree to take.
Time Limits for Complaints
To help us investigate effectively, we encourage clients to raise complaints as soon as possible after the service. While we will consider complaints raised later, our ability to verify issues and offer certain remedies, such as a free re-clean, may reduce over time.
How We Use Complaints to Improve Our Service
We treat complaints as an important source of feedback. All complaints are recorded and reviewed regularly so that we can identify patterns, recurring issues or areas where standards need to be strengthened. This may lead to updated cleaning checklists, improved quality control visits, additional staff training or changes to our booking and communication systems.
Our Commitment to Fairness and Respect
Fulham Cleaners will handle every complaint impartially, respectfully and confidentially. We do not tolerate discriminatory or retaliatory behaviour towards clients who raise concerns. Our goal is always to resolve issues constructively and maintain a professional, transparent relationship with every client we serve.
By following this Complaints Procedure, we aim to ensure that any problems are addressed promptly and fairly, and that our cleaning services continue to meet the standards our clients expect.
