Complaints Procedure for Wimbledon Cleaner

Wimbledon Cleaner is committed to providing a reliable and professional cleaning service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Scope and Purpose of This Complaints Procedure

This procedure applies to all domestic and commercial cleaning services provided by Wimbledon Cleaner, including regular cleaning, one off deep cleans, end of tenancy cleaning and specialist cleaning tasks. Its purpose is to ensure that every complaint is handled fairly, consistently and promptly, and that any justified issues lead to improvements in our service.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of cleaning, the conduct of our cleaners, missed or incomplete work, damage to property, or the administration of bookings and payments. We differentiate complaints from general feedback, but we welcome both and use them to improve our operations in the local service area.

How to Raise a Complaint

You can raise a complaint in writing or verbally. Written complaints help us to understand the issue clearly and keep accurate records, so we encourage you to provide details in this form where possible.

When you make a complaint, please include the following information:

The date and time of the cleaning service, the address of the property, a clear description of the problem, including any areas of the property or aspects of the service that did not meet your expectations, the names of any cleaners involved, if known, and any photos or evidence that may help us understand the issue. The more detail you provide, the faster and more accurately we can investigate.

Timeframe for Raising a Complaint

To help us address issues effectively, we ask that you raise complaints about service quality as soon as possible and ideally within 48 hours of the cleaning visit. This allows us to review the work while it is still recent, speak to the cleaning team involved, and arrange any rectification promptly.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. This acknowledgement will confirm that we have logged your complaint, provide a reference point for future communication about the matter, and outline the next steps in our investigation, including the expected timescale for a full response.

How We Investigate Complaints

All complaints are treated seriously and investigated by a responsible member of the management team. Depending on the nature of your complaint, the investigation may include reviewing job notes and schedules for the visit in question, speaking with the cleaners who attended your property, considering any photographic evidence you have supplied, and, where appropriate, arranging an inspection visit to the property.

We aim to approach every complaint with an open mind, seeking to understand both what happened and how we can put it right. We also use complaint outcomes to refine our training, quality checks and communication processes.

Response and Resolution Timescales

We aim to provide a full response to your complaint within a reasonable period from the date of acknowledgement. In more complex cases, for example where further inspection is required or when several staff members must be consulted, the investigation may take longer. In such cases, we will keep you informed of progress and provide an updated timescale.

Possible Outcomes and Remedies

Depending on the result of our investigation, we may offer one or more of the following remedies, as appropriate to the circumstances: an explanation of what happened and why, an apology where we have fallen short of our standards, a return visit to re clean specific areas of the property, adjustments to future cleaning instructions to better reflect your preferences, or a goodwill gesture or partial refund, in line with our terms and conditions and the nature of the complaint.

Customer Responsibilities During the Process

We ask that you cooperate with any reasonable requests for information or access to the property so that we can properly investigate your complaint. This may include providing further detail, sending photographs, or allowing a manager or supervisor to visit the site. We also ask that all communication remains respectful; we will not tolerate abusive or threatening behaviour towards any member of staff.

Escalating Your Complaint

If you are not satisfied with the initial outcome or believe that your complaint has not been handled fairly, you may request that it is reviewed by a senior member of the management team. The review will consider the handling of your complaint, the evidence gathered and the remedy offered. Following this review, we will issue a final response outlining our position.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with staff who need it to investigate and resolve the issue. We handle personal data in line with applicable data protection principles. Any records of your complaint will be retained only for as long as necessary to deal with the matter and to meet our legal and regulatory obligations.

Continuous Improvement

Wimbledon Cleaner views complaints as an important source of learning. We regularly review complaint trends, identify recurring issues and take steps to prevent them arising again. This may include updating cleaning checklists, introducing new quality control measures, or providing additional training to our cleaning teams across our service area.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with our commitment to high quality cleaning services. Updated versions will apply to all new complaints from the date of publication.