Complaints Procedure for Cleaner Colliers Wood Clients

Cleaner Colliers Wood is committed to providing reliable, high-quality cleaning services. We recognise that on rare occasions things may go wrong, and when they do, we want to resolve issues quickly, fairly, and transparently. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and view them as an opportunity to improve our services. Every concern raised will be handled with respect, confidentiality, and without discrimination. We aim to resolve most issues informally and as soon as possible, ideally at the point they arise or shortly afterwards. When a more formal approach is needed, this procedure ensures your complaint is fully reviewed and answered.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous enquiry. This may include, for example:

Issues with the standard or thoroughness of cleaning work carried out at your property.

Concerns about punctuality, professionalism, or conduct of cleaning staff.

Disputes about appointments, scheduling, or access arrangements.

Questions or concerns about invoicing, charges, or agreed services.

You do not need to use specific language or label your concern as a complaint for us to treat it as one. If you are unhappy with any aspect of our service, we want to know.

How to Make a Complaint

You may raise a complaint using any usual method of communication with Cleaner Colliers Wood, for example during a visit, by written correspondence, or through the contact form on our website if available. When submitting a complaint, please provide the following details so we can investigate effectively:

Your full name and the address where the cleaning took place.

The date and approximate time of the service or incident you are complaining about.

A clear description of what went wrong or why you are dissatisfied.

Any photographs or supporting information that may help us understand the issue.

What you would consider to be a reasonable resolution, if you have something in mind.

Providing this information at the outset helps us reach a fair outcome more quickly.

Stage One: Informal Resolution

In many cases, issues can be resolved informally, often on the same day or within a short period of time. If you raise a concern with a member of our team during or immediately after a cleaning visit, they will do their best to correct the problem straight away where possible.

If the issue cannot be resolved on the spot, it will be referred to an appropriate supervisor or manager. Our aim at this stage is to understand your concerns, offer any necessary corrections, and agree a practical solution with you.

Stage Two: Formal Complaint

If you are not satisfied with how your concern has been handled informally, or if the matter is more serious, you can request that it be treated as a formal complaint. Once a complaint is logged formally, we will:

Acknowledge receipt of your complaint within a reasonable timeframe.

Assign a person responsible for investigating your complaint, usually a senior member of staff who was not directly involved in the original issue.

Review all relevant information, including visit notes, cleaning checklists, and any evidence you have provided.

Where needed, contact you to clarify details or request additional information.

We aim to provide you with a written response setting out our findings and proposed resolution within a reasonable period, usually within ten working days. If we need more time because the matter is complex or key staff are unavailable, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Our goal is always to reach a fair and proportionate outcome. Depending on the nature of the complaint and our findings, we may offer one or more of the following:

A clear explanation and, where appropriate, an apology.

Corrective cleaning work, such as a re-clean of specific areas.

Adjustments to future services to better meet your expectations.

A goodwill gesture where we consider it appropriate.

We will explain the reasoning behind our decision and how it was reached.

Stage Three: Escalation

If you remain dissatisfied after receiving our formal response, you may request that your complaint be escalated for further review. At this stage, a more senior manager or owner will re-examine the case, including the original complaint, the investigation, and the proposed resolution.

The reviewing person may contact you for further information or clarification. Following this review, we will issue a final response outlining our position. This represents the end of our internal complaints procedure.

Confidentiality and Data Protection

All complaints are handled in confidence and shared only with staff who need to know in order to investigate and respond. Any personal information you provide will be processed and stored securely in line with our data protection obligations. We will not share your information with third parties except where required by law or with your explicit consent.

Using Complaints to Improve Our Service

Cleaner Colliers Wood uses feedback and complaints as a key source of learning. We regularly review complaints to identify recurring themes, training needs, or changes that may be required to our procedures and cleaning standards. By raising a concern, you are helping us refine our service for all clients across our operating area.

Availability of This Procedure

This complaints procedure is available to all current and prospective clients of Cleaner Colliers Wood. You may request a copy at any time. We may update this procedure periodically to reflect changes in our business practices or relevant regulations. The most recent version will always apply to new complaints.

Fair Treatment and Respect

We are committed to treating all clients fairly and respectfully throughout the complaints process. In return, we ask that our staff are treated with courtesy while they work to resolve your concerns. We will not tolerate abusive, threatening, or discriminatory behaviour towards our team.

Our aim is to restore your confidence in our cleaning services whenever issues arise, and to ensure that your experience with Cleaner Colliers Wood is positive, professional, and reliable.