Complaints Procedure
Complaints Procedure at Maida Vale Cleaners
Maida Vale Cleaners is committed to providing reliable, high quality cleaning services and professional customer care. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear and transparent process for reporting dissatisfaction with any aspect of our cleaning services or conduct. It helps us put things right when we fall short and supports us in continuously improving the way we operate.
This procedure applies to all domestic and commercial customers who have used or booked our cleaning services, including regular cleaning, one off cleans, end of tenancy cleaning, deep cleans and specialist services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about one or more of the following:
Service quality or standard of cleaning.
Conduct, attitude or behaviour of our cleaners or office staff.
Damage to property or belongings alleged to have been caused during our work.
Missed or significantly delayed appointments and poor communication.
Invoicing, payment issues or unclear charges.
Health and safety concerns relating to our cleaning activities.
We treat all complaints seriously, whether they are made formally or informally, and whether they are minor issues or more serious concerns.
How to Make a Complaint
You can raise a complaint in any written form that is convenient for you. Please clearly describe the problem and include supporting details such as dates, times, type of service, and the address where the cleaning took place.
To help us investigate quickly and fairly, please provide:
Your full name and, where relevant, the name of the business or landlord.
The service booked, such as regular domestic cleaning or end of tenancy cleaning.
The date and approximate time of the clean or incident.
A clear description of what went wrong and how it affected you.
Any photos, lists or other evidence that supports your complaint.
If you are raising a complaint on behalf of someone else, please ensure you have their permission, as we may need to verify details with the account holder or contracting party.
Time Limits for Making a Complaint
To give us the best opportunity to investigate and put things right, we ask that complaints be submitted as soon as possible after the service, ideally within 7 days. For issues involving alleged damage to property or items, we may ask for notification as soon as the damage is discovered, along with photos or other relevant documentation.
How We Handle Your Complaint
We aim to respond to all complaints promptly, fairly and confidentially. Our standard process is as follows:
Initial acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. We may contact you for clarification or further information if needed.
Investigation: A member of our management team will review your complaint, check our service records, speak to any staff involved and consider any evidence provided. In some cases we may request an inspection visit to assess the situation.
Response: Once the investigation is complete, we will provide a written outcome. This will summarise the concerns raised, explain our findings and confirm any actions we will take.
Timescale: We aim to issue a full response within 10 working days of receiving all necessary information. If, for any reason, an investigation requires more time, we will let you know and provide an updated timescale.
Possible Outcomes and Remedies
Where your complaint is upheld, we will work with you to find a fair resolution that reflects the nature of the issue and the impact on you. Depending on the circumstances, this may include one or more of the following:
Providing a corrective re clean of the affected areas.
Offering a partial or full refund for the specific service in question.
Adjusting future service schedules or arrangements to prevent a recurrence.
Providing additional staff training or supervision.
Reviewing and improving our internal processes and quality controls.
In cases involving alleged damage, we will review the evidence carefully and, where our responsibility is established, discuss appropriate remedial steps.
If You Are Not Satisfied with the Outcome
If you are unhappy with our initial response, you may request that your complaint be reviewed by a more senior member of our management team. Please explain why you disagree with the original outcome and include any additional information or evidence you wish us to consider.
The reviewing manager will reconsider the complaint, the investigation and the decision reached. A final written response will then be provided. This internal review is the last stage of our complaints procedure.
Our Commitment to Fairness and Confidentiality
We handle all complaints respectfully, fairly and without discrimination. Your complaint will not affect the way we provide ongoing or future services to you. Any information you provide will be treated in confidence and only shared with staff who need it to investigate and resolve the issue.
We also use complaint data to identify trends, improve our training, refine our cleaning methods and enhance customer communication, so that we can offer a more dependable and efficient service across our operating areas.
Continuous Improvement
Maida Vale Cleaners values feedback from customers, whether positive or negative. Complaints help us identify where our standards may have fallen short and give us a chance to improve. Every complaint is reviewed not only for individual resolution but also for broader lessons that can benefit all customers.
By following this procedure, we aim to ensure that any concerns about our cleaning services are dealt with professionally, promptly and transparently, and that you feel heard and respected at every stage.
