Kennington Cleaners Complaints Procedure
Kennington Cleaners is committed to delivering reliable, consistent and professional cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right quickly and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.
Purpose of this Complaints Procedure
This procedure is designed to ensure that any customer complaint about Kennington Cleaners is handled fairly, consistently and within reasonable timeframes. It applies to all domestic and commercial cleaning services we provide, including regular cleaning, end of tenancy cleans, deep cleans, and specialist cleaning work.
We treat all complaints seriously, whether they relate to the quality of cleaning, conduct of staff, scheduling issues, billing queries or any other aspect of our cleaning services.
What We Class As a Complaint
A complaint is any expression of dissatisfaction from a customer about our services or our staff, where a response or resolution is expected. Examples include:
Poor cleaning standards or missed areas during a visit.
Damage to property or items allegedly caused during cleaning.
Cleaners arriving late or not attending a scheduled appointment.
Concerns about behaviour, attitude or professionalism of our cleaners.
Issues with invoicing, payments or pricing that you believe are incorrect.
We encourage you to raise issues as soon as possible so that they can be investigated promptly and fairly.
How To Make a Complaint
You can submit a complaint to Kennington Cleaners in the following ways:
Speak to us directly so we can try to resolve the matter informally at the earliest opportunity.
Send your complaint in writing. Written complaints help us keep an accurate record of the issue and our response.
When making a complaint, please provide as much detail as possible, including:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A clear description of what went wrong and how it affected you.
Any photos or notes you may have that support your concern.
What outcome or resolution you are seeking, if you have a preference.
Stage One: Informal Resolution
In many cases, complaints can be resolved quickly and informally. If you raise an issue with us during or shortly after a clean, we will aim to:
Listen carefully to understand the problem.
Offer an immediate explanation where possible.
Arrange a suitable remedy, such as a re-clean of missed areas or another appropriate solution.
If we cannot resolve your complaint immediately, we will move to the formal complaints process.
Stage Two: Formal Complaint and Acknowledgement
When you submit a formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable period of time.
Record your complaint in our internal complaints log.
Appoint a member of our management team to investigate your concerns.
The acknowledgement will confirm that we have received your complaint and outline the next steps in the process, including expected timescales.
Stage Three: Investigation
The appointed manager will investigate your complaint thoroughly and impartially. This may involve:
Reviewing your booking details, cleaning schedule and job reports.
Speaking with the cleaners involved and any supervisors present.
Reviewing any photographs, videos or other evidence supplied.
Assessing whether our policies, standards and procedures were followed.
We may contact you if we require further information or clarification. We aim to complete most investigations within a reasonable timescale, depending on the complexity of the issue.
Stage Four: Response and Resolution
Once the investigation is complete, we will provide you with a written response that includes:
A summary of your complaint and the issues considered.
Details of the investigation carried out.
Our findings and whether your complaint is upheld in full, in part, or not upheld.
Any actions we will take to put things right, which may include a re-clean, partial or full credit, staff retraining, or changes to our procedures.
We aim to ensure that any agreed resolution is implemented promptly and that you are kept informed of progress where necessary.
If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of your complaint or believe it has not been handled fairly, you may request a review. In this case, the complaint will be reconsidered by a senior member of our team who was not directly involved in the original investigation.
During the review, we will reassess the information, consider any new evidence you provide, and decide whether the original outcome should stand or be changed. We will then write to you with a final response.
Time Limits for Raising Complaints
To allow us to investigate thoroughly and fairly, we ask that you raise any complaint as soon as reasonably possible after the issue occurs. For service quality issues such as missed areas or unsatisfactory cleaning, we recommend contacting us within 24 to 48 hours of the clean. This helps us to understand the circumstances and resolve matters effectively.
Our Commitment to Continuous Improvement
Every complaint is an opportunity for Kennington Cleaners to improve. We regularly review complaints data and feedback to identify patterns, staff training needs and areas where our cleaning processes or customer communication can be strengthened. Our goal is to minimise the likelihood of similar issues arising in the future and to maintain high standards across all cleaning services.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with applicable data protection requirements. Information about your complaint will only be shared with those who need it to investigate and resolve the matter. We retain complaint records for an appropriate period to help monitor service quality and fulfil our legal obligations.
Equal Treatment and Fairness
Kennington Cleaners handles every complaint fairly and without discrimination. You will never be treated less favourably or refused service in the future because you have raised a complaint in good faith. Our team is expected to remain courteous, professional and respectful throughout the process, and we ask that customers treat our staff in the same way.
This complaints procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the range of cleaning services we provide.
