Complaints Procedure for Balham Cleaners

Balham Cleaners is committed to providing reliable, professional cleaning services for homes and businesses. We recognise that occasionally things may not go as planned, and we welcome all feedback, including complaints, as an opportunity to improve our services. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair, and transparent process for dealing with complaints about any aspect of our cleaning services. It applies to all customers, whether you use us for regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, office or commercial cleaning, or any other service we provide.

We aim to resolve most concerns quickly and informally, but where this is not possible, this procedure sets out a structured process for more formal complaints.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication, or the way in which we have handled a previous query. Examples include:

Service quality not meeting what was agreed, such as missed areas during a clean or inconsistent standards.

Issues with punctuality, such as cleaners arriving very late or not attending a booked appointment without adequate notice.

Concerns about the behaviour, professionalism, or attitude of our cleaning staff or office team.

Problems with bookings, schedules, or changes to services that were not clearly communicated.

Billing concerns, including incorrect charges or confusion over quoted prices.

If you are unsure whether an issue counts as a complaint, you are still encouraged to raise it so we can assist you.

How to Raise a Complaint

You can raise a complaint verbally or in writing. We recommend providing it in writing where possible so that there is a clear record of the issue and timeline. When making a complaint, please include:

Your full name and, if applicable, the property or business address where the service took place.

The date and time of the service, and any relevant booking reference you may have.

A clear description of what went wrong, including specific areas of concern, such as rooms not cleaned, services not delivered, or conduct issues.

Any supporting information, such as photos of areas you are unhappy with or notes from previous conversations with our team.

Your preferred outcome, for example a re-clean, clarification of charges, or a review of a staff member’s conduct.

Timescales for Raising a Complaint

To help us investigate thoroughly, we request that complaints about a specific cleaning visit are raised as soon as reasonably possible. In most cases, this will be within 48 hours of the service taking place, as this allows us to review the condition of the property and speak to the relevant cleaner or team while events are still fresh in mind.

Complaints raised after a longer period may still be considered, but our ability to investigate and provide a practical remedy may be limited.

How We Handle Your Complaint

Once we receive your complaint, it will be logged and assigned to an appropriate member of our management team for review. We aim to handle all complaints in a professional, respectful, and impartial manner.

Initial acknowledgement: We will acknowledge your complaint and confirm that it is being investigated. Where possible, we will provide an estimated timeframe for our response.

Investigation: We may speak with the cleaner or team involved, review booking records, schedules, and any relevant notes, and, where appropriate, request additional information from you.

Outcome: After our investigation, we will provide you with a clear response explaining our findings, any action we have already taken, and any further steps we propose to resolve the matter.

Response Times

Our target is to provide an initial acknowledgement promptly and a detailed response within a reasonable timeframe. While complex issues may take longer, we aim to provide a full written or verbal response within 10 working days of receiving your complaint.

If we are unable to provide a full response within this timeframe, we will inform you of the reason for the delay and provide an updated timescale.

Possible Outcomes and Remedies

Depending on the nature and findings of the complaint, outcomes may include one or more of the following:

A sincere apology and explanation of what went wrong.

A re-clean of specific areas or the whole property where service quality was not as agreed, subject to our terms and conditions.

A review of our internal procedures, staff training, or supervision where improvements are required.

Clarification or correction of any errors in billing, including adjustments if appropriate.

In some cases, we may conclude that the service was delivered in line with our obligations, and no further action is required. We will always explain the reasons for our decision.

Escalating Your Complaint

If you are unhappy with the outcome of your complaint or feel it has not been handled fairly, you may request that the matter is reviewed by a more senior member of our management team. When you do so, please explain why you are dissatisfied with the initial response and what outcome you are seeking.

The reviewing manager will look again at the details of your complaint, the steps taken so far, and any additional information you provide. They will then issue a final response, explaining whether the original decision is upheld, altered, or overturned, and what, if any, further action will be taken.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them without discrimination or prejudice. We will never penalise or treat a customer less favourably because they have raised a complaint. Feedback from complaints is regularly reviewed so we can identify patterns, improve our cleaning processes, update staff training, and strengthen our customer service across all areas we serve.

By following this complaints procedure, Balham Cleaners aims to resolve issues promptly, learn from your experience, and continue to provide a high standard of cleaning and customer care.