Complaints Procedure for Richmond Cleaner

Richmond Cleaner is committed to delivering reliable, high-quality cleaning services and to dealing with any concerns promptly, fairly and consistently. This Complaints Procedure explains how you can raise a complaint about our services, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to provide professional, trustworthy and efficient cleaning services in every home and business we visit. If you are dissatisfied with any aspect of our service, we want to know so that we can put things right, learn from the experience and improve. We treat all complaints seriously and handle them with courtesy, confidentiality and without discrimination.

What Counts as a Complaint

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

Poor quality of cleaning or missed tasks during a visit.

Damage to property or concerns about how equipment or products have been used.

Issues with punctuality, conduct or attitude of cleaning staff.

Problems with bookings, cancellations, billing or payment arrangements.

Any other aspect of our service that you believe has not met reasonable expectations.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or by speaking to a member of our management team. When submitting your complaint, please provide:

Your full name and, where applicable, the service address.

The date and approximate time of the cleaning service or incident.

A clear description of what went wrong and how it has affected you.

Any relevant supporting information, such as photographs or notes.

Any steps you have already taken to resolve the issue with our staff.

Providing as much detail as possible helps us investigate your complaint quickly and thoroughly.

Time Limits for Making a Complaint

We encourage you to let us know about any issues as soon as possible so that we can respond while the details are still fresh and any impact can be minimised. For cleaning quality concerns, we ask that you contact us within 48 hours of the service, wherever possible. We may still consider complaints raised after this timeframe, but it may be more difficult to verify all aspects of the issue.

What Happens After You Complain

Once we receive your complaint, we will follow these steps:

1. Acknowledgement: We will acknowledge your complaint as soon as reasonably possible. Where a response is not immediate, we will confirm that your complaint has been logged for review.

2. Initial Review: A member of our management team will review the information you have provided, including service records and feedback from the cleaning staff involved.

3. Investigation: If needed, we may contact you for further information or clarification. We may also speak to the cleaners who attended, review internal notes or inspect any relevant evidence you have supplied.

4. Response: Once our investigation is complete, we will tell you the outcome, explain any findings and outline the steps we will take to resolve the matter.

Timeframes for Responses

We aim to provide a clear, substantive response to your complaint as quickly as we can. In most cases, we will respond within 10 working days from the date we receive your complaint. If, due to the complexity of the issue, we need longer to complete our investigation, we will inform you of the reason for the delay and provide an estimated timescale for our full response.

Possible Outcomes and Remedies

Where we find that we have not met our service standards, we will seek to provide a fair and reasonable remedy. Depending on the nature of the complaint, this may include one or more of the following:

An apology and explanation of what went wrong.

A rectification clean, where we return to complete or correct the work.

An adjustment or partial refund in line with our terms and conditions.

Changes to internal processes, training or supervision to prevent recurrence.

We will always explain the reasoning behind any remedy offered.

If You Are Not Satisfied With the Outcome

If you are unhappy with the initial outcome of your complaint, you may request that it is reviewed by a more senior member of our team. In your request, please explain why you disagree with our decision or why you feel the proposed remedy is insufficient. We will then carry out a further review and provide a final response, setting out our position and the reasons for it.

Confidentiality and Data Protection

We handle all complaints in confidence. Information you provide will only be shared internally with those who need it to investigate and resolve your complaint. We will store and process your personal data in line with applicable data protection requirements and our privacy practices.

Using Complaints to Improve Our Services

Every complaint is an opportunity for us to improve how we deliver cleaning services. We regularly review complaints to identify patterns, training needs and ways to enhance quality, reliability and customer care. By raising concerns, you help us maintain and improve our standards for all customers.

Review of This Complaints Procedure

Richmond Cleaner keeps this Complaints Procedure under regular review to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or regulatory expectations. The latest version will always apply to any new complaints raised with us.

Contacting Richmond Cleaner

If you wish to raise a complaint or discuss a concern about your cleaning service, please contact our management team using your usual communication channels. We will listen carefully, treat your concerns with respect and work with you towards a fair resolution.