Westminster Cleaners Complaints Procedure

Westminster Cleaners is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right quickly and learn from the experience. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our approach to complaints

We treat all complaints seriously and use them as an opportunity to improve our services. Our aim is to resolve most concerns informally, as soon as they arise, but we also offer a clear, structured process if you feel the issue needs a more formal review.

When dealing with any complaint, Westminster Cleaners will follow these principles. We will be approachable and listen carefully to your concern. We will be fair and objective, taking into account all relevant information. We will be timely, aiming to respond within reasonable timescales. We will be transparent, explaining our findings and the reasons for any decisions. We will be focused on solutions, seeking a practical and proportionate outcome.

Scope of this complaints procedure

This procedure applies to complaints relating to our cleaning services, including regular domestic cleaning, one off deep cleans, end of tenancy cleans, commercial cleaning, and specialist cleaning solutions. It covers concerns about service quality, punctuality, staff conduct and communication, adherence to agreed specifications, and health and safety practices during cleaning.

This procedure does not cover matters that are more appropriately dealt with through insurance claims such as accidental damage that must be assessed under our insurance arrangements, disputes that are already the subject of legal proceedings, or issues that fall outside our control such as building faults or third party services. Where a matter falls outside this procedure, we will explain the reasons and, where possible, direct you to a more suitable route.

Raising an informal concern

Many issues can be resolved quickly by speaking directly with the cleaner on site, or with our office team soon after the service. If you are unhappy with any aspect of your clean, we encourage you to contact us as soon as possible, ideally within 24 to 48 hours of the service taking place. This allows us to investigate while events are still fresh and, where appropriate, arrange a prompt remedy such as a re clean of missed areas.

When you raise an informal concern, please provide your name and service address, the date and approximate time of the clean, a clear description of the issue, and any supporting information such as photographs of missed areas or damage, where relevant. Our team will listen to your concern, gather any necessary details, and agree the next steps with you. Many issues can be resolved at this stage without needing to move to a formal complaint.

Making a formal complaint

If you feel that your concern has not been resolved informally, or the matter is more serious, you may make a formal complaint. To help us investigate thoroughly and fairly, please set out your complaint clearly and provide as much detail as you can. Include your full name and contact details, the property or premises where the service was delivered, dates and times of the service and any previous discussions, a description of what went wrong and how it has affected you, and what outcome or resolution you are seeking.

Once a formal complaint is received, we will acknowledge it and begin our investigation. We may contact you to clarify any points or to request further information. We may also speak with the cleaning team or supervisor involved and review any records relating to your booking, including job notes and quality checks.

How we investigate and respond

Our aim is to complete an initial review of your complaint within a reasonable time. More complex matters may take longer, but we will keep you informed of our progress. During the investigation we will consider all information fairly, look at what was agreed before the clean took place, assess whether our service met our usual standards and your specific instructions, and take into account any mitigating factors such as access restrictions or site conditions.

When the investigation is complete, we will provide a clear response setting out a summary of your complaint and the issues investigated, what we found and what evidence we relied upon, whether we uphold the complaint in full, in part, or not at all, and any actions we propose to take. Possible outcomes may include an apology and explanation, a corrective visit to address missed tasks where appropriate, service adjustments for future appointments, staff training or supervision measures, or, in some cases, a goodwill gesture or partial refund where justified.

Escalation and further review

If you remain dissatisfied after receiving our formal response, you may request a further review. When doing so, please explain which aspects of the decision you disagree with and why, and provide any additional information you feel has not been considered. A manager not previously involved in the matter will usually carry out this review where possible, to ensure an additional level of independence and objectivity.

After the escalation review, we will write to you with our final position and the reasons for it. At this stage we will explain whether any further internal steps are available. We are committed to dealing with all complaints courteously and to learning from feedback to improve our domestic and commercial cleaning services.

Your responsibilities when making a complaint

To help us handle your complaint efficiently, we ask that you raise issues as soon as reasonably possible after the service, treat our staff with respect and allow them to carry out their investigation, provide accurate information and keep any relevant records, such as booking confirmations and photographs, and cooperate with reasonable requests, such as allowing access for an inspection or re clean. We may not be able to fully investigate complaints made after a significant delay, particularly where no evidence is available or circumstances have materially changed.

Continuous improvement

Westminster Cleaners reviews complaints data regularly to identify patterns and areas where our service can be improved. This may include additional staff training, changes to our cleaning checklists, adjustments to scheduling or supervision, or enhancements to our communication with clients. By following this complaints procedure, we aim not only to resolve individual issues but also to strengthen the overall reliability and quality of our cleaning services in the communities we serve.