Battersea Cleaner Complaints Procedure

At Battersea Cleaner we aim to deliver reliable, high quality cleaning services on every visit. If something does go wrong, we want to know about it so we can put it right quickly and prevent it from happening again. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and treat every concern as an opportunity to improve our services. Our approach is based on listening carefully, acting promptly and communicating clearly. We will always aim to resolve issues at the earliest possible stage and in a fair and respectful manner.

We will ensure your complaint is handled confidentially, in line with applicable data protection requirements, and only shared with team members who need to know in order to investigate and resolve the matter.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our scheduling, our communication or any aspect of your experience with Battersea Cleaner, whether the issue is large or small. Examples include missed or incomplete tasks, damage or loss of property, poor conduct, late arrivals, or concerns about the way a previous issue was handled.

You can raise a complaint even if you are not sure whether the issue is serious. If something does not feel right about the service you received, we encourage you to let us know.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may contact us by your usual communication channel with Battersea Cleaner or speak to a member of our team directly during a visit. To help us investigate and respond effectively, please provide the following information where possible:

The date and approximate time of the service you are unhappy with

The address where the service was carried out

A clear description of what went wrong or what you are dissatisfied with

The names of any staff members involved, if known

Any supporting information, such as photos or notes about what you discovered after the clean

You can make a complaint as soon as you notice a problem. We recommend raising concerns within a reasonable time of the service, as this helps us investigate more thoroughly and resolve issues more quickly.

Informal Resolution

Where possible, we aim to resolve complaints informally at the first point of contact. This may involve a discussion with our office team or the supervisor responsible for your area. Many issues can be resolved immediately with a clear explanation, a prompt re-clean or other practical solution.

If you are satisfied with the outcome of this informal stage, the complaint will be considered resolved. However, if you remain unhappy or feel your concern has not been fully addressed, you may ask for a formal review.

Formal Complaints Process

If your complaint cannot be resolved informally, or you prefer a more structured approach from the outset, it will be handled as a formal complaint. The steps are as follows:

Acknowledgement: We will acknowledge your complaint, normally within two working days of receiving it. At this stage we may request any additional details needed to understand the issue fully.

Investigation: A manager or senior member of staff not directly involved in the issue will investigate your complaint. This may include speaking to the cleaners who attended, reviewing schedules and notes, and, where appropriate, visiting the property.

Outcome: We will provide you with a written or clearly recorded response explaining the outcome of our investigation. This will include our findings, any actions we have already taken, and any further steps we propose to resolve the matter.

Timescales: We aim to complete our investigation and share an outcome within ten working days of acknowledging your complaint. If more time is needed due to complexity or availability of information, we will let you know and provide an updated timeframe.

Possible Remedies and Outcomes

Where a complaint is upheld, we will seek a fair and reasonable remedy, taking into account the nature of the issue and any inconvenience caused. Depending on the circumstances, this may include one or more of the following:

Arranging a re-clean of specific areas

Offering a partial or full adjustment to your invoice, where appropriate

Providing guidance, training or supervision to the staff involved

Reviewing and improving our internal processes or checklists

Updating your regular cleaning instructions to prevent a repeat of the issue

We will explain clearly what remedy we are offering and why we believe it is appropriate in the circumstances.

If You Are Not Satisfied

If you are unhappy with the outcome of our formal investigation, you may request a further review by a senior manager. At this stage we will consider whether the complaint has been handled in line with this procedure and whether any additional steps are needed. We may ask for more information or clarification to ensure we fully understand your remaining concerns.

After this review, our decision will normally be final within our internal process. We will explain our reasoning clearly and outline any further actions we will take, if applicable.

Using Feedback to Improve Our Service

Every complaint and piece of feedback is logged and reviewed on a regular basis. We look for patterns, recurring issues and opportunities to improve how we plan, deliver and check our cleaning services. This may lead to changes in staff training, supervision, quality control checks, equipment, or how we communicate with clients.

By following this complaints procedure, Battersea Cleaner aims not only to resolve individual issues, but also to strengthen our service for all customers across our cleaning service areas.

Confidentiality and Data Protection

Information you provide as part of a complaint will be kept as confidential as possible and only shared with those who need it to investigate and resolve the issue. We will handle your data in line with relevant data protection laws and retain complaint records only for as long as necessary for legitimate business and legal purposes.

If you have any questions about this complaints procedure or would like clarification before raising a concern, please contact us through your usual Battersea Cleaner communication channel and we will be happy to explain the process in more detail.