Kennington Cleaners Complaints Procedure

Kennington Cleaners is committed to providing reliable, professional cleaning services and to dealing fairly and promptly with any concerns that may arise. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage of the process.

Our Commitment to Handling Complaints

We recognise that, on occasion, things may not go as planned. When this happens, we see it as an opportunity to put things right and improve our services. We aim to handle every complaint in a manner that is fair, transparent, and respectful. We will listen carefully, investigate thoroughly, and respond within reasonable timeframes.

All complaints are treated seriously, whether they relate to domestic or commercial cleaning, one-off or regular visits, or any associated service we provide.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or our procedures, where a response or resolution is expected. Complaints may relate to, for example, the quality of cleaning, conduct or behaviour of cleaners, punctuality or missed appointments, damage or loss of property, or communication and administration issues such as bookings, access, or billing.

We welcome complaints raised constructively and will never treat you unfavourably for speaking up. Raising a concern helps us maintain and improve our standards.

Raising a Complaint

You can raise a complaint verbally or in writing. Wherever possible, we encourage you to raise any issue as soon as you become aware of it, ideally within a short time of the cleaning visit. This allows us to investigate more effectively and, where appropriate, to inspect the work and speak with the cleaning team while details are still fresh.

When you contact us with a complaint, please provide as much relevant information as you can, such as your full name, service address, date and time of the cleaning visit, type of service booked, clear details of what went wrong, and any supporting information, for example photographs of missed areas or damage.

Providing full information at the outset helps us to investigate quickly and respond in a way that properly addresses your concerns.

How We Acknowledge and Assess Complaints

Once your complaint is received, we will acknowledge it and record it in our internal system. We will review the information you have provided and may contact you to clarify points or request further details if needed. We aim to acknowledge complaints within a reasonable period and to keep you informed of our progress.

Depending on the nature and seriousness of the complaint, we may speak with the cleaners who attended your property, review schedules and job notes, and, where appropriate, request or review photographs and any relevant documentation. Our priority is to establish a fair account of what happened.

Investigation and Resolution Process

Our investigation will be proportionate to the nature of the complaint. For issues concerning service quality, we may review checklists, discuss the job with the cleaning team, and, if needed, arrange a follow-up visit to inspect the work. For complaints relating to staff conduct, we will follow our internal HR procedures, which may include supervision, retraining, or other appropriate measures.

When we have completed our investigation, we will explain our findings to you in clear terms. If we agree that the service you received did not meet our standards, we will propose a suitable form of resolution. Depending on the circumstances, this may include a re-clean of specific areas, a partial or full adjustment of charges, or other practical steps to address the issue.

Where we conclude that the service was delivered as agreed, we will explain the reasons for our decision and, where helpful, provide guidance on how we can better align expectations for any future visits.

Timeframes for Responding

We aim to deal with complaints as rapidly as possible, while ensuring that our investigation is thorough. In most cases, we aim to provide a full response within a reasonable period from the date we receive your complaint. More complex complaints, for example those involving alleged damage or multiple visits, may require additional time. If we need more time, we will let you know and provide an indication of when you can expect an update.

Follow-up and Escalation

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed again. In such cases, where possible, a different senior member of our team will reassess the information, consider any additional details you wish to provide, and decide whether the original response should be upheld or varied.

We will then communicate our final position on the matter. While we may not always be able to agree with your preferred resolution, we are committed to giving clear, reasoned explanations and to treating all customers with courtesy throughout the process.

Service Improvements Based on Complaints

We review complaints on a regular basis to identify any recurring issues or patterns. This helps us improve training, refine our cleaning checklists, review supervision practices, and update our systems and processes. Our goal is to reduce the likelihood of similar concerns arising in future and to maintain consistent standards across all the areas we serve.

Feedback, including complaints, forms an important part of our quality control. By examining where things have gone wrong, we can better focus our efforts on delivering dependable, high-quality cleaning services on every visit.

Respect, Confidentiality and Fairness

We expect all parties involved in a complaint to be treated with respect. Our team members will not tolerate abusive, threatening, or discriminatory behaviour, and we will always strive to keep communication professional and constructive.

All complaints are handled in confidence, and information is shared only with those who need it in order to investigate and resolve the issue. We comply with applicable data protection requirements and take care to protect your personal information.

Review of This Complaints Procedure

Kennington Cleaners reserves the right to review and update this Complaints Procedure from time to time to reflect changes in our services, internal policies, or applicable requirements. Any updated procedure will apply to complaints raised after the date of the revision.

We value your custom and the trust you place in us. If you have any concerns about our cleaning services, we encourage you to contact us so that we have the opportunity to put things right and continue to improve the way we work.