Complaints Procedure

Brompton Cleaner Complaints Procedure

At Brompton Cleaner we are committed to delivering reliable and consistent cleaning services. We recognise that sometimes things may not go as planned and you may wish to raise a concern or complaint. This complaints procedure explains how you can tell us about a problem, how we will respond, and the steps we will take to resolve issues fairly and transparently.

Our Commitment To You

We aim to provide a professional and courteous service to all clients in our service area. When a complaint is made, we will treat it seriously and use it as an opportunity to put things right and improve our standards. We are committed to handling every complaint in a way that is prompt, respectful, and unbiased.

We will always seek to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Investigate the matter thoroughly and objectively.

Provide a clear explanation of our findings and any actions we will take.

Use feedback to improve staff training, procedures, and service quality across our cleaning operations.

What Counts As A Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about our cleaning services or how they have been delivered. This can include concerns about:

The quality or standard of cleaning provided.

The conduct, behaviour, or professionalism of our cleaners.

Attendance issues, such as missed or late appointments.

Damage to property or items allegedly caused during cleaning.

Communication, including clarity of information, scheduling, or billing concerns.

If you are unsure whether your concern is a complaint, we encourage you to raise it with us so we can address it appropriately.

How To Make A Complaint

You can make a complaint in the way that is most convenient for you. You may speak to us in person during a visit, or contact our office in writing. When raising a complaint, please provide as much detail as you can, including:

Your full name and the address where the cleaning service took place.

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

A clear description of what happened and why you are dissatisfied.

Any photographs or notes that may help explain the issue.

What outcome or resolution you are seeking, if you have a preference.

We encourage you to raise complaints as soon as possible after the event, so that the details are fresh in everyone’s mind and we can investigate effectively.

Stage One: Initial Response

Upon receiving your complaint, we will record it in our internal system and acknowledge receipt. We aim to acknowledge all complaints within a reasonable timeframe. A member of our team will review the information provided and may contact you to clarify points or request further details.

Where possible, we will seek to resolve straightforward issues quickly at this stage, for example by arranging a re-clean, correcting an error, or providing a clear explanation. If the matter requires more in-depth investigation, it will move to the next stage.

Stage Two: Investigation And Outcome

More complex or serious complaints will be investigated by a senior member of staff who is not directly involved in the events you are complaining about. The investigation may include:

Reviewing our records, schedules, and checklists relating to the visit.

Speaking with the cleaner or cleaning team assigned to the job.

Reviewing any photographs, written notes, or other evidence provided.

Considering any relevant policies, training, or health and safety procedures.

Following the investigation, we will provide you with a written response setting out:

A summary of your complaint.

What we have done to investigate the matter.

Our findings and conclusion.

Any steps we have taken, or propose to take, to resolve the issue and prevent recurrence.

Possible outcomes may include an apology, corrective work, a service review, changes to internal procedures, additional staff training, or other appropriate remedies.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage Two, you may request that your complaint is reviewed again at a higher level within the company. This review will consider whether the original investigation was thorough and fair and whether the decision reached was reasonable in light of the evidence.

During this stage, we may ask you to set out why you remain dissatisfied and whether there is any additional information you would like us to consider. We will then provide a final response explaining our position and any further actions we will take, if appropriate.

Timescales

We aim to handle complaints as promptly as possible while allowing time for a proper investigation. Response times may vary depending on the nature and complexity of your complaint, but our general approach is:

To acknowledge receipt of your complaint within a reasonable timeframe.

To complete our investigation and provide a detailed response within a further reasonable period.

If we are unable to meet these timescales for any reason, we will keep you informed and explain the reasons for any delay.

Confidentiality And Data Protection

All complaints will be handled in confidence and in line with data protection requirements. Information about your complaint will only be shared with staff who need it in order to investigate and respond. We will store records of complaints securely and retain them only for as long as is necessary for business and legal purposes.

Using Complaints To Improve Our Service

Feedback and complaints are an important part of how Brompton Cleaner maintains high cleaning standards across the areas we serve. We regularly review complaint records to identify patterns or recurring issues. Where needed, we may update our training, supervision, or quality control processes to prevent similar issues in future.

By following this complaints procedure, we aim to resolve problems fairly and efficiently, restore your confidence in our services, and continue improving the way we deliver cleaning for our clients.