Brentford Cleaners Complaints Procedure

Brentford Cleaners is committed to providing reliable, professional cleaning services for homes and businesses. We understand that, on occasion, our service may fall short of expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to You

We aim to handle all complaints fairly, transparently and as quickly as possible. Every complaint is treated seriously and is used as an opportunity to review and improve our cleaning services, staff training and operational standards.

We will always strive to:

Respond promptly to your concerns, keep you updated throughout the process, treat you with courtesy and respect, investigate your complaint thoroughly, and offer a clear outcome with reasons for our decision.

What This Procedure Covers

This Complaints Procedure applies to all cleaning services carried out by Brentford Cleaners, including regular domestic cleaning, one off deep cleans, end of tenancy cleaning, office cleaning, and specialist cleaning services where applicable.

You may use this procedure to raise concerns about the standard of cleaning, conduct or behaviour of our staff while on site, adherence to agreed schedules or instructions, administration and booking errors, and health and safety concerns relating to our work.

This procedure is not intended for general enquiries, booking requests or routine changes to your service. Those should be raised through our usual customer service channels.

How to Make a Complaint

You can submit a complaint in writing or verbally. Written complaints help us keep an accurate record, but we will accept complaints by any reasonable method.

When raising a complaint, please provide the following information where possible so that we can investigate effectively: your full name and the address where the cleaning took place, the date and approximate time of the clean, a clear description of the issue, including which areas or items are involved, any relevant photographs or notes that help illustrate the problem, and details of any conversation you have already had with our staff about the issue.

Time Limits for Complaints

We encourage customers to raise any concerns as soon as possible, ideally within 48 hours of the cleaning visit. This allows us to investigate while events are still recent and, where appropriate, to inspect the property under similar conditions.

Complaints raised later than this will still be considered, but our ability to verify details and offer certain remedies may be reduced.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and allocate it to an appropriate member of our management team.

We aim to acknowledge all complaints within two working days. This acknowledgement will confirm that we have received your complaint, explain who will be handling it, and provide an estimated timeframe for our investigation and response.

Stage Two: Investigation

The person handling your complaint will carry out a fair and proportionate investigation. Depending on the nature of the issue, this may include reviewing your booking details and service records, speaking with the cleaners who attended your property, requesting additional information or clarification from you, and arranging a follow up visit where necessary to inspect the work.

We aim to complete our investigation and send you a full response within ten working days of acknowledging your complaint. If for any reason we need more time, we will explain why and provide a revised timescale.

Stage Three: Outcome and Resolution

Once the investigation is complete, we will contact you with the outcome. Our response will summarise the complaint, outline the steps we took to investigate, confirm our findings and whether your complaint is upheld in full, in part, or not upheld, and set out any remedies or actions we propose.

Where your complaint is upheld, possible resolutions may include arranging a re clean of specific areas, providing a partial or full credit on your account where appropriate, offering a refund in line with our terms and conditions, or taking additional staff training or disciplinary action internally.

Any remedy offered will be reasonable and proportionate to the issue identified.

If You Are Unhappy with the Outcome

If you do not agree with our decision at Stage Three, you may request an internal review. Your request should explain why you remain dissatisfied and specify any information you believe has not been considered.

An alternative manager, not involved in the initial investigation, will review the handling of your complaint, the evidence considered and the decision reached. We aim to complete this review within ten working days and will then issue a final response.

Persistent or Unreasonable Complaints

We will always seek to resolve complaints constructively. However, where a customer behaves in a threatening, abusive or persistently unreasonable manner, Brentford Cleaners reserves the right to limit or cease contact, and in serious cases, to withdraw services. Any such decision will be taken carefully and only after attempts to manage the situation have been made.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with staff members who need it to investigate and respond. We process any personal data in accordance with applicable data protection laws and our privacy practices.

Using Feedback to Improve Our Services

Every complaint, whether upheld or not, is recorded and monitored. Brentford Cleaners regularly reviews complaint trends to identify areas for improvement in our cleaning practices, quality checks, staff supervision and customer communication. Our goal is to reduce the likelihood of similar issues reoccurring and to continually improve the standards of cleaning services we provide across our service area.

Review of This Complaints Procedure

Brentford Cleaners reviews this Complaints Procedure periodically to ensure it remains clear, effective and in line with best practice in the cleaning industry. Any updates will apply to future complaints and will be made available on this page.