Chelsea Cleaners Complaints Procedure

Chelsea Cleaners is committed to providing reliable, professional cleaning services and a positive experience for every client. When something goes wrong, we want to know about it so we can put things right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We treat all complaints seriously and aim to resolve them quickly, fairly and transparently. We will always handle your complaint with courtesy and respect, keep your information confidential, and use the feedback to improve both our domestic and commercial cleaning services.

Whenever possible, we aim to resolve issues at the earliest opportunity, ideally as soon as you raise them with us. If this is not possible, we will follow the formal steps set out below.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our cleaning services, our staff, our communication, or any aspect of the customer experience provided by Chelsea Cleaners.

Examples of complaints include, but are not limited to:

Missed or incomplete cleaning tasks during a visit.

Concerns about conduct, attitude or professionalism of our cleaning team.

Damage to property or belongings allegedly caused during a clean.

Issues with scheduling, timekeeping, access or cancellations.

Disputes regarding prices, invoices or agreed service specifications.

You do not need to use any special language or form for your concern to be treated as a complaint.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may:

Speak directly with the cleaner on site, if you feel comfortable doing so, for minor or immediate issues.

Contact our office team to raise your concern and request a review of the service.

Send a written complaint, providing details of what happened and the outcome you are seeking.

To help us investigate your complaint thoroughly and efficiently, please provide the following information where possible:

Your full name and service address.

The date and approximate time of the cleaning visit or incident.

A clear description of the issue and how it has affected you.

Any relevant evidence, such as photographs, notes or reference numbers.

Whether this is the first time you are raising the concern or a follow-up.

Stage One: Initial Response and Informal Resolution

We encourage you to raise any concerns as early as possible, preferably within a short time of the cleaning visit. This helps us respond promptly and fairly.

Once your complaint is received at Stage One:

We will acknowledge your complaint and record it in our internal system.

We will usually respond within a reasonable timeframe, explaining how we plan to address the issue.

We may ask for further details or evidence to understand the situation clearly.

Where appropriate, we will offer a practical solution. This may include a return visit to rectify missed work, a revised cleaning plan, staff retraining, or another remedy that is proportionate to the issue.

Our aim at Stage One is to resolve most complaints quickly and informally, to your reasonable satisfaction.

Stage Two: Formal Investigation

If you are not satisfied with the outcome at Stage One, or if the issue is more serious, you may request that your complaint is escalated for a formal investigation.

At Stage Two:

A senior member of the Chelsea Cleaners team will review your complaint independently of those directly involved in the service delivery.

We will review all relevant information, including staff notes, schedules, photographs and any other evidence you provide.

We may contact you to clarify details, discuss your concerns and better understand the impact of the issue.

Once the investigation is complete, we will provide a written response setting out our findings, any conclusions we have reached, and any actions we will take as a result. This may include service corrections, goodwill gestures, or internal improvements to our cleaning procedures and training.

Timeframes for Handling Complaints

We aim to handle complaints within reasonable and proportionate timeframes. While exact timescales may vary depending on the complexity of the matter, we will:

Acknowledge receipt of your complaint within a reasonable period.

Seek to resolve straightforward issues as soon as possible at Stage One.

Provide updates if an investigation takes longer than initially expected, especially in cases involving property damage or complex service disputes.

Keep you informed of the final outcome and any next steps.

Escalation and Further Steps

If, after receiving our Stage Two response, you still feel that your complaint has not been handled fairly or reasonably, you may request a further review by a senior manager within Chelsea Cleaners. In such cases, we will consider any new information and confirm whether our original decision will stand or be amended.

We are committed to resolving matters directly with our clients wherever possible. Where appropriate, you may also seek independent advice regarding your consumer rights.

Recording and Using Complaint Information

All complaints are recorded securely by Chelsea Cleaners. We use this information to:

Identify patterns or recurring issues within our domestic and commercial cleaning services.

Improve staff training, supervision and quality control processes.

Review our procedures, policies and service standards.

We treat your personal information in line with our approach to privacy and only share details internally on a need-to-know basis for the purposes of investigating and resolving your complaint.

Respectful Behaviour

Our team members have the right to work without abuse, threats or harassment. We understand that complaints often arise from frustration or disappointment, and we always aim to respond professionally and calmly. In return, we ask that clients communicate with us in a respectful manner while we work to resolve their concerns.

Continuous Improvement

Chelsea Cleaners views complaints as an important source of feedback that helps us maintain and improve the quality of our cleaning services. By following this Complaints Procedure, we aim to resolve issues fairly while continually enhancing the standards and reliability our clients expect.