Complaints Procedure for Cleaner Enfield

Cleaner Enfield is committed to providing reliable, high quality cleaning services. We recognise that occasionally things may not go as planned, and we value the opportunity to put matters right. 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 use them to improve our domestic and commercial cleaning services. Our aims are to:

Respond promptly, politely and fairly to every complaint we receive.

Investigate what went wrong and explain our findings clearly.

Put things right where we have made a mistake or fallen below our standards.

Learn from feedback to prevent similar issues in the future.

What This Procedure Covers

This procedure applies to any dissatisfaction with Cleaner Enfield services, including but not limited to:

Quality of cleaning work carried out at your property.

Conduct, behaviour or attitude of our cleaners or representatives.

Scheduling, punctuality, or missed appointments.

Administration, billing, or communication issues.

You may raise a complaint whether you are a regular client or have used our services on a one off basis.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us resolve your concern as quickly as possible, please provide:

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

The date of the service and, if known, the time and team that attended.

A clear description of what went wrong or what you are unhappy about.

Any steps already taken to raise the issue with our staff on site.

Any supporting information, such as photographs or notes, if available.

We encourage you to raise any issues as soon as possible after the service so that we can investigate effectively and, where relevant, revisit the property while the situation is still recent.

Stage One: Initial Resolution

When we receive your complaint, we will log it and aim to acknowledge it within two working days. At this first stage, our focus is on quick and practical resolution. We may:

Contact you to clarify details of your complaint.

Speak with the cleaning team or staff involved.

Review job notes, schedules and any available evidence.

Where appropriate, offer a follow up clean, correction of missed areas, or another form of practical remedy.

We will normally provide a response within ten working days. If we need more time due to the complexity of the issue or staff availability, we will let you know and explain the reason for the delay.

Stage Two: Further Review

If you are not satisfied with the outcome at Stage One, you can ask for your complaint to be reviewed at a higher level within Cleaner Enfield. At this stage, a manager who was not directly involved in the original handling of your complaint will review:

The details of your original complaint.

The investigation carried out and the response provided.

Any further information or comments you wish to add.

We will aim to acknowledge your request for a review within three working days and provide a full written response within fifteen working days. This response will explain:

What we have reviewed and considered.

Whether we uphold your complaint in full, in part, or not at all.

Any further actions, remedies, or changes we will make.

Stage Three: Final Position

If, after the Stage Two review, you still feel that your complaint has not been handled fairly or reasonably, you may write to us to outline your remaining concerns. We will treat this as a request for a final position review by senior management.

During this final stage, we will:

Reassess the information already gathered.

Consider any further comments you provide.

Confirm whether our previous decision is maintained or varied.

We will aim to issue our final position within twenty working days. Once this has been sent, our internal complaints process will be considered exhausted, though we will still welcome constructive feedback for future improvement.

Time Limits

To ensure we can investigate effectively, we ask that you raise any complaint within three months of the service date. Complaints raised after this period may be more difficult to investigate in full, but we will still review what information is available and respond as fairly as possible.

Confidentiality and Data Handling

All complaints will be handled sensitively and in line with applicable data protection requirements. Information you provide will only be shared with staff who need it to investigate and resolve your complaint. We may retain records of your complaint and our response for quality assurance, training, and regulatory purposes.

Unreasonable or Abusive Behaviour

We recognise that making a complaint can be stressful, and we treat all customers with respect and courtesy. In return, we ask that our staff are treated the same way. Cleaner Enfield may restrict or cease communication where behaviour is abusive, threatening, or repeatedly unreasonable. Any such decision will be considered carefully and documented.

Using Complaints to Improve Our Cleaning Services

Your feedback helps us raise standards across our cleaning services. We regularly review complaint trends to identify training needs, update our procedures, and improve service quality. By following this Complaints Procedure, you help us ensure that future visits to homes and workplaces are as professional, reliable and efficient as possible.