Complaints Procedure at Colliers Wood Cleaners
Colliers Wood Cleaners is committed to providing reliable, high quality cleaning services for homes and businesses. We understand that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to Handling Complaints
We treat every complaint seriously and use feedback to improve our cleaning standards, staff training and customer care. Our aims are to acknowledge concerns promptly, investigate them fairly, and resolve them as quickly as possible. Wherever we identify that we have not met our usual standards, we will seek to put matters right and prevent similar issues from arising in future.
Scope of This Complaints Procedure
This procedure covers complaints related to our domestic and commercial cleaning services, including regular cleans, one-off deep cleans, end of tenancy cleans and specialist cleaning work. It applies to issues such as punctuality, conduct of staff, quality of cleaning, damage to property and communication. This procedure does not cover general enquiries, requests for quotes or routine rescheduling of appointments.
How to Raise a Complaint
If you are unhappy with any aspect of our cleaning services, we encourage you to raise your concern as soon as possible so that we have the opportunity to investigate and put things right. You may raise a complaint verbally or in writing, using any of our usual contact channels. When raising a complaint, please provide the following information to help us deal with it efficiently:
The name the booking was made under, the property address where the service took place, the date and approximate time of the clean, a clear description of what went wrong and how this affected you, and any supporting information, such as photos of missed areas or damage where applicable.
Where you raise a complaint verbally, we may ask you to confirm details in writing so that we have an accurate record for our investigation.
Timescales for Making a Complaint
To allow us to properly investigate concerns about the quality of cleaning, we ask that you contact us as soon as reasonably possible, and preferably within 48 hours of the clean taking place. Complaints raised later than this may be more difficult to verify in full, but we will always review the circumstances and respond fairly.
What Happens After You Make a Complaint
Once you have raised a complaint, the following steps will usually apply.
First, acknowledgement. We will record your complaint and aim to acknowledge it within a reasonable period, normally within two working days. This acknowledgement will confirm that we have received your concern and are beginning our review.
Second, investigation. A member of our management team will review the details of your complaint. This may include checking our booking records, reviewing notes from the cleaners, speaking to the cleaning team involved, and asking you for further information or clarification if something is unclear.
Third, resolution. Following our investigation, we will provide you with a response explaining our findings, any steps we have already taken, and any actions we propose to resolve the matter. We aim to provide a full response within ten working days, although more complex cases may take longer. If further time is required, we will inform you.
Possible Outcomes and Remedies
Where our investigation shows that our service has fallen below our normal standards, we will seek to offer a fair remedy. Depending on the circumstances, this may include an apology with an explanation of what went wrong, arranging a re-clean of specific areas or of the full property where appropriate, making adjustments to an invoice or issuing a partial credit, and addressing any staff issues through further training or performance management.
In cases where we do not agree that the service was below the agreed standard, we will explain our reasons clearly and share any relevant information that informed our decision.
Escalating a Complaint
If you are not satisfied with the outcome of your complaint or believe it has not been handled in line with this procedure, you may request that it is escalated for a further review by senior management. When requesting an escalation, please explain which aspects of the response you remain unhappy with and what outcome you are seeking.
The escalated review will focus on whether the original investigation was fair, thorough and in line with this procedure. Once the review is complete, we will provide a final response. After this stage, we may not be able to consider further correspondence on the same issue unless new and relevant information is provided.
Fairness, Confidentiality and Data Protection
We are committed to handling complaints impartially and with respect for all parties involved. Complaints are treated as confidential and are only shared within our organisation where necessary to investigate and respond. Any personal data collected during the complaints process is handled in accordance with our data protection obligations.
Using Complaints to Improve Our Service
Complaints and customer feedback are regularly reviewed by our management team. Where we identify recurring issues, we use this information to improve our cleaning processes, on-site supervision, quality checks, staff training and customer communication. Our aim is to learn from every complaint so that customers across our service area benefit from higher and more consistent standards.
Amendments to This Complaints Procedure
Colliers Wood Cleaners may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or any relevant regulatory guidance. The current version will always apply to how we handle your complaint at the time it is made.
If you have any questions about this procedure or would like help in raising a complaint, please contact our customer care team using our usual contact details.
