Cleaner Bromley Complaints Procedure

Cleaner Bromley is committed to delivering reliable, consistent and professional cleaning services. We recognise that, on occasion, you may feel that the service you received did not meet the standard you expected. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we will take to put things right wherever possible.

Our Commitment to Handling Complaints

We take all complaints seriously and view them as an important opportunity to learn and improve. Our aims when dealing with a complaint are to listen carefully, respond promptly, treat you with respect and courtesy, and reach a fair and reasonable outcome. We will always do our best to investigate your concerns thoroughly and, where appropriate, offer an explanation, apology, or corrective action.

What This Complaints Procedure Covers

This procedure applies to complaints about any cleaning service provided by Cleaner Bromley, including regular domestic cleaning, one-off cleans, end of tenancy cleaning, office and commercial cleaning, and any other related services we offer. It covers concerns about the quality of cleaning, conduct or behaviour of our cleaners, punctuality and reliability, communication and customer service, and billing or charges where these relate directly to our cleaning work.

This procedure does not cover matters that fall outside our services or issues that are already being dealt with through legal proceedings or formal dispute resolution bodies. However, we will still aim to assist you where we reasonably can.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible after the issue arises so that we can address them promptly. You can make a complaint verbally or in writing. Providing clear and detailed information will help us investigate more effectively.

When submitting a complaint, please include your full name, the property or site where the cleaning took place, the date and approximate time of the service, a clear description of the issue, any relevant photographs or supporting information you wish to share, and what you would like us to do to resolve the matter, if you have a preferred outcome in mind.

If you are raising your concern verbally, we may ask you to confirm the details in writing so that we can keep an accurate record of your complaint and our response.

Timeframes for Raising Complaints

We recommend that you notify us of any issues within 48 hours of the cleaning visit or as soon as you reasonably become aware of the problem. Complaints raised promptly are generally easier to investigate and resolve. While we will consider complaints raised after this period, evidence and recollection may be more limited, which can affect the outcome.

How We Will Handle Your Complaint

Once we receive your complaint, we will acknowledge it and begin our review. In most cases, we aim to provide an initial response within five working days. This may be a full reply or a confirmation that we are investigating further and when you can expect a more detailed response.

Our investigation may include reviewing our records of the booking and service, speaking with the cleaner or cleaning team who attended, examining any photos or evidence provided, and, where appropriate, arranging a follow-up visit to assess the issue in person. We will keep your information confidential and handle all details in line with our data protection obligations.

Outcomes and Resolutions

After we have completed our investigation, we will respond to you with our findings and any proposed resolution. Possible outcomes may include an explanation of what happened, an apology where service has fallen below our standards, a re-clean of the affected areas, practical steps to prevent similar issues in future, and, in certain circumstances, a partial or full adjustment to your invoice where we consider it appropriate.

We will always seek to reach a fair and balanced outcome based on the information available, our service terms, and what is reasonable in the circumstances.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you may ask for your complaint to be reviewed at a higher level within Cleaner Bromley. Your case will then be reconsidered by a senior member of our team who was not directly involved in the original investigation, wherever possible.

During this review, we will re-examine the information you have provided, any additional details you wish to submit, and our previous handling of the matter. We will then provide you with a final response, explaining any decision reached and the reasons for it.

Urgent or Serious Complaints

We recognise that some complaints may be of a more serious nature, for example where there are concerns about health and safety, security of your property, or inappropriate conduct. In such cases, we will prioritise your complaint and may take immediate steps, such as suspending a cleaner from attending your property while we investigate, arranging an urgent re-clean to address a health or safety risk, or implementing extra checks or supervision.

We ask that you clearly indicate if you believe your complaint is urgent or serious so that we can respond accordingly.

Using Complaints to Improve Our Services

Complaints play a valuable role in helping Cleaner Bromley maintain high standards. We regularly review complaints data to identify recurring issues, trends or areas where additional training, supervision or process changes are needed. This may include updating our quality control checks, refining our cleaning checklists, or improving how our staff communicate with clients before and after visits.

By following this complaints procedure, we aim to ensure that every concern is treated fairly, consistently and with respect. Your feedback helps us deliver a more reliable and professional cleaning service for all our customers.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve your complaint or to improve our services. We will store and process your personal data in accordance with applicable data protection laws and our privacy practices.

If you have any questions about this complaints procedure or would like clarification on any part of it, you may contact us using your usual communication method with Cleaner Bromley. We will be happy to explain how the procedure works and what you can expect at each stage.