Complaints Procedure for Bermondsey Cleaner

Bermondsey Cleaner is committed to providing reliable and consistent cleaning services for homes and businesses. We recognise that occasionally things may not go as expected, and we take all concerns seriously. This complaints procedure explains how you can raise an issue, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We aim to resolve complaints fairly, promptly, and professionally. Every expression of dissatisfaction about our cleaning services, whether domestic or commercial, is treated as an opportunity to review and improve our work. We will always seek to understand what went wrong, put things right wherever possible, and prevent similar issues from recurring.

What Counts as a Complaint

A complaint is any concern that you have about the standard of our cleaning, the conduct of our staff, the way we have delivered a service, or how we have handled a previous query. Examples include missed areas, timing issues, damage to property, communication problems, or dissatisfaction with the way an earlier issue was addressed. You do not need to use the word complaint for your concern to be treated as one.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us verbally or in writing. Providing as much detail as possible will help us investigate effectively. Where you can, please include:

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

The property address where the cleaning took place.

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

The names of any staff involved, if known.

Any photographs or notes that help to explain the issue.

We encourage you to raise your complaint as soon as possible after the event so that we can respond promptly while the details are still fresh.

Initial Acknowledgement

Once you tell us about your complaint, we will acknowledge that we have received it and confirm that it is being reviewed. This acknowledgement will outline the next steps and give an indicative timescale for our investigation. In many cases, we will aim to resolve straightforward issues immediately or within a short period.

Our Investigation Process

Your complaint will be reviewed by a supervisor or manager who is not directly involved in the issue wherever possible. The investigation may include:

Speaking with the cleaning operative or team who attended your property.

Reviewing job notes, service schedules, or checklists related to the visit.

Assessing any photographs, descriptions, or supporting information you have provided.

Where appropriate, arranging a follow-up visit to inspect the area or work in question.

We will always aim to be objective and fair, considering both your account and our internal records before reaching a conclusion.

Timescales for Response

Our goal is to provide a full response to your complaint within a reasonable and clearly communicated timeframe. If the matter is complex or requires additional information, we will keep you updated on progress and let you know when you can expect a further response. We will not leave complaints unresolved without explanation.

Outcome and Resolution

When our investigation is complete, we will explain our findings and any actions we propose to take. Where a complaint is upheld, possible resolutions may include:

Providing a re-clean of the affected areas.

Offering a partial or full credit or adjustment, where appropriate.

Agreeing changes to future cleaning visits, schedules, or instructions.

Taking internal steps such as additional staff training or supervision.

Even if we do not fully agree with every part of your complaint, we will explain our reasoning clearly and look for a fair and practical way forward.

If You Are Not Satisfied

If you feel that your complaint has not been resolved to your satisfaction, you may request that it is reviewed by a more senior member of our team. In doing so, please set out why you remain dissatisfied and what outcome you are seeking. The senior review will consider the original investigation and any new information before providing a final response.

Complaints About Staff Conduct

We expect all members of our cleaning teams to behave professionally, respectfully, and safely at all times. Any complaint relating to staff conduct, behaviour at your property, or adherence to our service standards will be treated with particular care. We may speak directly with the staff member involved, review their work history with us, and, if necessary, put in place corrective measures or disciplinary action in line with our internal policies.

Data Protection and Confidentiality

All complaints are handled in line with our data protection responsibilities. We will only share information related to your complaint with staff members who need it in order to investigate and resolve the issue. Your personal details will never be used for any purpose unrelated to the management of your service and the handling of your complaint.

Using Feedback to Improve Our Services

We regularly review complaints and feedback to identify patterns or areas where our cleaning services can be improved. This may include revising checklists and procedures, updating equipment and materials, refining our training for staff, or adjusting how we schedule and manage cleaning visits across our service area. By raising your concerns, you help us to maintain and enhance the quality and reliability that customers expect from Bermondsey Cleaner.

Continuous Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, accessible, and effective. Changes may be made to reflect legal requirements, industry best practice, or developments in how we deliver cleaning services. The latest version of this procedure will always apply to any complaint you raise with us.

We appreciate every customer who takes the time to tell us when something has gone wrong. Your input is essential in helping Bermondsey Cleaner provide a professional and trustworthy cleaning service throughout our operating area.