Cleaner Queen's Park Complaints Procedure

Cleaner Queen's Park is committed to delivering reliable, high-quality cleaning services and to dealing with any concerns quickly, fairly, and professionally. This complaints procedure explains how you can raise an issue with us, what you can expect from our team, and how we work to resolve matters to your satisfaction wherever reasonably possible.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to provide a clear and accessible route for customers to tell us when something has gone wrong. We use this process to put things right, where we can, and to learn from problems so we can continually improve our domestic and commercial cleaning services.

This procedure covers complaints about the standard of cleaning, conduct of cleaners, missed or late appointments, communication issues, and any other concerns related to the services supplied by Cleaner Queen's Park.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about the service you have received or expected to receive from Cleaner Queen's Park. Examples include:

• Areas not cleaned to the expected standard
• Damage or suspected damage to your property during a visit
• Missed or significantly delayed appointments
• Concerns about staff behaviour or professionalism
• Issues with booking, billing, or ongoing service arrangements

We encourage you to tell us about any concerns as soon as you notice them so we can investigate while details are still clear and, where appropriate, revisit the property promptly.

How to Make a Complaint

You can make a complaint in the way that feels most comfortable to you. You may raise your concern:

• In person with your cleaner at the time of service, if appropriate
• By contacting our office team to explain the issue
• In writing, giving as much detail as possible about your experience

When submitting a complaint, please provide the following information to help us investigate efficiently:

• Your full name and the address where the cleaning took place
• The date and approximate time of the service
• A clear description of what went wrong or did not meet your expectations
• Any relevant photographs or notes that support your concern
• Your preferred outcome, where you have one

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will record it in our internal system and acknowledge it within a reasonable timeframe. We will confirm that we have your details, clarify any missing information, and outline the next steps.

Stage 2: Investigation

Your complaint will be assigned to a member of our management team, who will review the details carefully. The investigation may include:

• Speaking to the cleaner or cleaning team involved
• Reviewing schedules, job notes, and any relevant photographs
• If appropriate and agreed, arranging a follow-up visit to inspect the property

During this stage, we may contact you to ask further questions or request additional information to ensure we understand your concerns fully.

Stage 3: Response and Outcome

After completing our investigation, we will explain our findings and what we can do to resolve the matter. Depending on the nature of the complaint and the outcome of our review, this may include:

• Providing a re-clean of the affected areas where appropriate
• Offering a partial or full adjustment to your invoice, where justified
• Implementing additional staff training or supervision
• Adapting your cleaning plan or instructions for future visits

We aim to respond as promptly as possible, but complex issues may take longer to review thoroughly. We will keep you informed of our progress if additional time is required.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it be reviewed by a more senior member of the Cleaner Queen's Park management team. In doing so, please confirm why you remain unhappy and what resolution you are seeking.

The reviewing manager will reassess the original investigation, consider any new information you provide, and issue a final response on behalf of the company. While we cannot guarantee that we will always agree with your preferred outcome, we commit to treating your views with respect and providing clear reasons for our decisions.

Timescales and Fair Treatment

We aim to handle all complaints as quickly as reasonably possible. Response times may vary depending on the complexity of the issue and the need to speak with staff, review notes, or arrange inspections. Throughout the process, we will treat you politely and professionally, and we expect the same courtesy in return for our team members.

Raising a complaint will never affect your right to continue receiving services from Cleaner Queen's Park. We welcome feedback because it helps us refine our cleaning methods, staff training, and customer communication for all clients in our service area.

Our Commitment to Continuous Improvement

All complaints are logged and reviewed periodically to identify patterns and opportunities for improvement. We may use insights from complaints to:

• Update our cleaning checklists and quality controls
• Strengthen staff induction and ongoing training
• Improve how we confirm bookings and special instructions
• Enhance our communication with customers before and after visits

By following this complaints procedure, Cleaner Queen's Park aims to maintain high standards, address problems transparently, and build long-term relationships with customers who value dependable, well-managed cleaning services.