Complaints Procedure

Complaints Procedure for Ilford Cleaner

Ilford Cleaner is committed to providing reliable, consistent, and professional cleaning services. We recognise that occasionally things can go wrong, and when they do, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to resolve any issues fairly and promptly.

Our Commitment to Handling Complaints

We aim to deal with all complaints in a transparent, accessible, and timely way. Every complaint is taken seriously and treated with courtesy and respect. Our goals are to understand what went wrong, correct any problems as quickly as possible, keep you informed throughout, and use what we learn to improve our cleaning services across our service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, charges, or how we have handled a previous query. You may complain if you feel our service did not meet agreed standards, a cleaner behaved in an unprofessional manner, we failed to attend an appointment without reasonable notice, or we did not follow through on what was promised.

You do not need to use any special wording to make a complaint. If you tell us you are unhappy and would like us to look into something, we will treat this as a complaint and follow this procedure.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or speak to us directly. When you contact us, please provide the following information so we can investigate effectively:

The name the booking was made under, the service address, the date and approximate time of the cleaning service, a clear description of what went wrong or what you are unhappy about, and any supporting details that may help us understand the situation, such as photos or a list of missed tasks.

We encourage you to make your complaint as soon as possible after the issue occurs. This helps us respond quickly and gives us the best opportunity to put things right, particularly for regular or end of tenancy cleans where timing is important.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a member of our team for review. We will normally acknowledge your complaint within a reasonable timeframe, confirming that we have received it and are investigating.

During this stage we may contact you to clarify details, request further information, or ask for permission to visit the property if this is necessary to understand the issue, for example to inspect areas you believe were not cleaned to an acceptable standard.

Stage Two: Investigation and Response

We will investigate your complaint by reviewing the booking details, discussing the matter with the cleaner or team involved, and considering any evidence you have provided. Our aim is to reach a fair and balanced view of what happened.

After the investigation is complete, we will provide you with a response explaining our findings. Wherever possible, we will outline:

What we understand the problem to be, what we have found during our investigation, any factors that may have contributed to the issue, and what we propose to do to resolve the matter.

Depending on the circumstances and our terms and conditions, this may include offering a re-clean of specific areas, adjusting future booking instructions, providing staff training, or taking other appropriate steps to correct the problem.

Stage Three: Further Review

If you are not satisfied with our response at Stage Two, you may request a further review. In this case, your complaint will be looked at by a more senior member of our team who was not directly involved in the original investigation where possible.

We may contact you again to discuss your concerns in more detail and to ensure we fully understand why you remain dissatisfied. Following this review, we will write to you with our final position, explaining any additional findings and whether any further action will be taken.

Timescales

We aim to handle complaints as quickly as is reasonably possible. Actual timescales may vary depending on the complexity of the issue, the need to speak with cleaning staff, and whether a site visit is required. If we anticipate that our investigation will take longer than usual, we will keep you informed and update you on progress.

Fair Treatment and Confidentiality

We will treat you fairly and with respect throughout the complaints process, and we expect the same in return for our staff. Making a complaint will not affect your right to continue using our cleaning services in the future. We do not discriminate against any customer who raises a concern or complaint in good faith.

Your complaint and any personal information will be handled in accordance with relevant data protection principles. Details will only be shared with staff who need them to investigate and resolve the matter, or where we are legally required to do so.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to review and improve how we operate. We regularly analyse complaints to identify patterns, such as repeated issues with certain types of cleans or particular processes, and we use this information to strengthen training, supervision, and quality control across our cleaning teams.

By following this procedure, Ilford Cleaner aims not only to resolve individual issues but also to raise overall standards for all customers in our service area. Your feedback helps us enhance reliability, consistency, and the professionalism of our cleaning services.

Feedback That Is Not a Complaint

If you simply wish to make a suggestion, comment on our services, or share a positive or negative experience that does not require a formal investigation, you are welcome to contact us in the usual way. We value all feedback and will consider it carefully as part of our ongoing commitment to providing high quality cleaning services.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or legal requirements. The version published here is the one currently in effect for all customers of Ilford Cleaner.