Kensington Cleaner Complaints Procedure

At Kensington Cleaner, we are committed to providing reliable, high-quality cleaning services and maintaining clear, open communication with our clients. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put things right quickly and fairly. This Complaints Procedure explains how you can tell us about any concerns, how we will handle your complaint, and what you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We treat all complaints seriously and use them as an opportunity to improve our cleaning services and customer care. Our aims are to acknowledge your concerns promptly, investigate them thoroughly, resolve issues wherever possible, and keep you informed at each stage. We will always handle complaints respectfully, fairly, and without discrimination.

What This Procedure Covers

This procedure applies to all complaints relating to our domestic and commercial cleaning services, including one-off and regular cleaning, end of tenancy cleans, deep cleans, and related work carried out by Kensington Cleaner operatives, supervisors, or representatives. It covers issues such as service quality, conduct of staff, punctuality, damage or loss, and communication problems. This procedure does not cover matters that are being pursued through legal action or insurance claims, though we may still record and review such concerns to improve our service.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. We accept complaints made verbally or in writing. When raising a complaint, please provide as much detail as possible to help us understand and investigate the matter. Useful information includes your name, service address, date and time of the clean, a clear description of the issue, and any relevant evidence such as photos or notes. We recommend raising any concerns as soon as you become aware of them, ideally within a reasonable time frame following the service, so that we can address the matter effectively.

Stage One: Initial Response

Once we receive your complaint, we will record it in our internal system and assign it to an appropriate member of our team for review. We aim to acknowledge your complaint within a short period of receiving it. The acknowledgement will confirm that we have received your complaint, outline our next steps, and provide an estimated time frame for a more detailed response.

Stage Two: Investigation

We will then carry out a fair and objective investigation. Depending on the nature of the complaint, this may include reviewing job records, schedules, and checklists; speaking to the cleaning operative or team involved; reviewing any photographs or supporting information you have provided; and, where appropriate, discussing the matter with you to clarify details or request additional information.

We aim to complete most investigations within a reasonable time. If the matter is complex or requires more time, we will inform you of any delays and provide an updated time frame for our response.

Stage Three: Outcome and Resolution

Once our investigation is complete, we will inform you of the outcome. This will include a summary of what we have found, any conclusions reached, and the steps we propose to take. Where we find that we have fallen short of our standards, we will aim to resolve the issue promptly. Possible resolutions may include, where appropriate, a re-clean of the affected areas, corrective work on a subsequent visit, a gesture of goodwill, or other remedial action considered fair in the circumstances.

If we do not uphold your complaint, we will clearly explain our reasons and the information we relied upon in reaching that decision.

Escalating Your Complaint

If you are not satisfied with the outcome of the initial investigation, you may request that your complaint be reviewed at a higher level within Kensington Cleaner. In your request for escalation, please explain why you remain dissatisfied and whether there is any additional information you would like us to consider.

A senior member of our team will then review the complaint, the investigation carried out, and the outcome already provided. They may contact you for further clarification. Following this review, we will provide you with a final response, explaining any further findings and confirming whether any additional steps will be taken.

Timescales and Updates

We aim to handle all complaints efficiently, but some matters may take longer to investigate than others. If at any point we anticipate a delay in providing a response, we will keep you updated and explain the reason for the delay. You are welcome to contact us for an update at any time while your complaint is being reviewed.

Fairness, Confidentiality, and Respect

We will treat you and your information with respect throughout the complaints process. All complaints are handled in line with our internal policies, and information is only shared with those who need it in order to investigate and resolve the matter. Making a complaint will not affect your ability to continue using our services or the way we deliver future services to you. We expect all parties, including our team and clients, to communicate courteously while a complaint is being handled.

Using Feedback to Improve Our Service

Your feedback helps us to maintain and improve our cleaning standards and customer care. We regularly review complaints and outcomes to identify patterns, training needs, and areas for improvement. This may include updating our procedures, enhancing staff training, or refining how we plan and deliver our cleaning services across our service area.

Review of This Procedure

Kensington Cleaner may update this Complaints Procedure from time to time to reflect changes in our operations, industry standards, or applicable requirements. The latest version will apply to any complaints raised after the date of publication. If you have any questions about this procedure, you may contact us and we will be happy to explain how it works in more detail.