Cleaner Canary Wharf Complaints Procedure

Cleaner Canary Wharf is committed to delivering reliable, high-quality cleaning services for residential and commercial clients. We recognise that, on occasion, you may wish to raise a concern or complaint about our services. This complaints procedure explains how you can do that, how we will respond, and what you can expect from us at every stage.

Our Commitment to Handling Complaints

We aim to deal with all complaints fairly, consistently, and in a timely manner. We use feedback to improve our cleaning standards, staff training, and communication with clients. Every complaint is taken seriously, whether it relates to service quality, conduct of cleaning staff, scheduling, access, or invoicing.

What Is a Complaint

A complaint is any expression of dissatisfaction about the services provided by Cleaner Canary Wharf, where a response is expected. This can include, for example:

Poor cleaning standards or missed areas during a visit.

Repeated lateness or failure to attend scheduled appointments.

Concerns regarding the behaviour or professionalism of our cleaners.

Issues with how a service was arranged, rescheduled, or cancelled.

Disputes about charges or the description of services provided.

We encourage clients to raise concerns as soon as possible so that we can put things right promptly.

How to Make a Complaint

You can make a complaint using any written method that is convenient to you. Please provide the following information wherever possible:

Your full name and, if relevant, the name of your business.

The service address where the cleaning took place.

The date and approximate time of the visit you are complaining about.

A clear description of what went wrong and how it has affected you.

Any supporting details, such as photographs or visit notes, if available.

What outcome you are seeking, for example a re-clean, clarification, or a review of charges.

Providing detailed information at the start helps us to investigate more effectively and resolve your complaint quickly.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and advise when you can expect a full response.

Investigation Process

Your complaint will be assigned to an appropriate member of our management team who is responsible for reviewing and investigating the issues raised. The investigation may include:

Reviewing your complaint and any supporting information you have provided.

Checking service records, schedules, and cleaning checklists for the relevant visits.

Speaking with the cleaners or supervisors involved in delivering your service.

Assessing whether our usual standards and procedures were followed.

We aim to complete our investigation within a reasonable timeframe, depending on the complexity of the issues raised.

Our Response and Possible Outcomes

Following the investigation, we will provide you with a clear response, setting out:

Our understanding of your complaint.

The findings of our investigation.

Whether your complaint has been upheld in full, in part, or not upheld.

Any steps we have already taken, or will take, to address the matter.

Depending on the nature of the complaint, possible outcomes may include:

An apology and explanation.

A corrective action, such as arranging a re-clean where appropriate.

A review or adjustment of charges where justified.

Additional staff training or supervision to prevent similar issues.

Changes to internal procedures, scheduling, or communication practices.

If You Are Unhappy with the Outcome

If you are not satisfied with our response, you may request a review of your complaint. In this case, a different member of the management team will re-examine the issues, along with how the original investigation and decision were reached. You may be asked to clarify which aspects of the decision you disagree with and to provide any further information you believe is relevant.

Following the review, we will provide a final response. This response will confirm whether the original decision has been upheld or changed and will outline any further actions we will take. Once this stage is complete, our internal complaints procedure will generally be considered exhausted.

Time Limits for Complaints

We encourage clients to notify us of any concerns as soon as possible and ideally within a reasonable time after the relevant visit or service. This enables us to investigate while details are still fresh and records are more easily accessible. Complaints raised after a lengthy delay may be more difficult to investigate thoroughly, although we will still consider the circumstances and do what we reasonably can to assist.

How We Use Complaints to Improve

Feedback and complaints are valuable to Cleaner Canary Wharf. We review complaint information regularly to identify patterns or recurring issues. Where necessary, we take steps such as refining cleaning processes, refreshing staff training, revising service specifications, and improving our communication with clients. Our goal is to reduce the likelihood of similar issues arising in the future and to maintain a consistently high standard of service.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information is shared only with those who need it in order to investigate and resolve your concerns. We handle personal information in line with applicable data protection principles and retain records of complaints only for as long as necessary for our legitimate business purposes or as required by law.

Monitoring and Review of This Procedure

This complaints procedure is reviewed periodically to ensure that it remains clear, effective, and aligned with the needs of our clients and with best practice in the cleaning sector. Cleaner Canary Wharf may update this procedure from time to time to reflect operational changes or regulatory developments. The version published here will always reflect our current approach to handling complaints.

We appreciate all feedback from our clients and remain committed to resolving complaints fairly, courteously, and with a focus on continuous improvement in our cleaning services.