Complaints Procedure for Colliers Wood Cleaners Clients
Colliers Wood Cleaners is committed to delivering reliable, high-quality cleaning services to residential and commercial clients. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will handle your complaint, and what you can expect from us throughout the process.
Our Commitment to Handling Complaints
We treat all complaints seriously and use them as an opportunity to review and improve our cleaning services. Our approach is based on the following principles:
We listen to your concerns and respond promptly. We handle complaints in a fair, respectful and confidential manner. We aim to resolve issues at the earliest possible stage. We keep you informed throughout the process and provide clear outcomes. We use feedback to improve staff training, processes and service quality.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our scheduling, our customer service, or any aspect of how we operate, where you would like a response or resolution from us. This may include, for example, concerns about the standard of cleaning work, missed or late appointments, conduct or attitude of cleaning staff, damage to property or possessions, billing or payment issues, or communication problems relating to your cleaning booking.
Raising a Complaint Informally
In many cases, issues can be resolved quickly and informally. If you are unhappy with any aspect of our cleaning service, please contact us as soon as possible after the issue arises. Providing details shortly after the appointment helps us investigate thoroughly. Where appropriate, we will try to resolve the matter immediately, such as arranging a re-clean, updating your cleaning instructions, or clarifying your service plan. If you are not satisfied with the informal response, you may use the formal complaints process set out below.
How to Make a Formal Complaint
If an issue cannot be resolved informally, or you prefer a more structured review, you may submit a formal complaint. When sending your complaint, please include your full name, your property or business address, the date and time of the cleaning service, a clear description of the issue, including what went wrong and how it has affected you, the names of any cleaners involved, if known, and any supporting information that may help us investigate, such as photographs or notes. Providing full details at the outset helps us reach a fair and timely resolution.
Timescales for Complaints
We encourage you to raise complaints as soon as possible, ideally within a short period of the cleaning visit where the issue occurred. Prompt reporting increases the likelihood that we can verify details, speak to the cleaning team involved, and take corrective action. However, we will consider all complaints raised in good faith, even if some time has passed, and will explain any limitations this may place on our investigation.
How We Investigate Complaints
Once we receive your complaint, we will acknowledge it within a reasonable timescale. We will review the information you have provided, check our booking records and service notes, contact the cleaners or supervisors who attended your property, consider any previous feedback or special instructions recorded for your account, and assess whether our internal standards and procedures were followed. In some cases, we may contact you for additional information or clarification. We aim to complete our investigation and provide you with a full response as soon as reasonably possible.
Our Response and Possible Outcomes
After reviewing your complaint, we will provide a clear and considered response. This will usually include a summary of your concerns, the steps we took to investigate, the outcome of our findings, and any actions we will take as a result. Depending on the nature of the complaint and our assessment of what is fair and appropriate, we may offer a re-clean of some or all of the affected areas, adjustments to future cleaning visits or instructions, staff training, supervision or disciplinary action where required, changes to our processes to prevent recurrence, or an offer of goodwill where we consider it appropriate. We will explain our reasoning and any limitations that affect the outcome.
Escalating a Complaint
If you are not satisfied with the initial response to your complaint, you may request that it be reviewed at a higher level within Colliers Wood Cleaners. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. A more senior member of our team will re-examine your complaint, the investigation carried out, and the decision made. We will then provide a final response, confirming whether our original decision stands or whether we will take further action.
Complaints Involving Property Damage
If your complaint involves alleged damage to your property or possessions during a cleaning visit, please notify us as soon as you become aware of the issue. We may ask for photographs, receipts or other evidence to help us assess the situation. We will review our cleaners reports and cleaning methods used and consider any relevant insurance arrangements. Each case will be assessed individually, and we will communicate clearly with you about any next steps or requirements.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is only shared internally with those who need it to investigate and resolve the matter. We store and process complaint information in line with our data protection obligations and retain records for an appropriate period to monitor service quality and identify areas for improvement.
Using Feedback to Improve Our Cleaning Services
Every complaint helps us understand how we can better meet the expectations of households and businesses we serve. We regularly review complaints data to identify patterns, update training for our cleaners, refine checklists, and improve our scheduling and communication. Our goal is to provide a consistent, dependable cleaning service and to respond constructively whenever clients feel we have fallen short.
Review of This Complaints Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for our clients. We may update it to reflect changes in our services, internal processes, or applicable regulations. The version published here represents our current approach to handling complaints about our cleaning services.
