Tooting Cleaner Complaints Procedure

Tooting Cleaner is committed to providing reliable and professional cleaning services. 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 respond, and what you can expect from us at every stage. Our aim is to handle all complaints promptly, fairly and with respect.

Scope of This Complaints Procedure

This procedure applies to all customers who use Tooting Cleaner for domestic or commercial cleaning services. It covers issues such as service quality, conduct of team members, scheduling problems, billing concerns and any other aspect of our cleaning services that you feel has not met your expectations.

This procedure does not cover general enquiries, booking questions or requests for changes to your service. Those should be raised with our customer support team through the normal contact channels.

Our Complaints Principles

When handling complaints, we follow these key principles:

We treat every complaint seriously and with courtesy.

We aim to resolve issues quickly and informally where possible.

We investigate complaints impartially and listen to all sides.

We keep you informed about the progress of your complaint.

We use feedback to improve our cleaning services and staff training.

How to Make a Complaint

You can make a complaint about our cleaning services in writing or verbally. When you contact us, please provide as much detail as possible so we can understand and address the issue efficiently. Include the following where you can:

Your full name and, if applicable, the name under which the booking was made.

The address where the cleaning service was carried out.

The date and approximate time of the cleaning visit.

A clear description of what went wrong or did not meet your expectations.

Any relevant information, such as photos of damage or missed areas, if available.

If you raise your concern verbally, we may ask you to confirm the details in writing so that there is a clear record of the complaint and what you are seeking as an outcome.

Time Limits for Raising a Complaint

Tooting Cleaner encourages customers to raise complaints as soon as possible after the issue occurs. This helps us to investigate more effectively and to put things right quickly. If your complaint relates to the quality of cleaning or any damage, we ask that you contact us within 48 hours of the service. Complaints raised after this period may be more difficult to verify, but we will still review them and respond where possible.

Stages of the Complaints Process

Stage 1: Informal Resolution

In many cases, a concern can be resolved quickly and informally. When you first tell us about a problem, we will:

Listen to your description of what happened.

Check the details of your booking and service notes.

Offer a practical solution where appropriate, which may include a re-clean of the affected area, adjustment of a future visit, or another form of remedy.

Our goal at this stage is to resolve the matter promptly, usually within a few working days, without the need for a formal investigation.

Stage 2: Formal Complaint

If you are not satisfied with the outcome at Stage 1, or if the issue is more serious, you can ask for your complaint to be treated as a formal complaint. At this stage we will:

Confirm that we have received your complaint and note the main points of concern.

Assign a member of our management team to review and investigate the matter.

Gather information, which may include speaking with the cleaners involved, reviewing schedules and service records, and looking at any evidence you have provided.

We aim to complete this investigation and provide a full response within 10 working days. If we require more time due to complexity or availability of staff, we will let you know and give an estimated timeframe.

Outcomes and Remedies

After investigating your complaint, we will provide you with a clear response. This will include:

A summary of the issue as we understand it.

Details of the investigation carried out.

Our findings and whether your complaint is upheld, partially upheld, or not upheld.

Any steps we will take to put things right, which may include, where appropriate, a re-clean of specific areas, service credits, adjustments to future cleaning schedules, or other reasonable remedies.

We will also explain any changes we plan to make to our processes or staff training to help prevent similar issues in future.

If You Remain Dissatisfied

If you are unhappy with the outcome of your formal complaint, you may request a further review. A different senior member of our team will consider:

Whether the complaint was handled in line with this Complaints Procedure.

Whether all relevant information was taken into account.

Whether the outcome was fair and reasonable in the circumstances.

Following this review, we will issue a final response. This will normally conclude our internal complaints process.

Unreasonable or Abusive Behaviour

Tooting Cleaner aims to treat all customers with respect and expects the same in return. We understand that making a complaint can be stressful, but we will not tolerate abusive, threatening, or discriminatory language or behaviour towards our staff. In serious or persistent cases, we may decide to limit communication channels or, as a last resort, end the service relationship.

Using Complaints to Improve Our Services

We view complaints as an important source of insight into how we can improve our cleaning services and customer care. We regularly review complaints data to identify patterns, update staff training and refine our procedures. By raising your concerns, you help us maintain and improve the standards that customers expect from Tooting Cleaner.

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for all parties.