Bermondsey Cleaners Complaints Procedure

Bermondsey Cleaners is committed to providing reliable and professional cleaning services. We recognise that occasionally things may not go as planned, and we welcome feedback so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and the steps we take to reach a fair resolution.

Our Commitment to You

We aim to handle all complaints promptly, fairly, and with respect. Every concern is treated seriously, whether it relates to domestic cleaning, end of tenancy cleaning, office cleaning, or any other service we provide. Our objectives are to understand what went wrong, resolve the issue as quickly as possible, and prevent similar problems happening again.

We encourage you to raise concerns at the earliest opportunity so that we can investigate while details are still clear and any impact can be minimised.

What This Procedure Covers

This Complaints Procedure applies to all customers who have booked services with Bermondsey Cleaners. It covers concerns such as the standard of cleaning, conduct of staff, punctuality, damage or loss, or any other aspect of the service that you feel has not met the standard you reasonably expected.

This procedure does not cover matters that are better dealt with as routine service queries or booking changes, such as rescheduling appointments or requesting additional tasks. Those can be handled directly with our bookings or customer support team through the usual contact channels.

How to Raise a Complaint

You can raise a complaint in the way that is most convenient for you using our usual contact methods. When you contact us, please provide as much information as possible, including:

The date and approximate time of the cleaning service, the type of service booked, the address where the service was carried out, a clear description of what went wrong, and any steps you have already taken to address the issue, such as speaking to a member of staff on the day.

Where possible, please contact us within 48 hours of the service taking place. This allows us to investigate promptly, review schedules and cleaning notes, and take effective corrective action.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear process to ensure it is handled properly and consistently:

First acknowledgment: We will acknowledge your complaint as soon as reasonably possible. In this initial response, we may ask for any further details or clarification we need to understand the issue fully.

Investigation: A member of our management or customer care team will review your complaint. This may include checking booking records, staff reports, checklists, photographs where available, and any previous communication related to the booking. If necessary, we may contact you to discuss the matter further.

Response and outcome: Once the investigation is complete, we will provide a clear response explaining our findings and, where appropriate, the actions we propose to take to resolve the matter.

Timeframes for Responding

We aim to resolve most complaints within 10 working days of receiving all relevant information. If your complaint is more complex or requires additional investigation, it may take longer. In such cases, we will keep you informed of progress and provide an updated timescale.

Our focus is on thorough and fair review rather than rushing to a conclusion. However, we recognise the importance of timely communication and will not allow complaints to remain unresolved without explanation.

Possible Outcomes and Resolutions

Depending on the circumstances, possible outcomes may include:

A clear explanation of what happened and, where relevant, why it occurred. An apology where the service has fallen below our standards. Corrective action, such as arranging a re-clean of specific areas. Practical steps to prevent similar issues in the future, such as additional staff training or changes to our procedures. In some cases, another form of goodwill gesture may be considered, at the discretion of management and based on the facts of the case.

Each complaint is considered individually, taking into account the nature of the issue, the impact on you as the customer, and any practical limitations of the service booked.

Your Responsibilities as a Customer

To help us deal with your complaint efficiently, we ask that you:

Provide accurate and complete information about the booking and the issue you experienced. Raise your concerns as soon as reasonably possible after the service has taken place. Allow us a fair opportunity to investigate and respond before escalating the matter further. Treat our staff with courtesy and respect at all times, whether they are cleaning operatives, supervisors, or office personnel.

We reserve the right to end communication that is abusive, threatening, or discriminatory, while still seeking to address any legitimate service concerns.

Escalating a Complaint

If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed by a senior member of our team. In your escalation, please explain why you are unhappy with the original response and what outcome you are seeking.

The senior reviewer will reassess the information, consider any additional details you provide, and respond with a final decision. While we cannot guarantee that every complaint will result in the resolution requested, we are committed to giving each case fair and careful consideration.

Continuous Improvement

We use the feedback and complaints we receive to monitor service quality across our cleaning teams. Trends and recurring issues are reviewed by management to identify areas for improvement, staff training needs, and potential changes to our procedures or quality checks.

By sharing your experience with us, you help Bermondsey Cleaners maintain and enhance the standard of cleaning services offered to customers in our service area.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our business, services, or internal processes. Any changes will apply to complaints raised after the revised procedure is published. We encourage you to review this page periodically if you use our services regularly.