Notting Hill Cleaner Complaints Procedure

This Complaints Procedure explains how Notting Hill Cleaner handles concerns and complaints about our cleaning services. We are committed to resolving issues fairly, promptly and transparently, and to using feedback to continually improve the service we provide to homes and businesses in our service area.

Our commitment to resolving complaints

We aim to deliver reliable, high quality cleaning on every visit. If something goes wrong, we want to know about it so we can put things right. Every complaint is taken seriously, handled respectfully and reviewed by a member of our management team. We seek to resolve most issues informally and as quickly as possible, ideally at the first point of contact.

We will always:

Listen carefully to your concerns and clarify the issue where needed, treat you politely and professionally, keep your information confidential and in line with data protection requirements, investigate complaints impartially, and explain the outcome and any steps we will take.

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or the way a previous concern has been handled, where you would like a response or resolution. This can include missed or incomplete cleaning tasks, concerns about conduct or behaviour of cleaners, damage alleged to have been caused during a visit, reliability and punctuality issues, problems with scheduling or access to your property, or misunderstandings about pricing or the scope of work agreed.

You do not have to use particular words to make a complaint. If you tell us you are unhappy and would like us to look into it, we will treat it as a complaint.

How to raise a complaint

You can raise a complaint in the way that is most convenient for you. You may contact us by phone, in writing, or by using any enquiry form we make available. Please provide as much detail as you can so that we can investigate thoroughly. Helpful information includes your full name, the service address, the date and time of the clean or booking, a clear description of what went wrong, details of any cleaner or staff member involved, any photographs or notes that support your concern, and how you would like us to resolve the matter where possible.

If the complaint relates to an upcoming booking, please contact us as soon as you become aware of the issue so that we have the best chance of making changes before the visit.

Step 1: Initial response

Once we receive your complaint, we aim to acknowledge it promptly. Wherever possible, the team member who first receives your complaint will try to resolve it straight away. For example, we may offer a return visit to re-clean areas of concern, correct a scheduling issue, or clarify any misunderstanding about the agreed service.

If your complaint cannot be resolved immediately, or if it is more complex, it will be referred to a supervisor or manager for a fuller review.

Step 2: Investigation

A manager will review the details of your complaint, speak with any cleaners or staff involved, and consider any relevant records such as checklists, photographs, or job notes. We may contact you during this stage if we need more information to understand the issue fully.

We aim to complete our investigation within a reasonable time. If we anticipate any delay, we will let you know and explain why. Our investigation will focus on establishing what happened, whether our standards or agreements were met, what could have been done differently, and what we can do to resolve matters.

Step 3: Outcome and resolution

When our investigation is complete, we will explain our findings to you in clear and straightforward language. Where your complaint is upheld, in whole or in part, we will discuss appropriate steps to put things right. Depending on the circumstances, this may include arranging a re-clean of specific areas, reviewing or retraining staff where needed, adjusting future bookings or requirements, or offering another form of practical remedy that is fair and proportionate.

If we do not uphold your complaint, we will explain the reasons for our decision and the information we relied upon. Even where a complaint is not upheld, we will still look for ways to improve our processes or communication to reduce the risk of similar concerns arising in future.

Escalating your complaint

If you are not satisfied with the outcome or the way your complaint has been handled, you may ask for it to be reviewed by a more senior manager. When requesting an escalation, please briefly explain why you are unhappy with the initial response and what you would like us to reconsider.

The senior manager will review the original investigation, consider any new information, and provide a final response. This response will set out our position and any further steps we are prepared to take.

Using complaints to improve our service

We view complaints and feedback as a valuable opportunity to improve the cleaning services we provide across our local area. We regularly review complaints to identify patterns, training needs and process changes. This may lead to updates to our cleaning checklists, additional training or supervision for team members, clearer communication before and after visits, or refinements to our booking and confirmation procedures.

By telling us when something has gone wrong, you help us deliver a more consistent and dependable cleaning service to all our clients.

Confidentiality and data protection

All complaints are handled with respect for your privacy. Information you provide will only be shared internally where necessary to investigate and resolve your complaint, oversee the quality of our work, and meet any legal or regulatory obligations. We retain records of complaints for a reasonable period so we can monitor trends and demonstrate how issues have been addressed.

Review of this Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, accessible and appropriate for our clients and the cleaning services we provide. We may update it from time to time to reflect changes in our operations, best practice or legal requirements. The most recent version will always apply to any new complaint raised with Notting Hill Cleaner.