Westminster Cleaner Complaints Procedure

Westminster Cleaner is committed to providing reliable and professional cleaning services across our service area. We aim to deliver a consistently high standard of work, but we recognise that occasionally things may not go as expected. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and efficiently.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and straightforward way for clients to tell us when they are unhappy with any aspect of our cleaning services or customer care. It also helps us review and improve our services by learning from any feedback, whether positive or negative.

This procedure applies to all domestic and commercial cleaning services carried out by Westminster Cleaner within our operating area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you request a response from us. This may include concerns about:

• The standard or quality of the cleaning service delivered
• Conduct, attitude, or appearance of our cleaning staff or representatives
• Service reliability, including missed or late appointments
• Health and safety concerns in relation to how our services are carried out
• Administration issues such as invoicing, scheduling, or communication
• How a previous complaint has been handled

Raising a complaint will not affect your right to use our services now or in the future, and you will not be treated less favourably for doing so.

How to Raise a Complaint

You can raise a complaint verbally or in writing. We encourage you to raise any concern as soon as possible after the issue arises so that we can address it promptly and effectively. When making a complaint, please provide as much information as you can, including:

• Your full name and, where relevant, your company name
• The address or site where the cleaning took place
• The date and approximate time of the incident or service
• A clear description of what went wrong or did not meet your expectations
• Any steps you have already taken to resolve the issue directly with our staff
• The outcome or resolution you would like us to consider

If you wish, you may authorise someone else to make a complaint on your behalf, such as a family member, colleague, or appointed representative. In such cases, we may ask for confirmation that you consent to them acting for you.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system. We will normally acknowledge your complaint within a reasonable timeframe, confirming that we are looking into the matter and explaining the next steps.

If we need more information to understand your concern fully, we may contact you to clarify certain details before proceeding.

Stage 2: Investigation

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the matter you are complaining about. The investigation may include:

• Reviewing job records, schedules, and any related documentation
• Speaking with the cleaning team or individuals involved
• Inspecting the site or reviewing any photos or evidence you provide
• Considering our internal policies, health and safety standards, and service commitments

We aim to complete our investigation within a practical and reasonable timescale, depending on the complexity of the issue and the availability of the parties involved.

Stage 3: Response and Outcome

When our investigation is complete, we will provide you with a clear response setting out:

• A summary of your complaint
• The steps we took to investigate
• Our findings and conclusion
• Any corrective action we propose to take
• Any changes or improvements we will make to reduce the likelihood of the issue recurring

Where we uphold your complaint, possible resolutions may include putting the work right, offering a revisit, adjusting an invoice, providing a partial or full refund where appropriate, or taking additional staff training or disciplinary actions. Where we do not uphold your complaint, we will explain our reasons clearly.

If You Are Not Satisfied With the Outcome

If you are unhappy with the response you receive at the end of Stage 3, you may request a further review. Another senior member of our team, who has not previously been involved, will look again at the complaint, the process followed, and the decision reached.

The reviewing manager may uphold the original decision, vary the outcome, or propose alternative resolutions. We will inform you of the review outcome and the reasons for the decision.

Time Limits for Complaints

To help us investigate fairly and accurately, we ask that complaints about a specific cleaning visit or service are raised as soon as possible, and normally within a reasonable period from the date of service. Complaints raised after a lengthy delay may be more difficult to investigate, particularly where work sites have changed, staff have moved on, or records are no longer available.

Confidentiality and Data Protection

All complaints are handled sensitively and, where possible, confidentially. Information about your complaint will only be shared with those who need it in order to investigate and respond. We handle all personal data in accordance with applicable data protection laws and our internal data protection policies.

Continuous Improvement

We view complaints and feedback as an important source of learning and improvement. All complaints are reviewed periodically so that we can identify patterns, address recurring issues, and improve the way we deliver cleaning services throughout our operating area.

By following this complaints procedure, Westminster Cleaner aims to deal with every concern in a professional, fair, and consistent way, maintaining the trust of our clients and supporting high standards across all our cleaning work.