Cleaner Sutton Complaints Procedure

Cleaner Sutton is committed to delivering reliable and professional cleaning services to homes and businesses. We recognise that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure sets out how you can tell us about any concerns, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We take all complaints seriously and view them as an opportunity to review and improve our services. Our aim is to resolve issues promptly, fairly and consistently. We will always treat you with respect, keep your information confidential as appropriate, and do our best to put things right where we have made a mistake.

This procedure applies to all customers using Cleaner Sutton for regular or one-off cleaning services, including domestic and commercial clients.

What Is a Complaint

A complaint is any expression of dissatisfaction about the quality of our cleaning services, our customer care, our staff conduct, or how we have carried out our work, where a response or resolution is expected.

You do not need to use specific language to make a complaint. If you tell us you are unhappy with any aspect of our service and you want us to respond, we will treat it as a complaint and follow this procedure.

How to Make a Complaint

You can make a complaint in any of the following ways:

In writing to our office address, marked for the attention of the Complaints Team.

Verbally to a member of our management team, either in person or by any usual communication method you use with us.

Through any online enquiry or contact form we may provide, clearly stating that your message is a complaint.

When you contact us, please provide as much detail as you can, including:

The date and approximate time of the service or incident.

The location where the work took place.

A clear description of what went wrong or what you are unhappy about.

Any relevant photos or evidence you wish to share.

What outcome or resolution you are seeking, if you have something specific in mind.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will usually do this using the same method you used to contact us, unless you request otherwise.

During this initial stage we will:

Record the details of your complaint in our internal system.

Identify the most appropriate person to investigate, usually a supervisor or manager who has not been directly involved in the issue.

Advise you of the next steps and the expected timeframe for a full response.

We aim to provide a full response within 10 working days. If we need more time, for example because the matter is complex or staff need to be interviewed, we will let you know and keep you updated.

Stage Two: Investigation and Outcome

The person handling your complaint will carry out a fair and thorough investigation. This may include:

Reviewing relevant job sheets, schedules and service records.

Speaking with the cleaning operatives and supervisors involved.

Considering any photos, notes or evidence you have supplied.

Where appropriate, arranging a site visit to inspect the area of concern.

After the investigation, we will provide you with a written or verbal outcome, depending on your preference. Our response will explain:

What we have understood about your complaint.

What we have found during our investigation.

Whether we uphold the complaint in full, in part, or do not uphold it, and why.

Any actions we will take to put things right and to prevent a recurrence.

Possible Remedies and Actions

If your complaint is upheld, we will consider appropriate remedies, which may include one or more of the following, depending on the circumstances:

Providing a re-clean of the affected area or service, at no additional cost.

Offering a partial or full credit against your next booking.

Implementing additional supervision, training or quality checks for the relevant team.

Reviewing and updating our procedures where necessary.

We will always aim to agree any remedy with you in a way that is fair and proportionate to the issue raised.

Stage Three: Escalation

If you are not satisfied with the outcome at Stage Two, you may request that your complaint be reviewed at a higher level within Cleaner Sutton. To do this, please clearly state that you wish to escalate your complaint and explain why you are unhappy with the proposed resolution.

An appointed senior member of our team, who has not previously been involved, will review:

The original complaint and all related correspondence.

The investigation conducted and the conclusions reached.

Any additional information you provide at the escalation stage.

We will then give you a final response, usually within 10 working days of receiving your escalation request, setting out our position and any further action we will take.

Confidentiality and Data Protection

All complaints will be handled sensitively. Information will be shared only with those who need it to investigate and respond to the issues raised. We will handle your personal data in line with our privacy practices and applicable data protection laws.

Unreasonable or Vexatious Complaints

On rare occasions, we may consider a complaint to be unreasonable or vexatious, for example where there is persistent contact without new information, abusive language, or unfounded allegations. In such cases we reserve the right to limit or manage communication, while still ensuring that any genuine issues are addressed as far as possible.

Continuous Improvement

We regularly review complaints and feedback to identify trends, training needs and opportunities to improve our cleaning services and customer care. By raising your concerns, you help us maintain and improve the quality and reliability that our customers expect.

This Complaints Procedure is intended to be clear and accessible for all Cleaner Sutton customers and may be updated from time to time to reflect changes in our operations or in relevant regulations.