Holland Park Cleaner Formal Complaints Procedure

This complaints procedure explains how customers of Holland Park Cleaner can raise concerns about our cleaning services and how those concerns will be handled. We aim to provide a clear, fair and timely process so that any issues are resolved as smoothly as possible.

Our Commitment to Customers

Holland Park Cleaner is committed to delivering reliable and professional cleaning services for homes and businesses. We value feedback and treat all complaints as an opportunity to review our performance, improve standards and strengthen long-term customer relationships.

All complaints will be taken seriously, treated with respect, and handled in a confidential manner. We will always try to resolve matters informally at first, but where this is not possible, the formal steps below will apply.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or the way we have handled a previous issue. Examples include:

Concerns about the quality of cleaning work provided on a visit.

Issues with punctuality, missed appointments, or schedule changes.

Conduct or behaviour of cleaning staff or representatives.

Problems with how we have managed bookings, instructions or access arrangements.

Disagreement with an invoice, charge, or payment arrangement.

If you are unsure whether your issue is a complaint, you may still raise it with us so that we can advise on the best way forward.

How to Raise a Complaint

You can raise a complaint in writing or verbally. While we will accept complaints made in any reasonable manner, we encourage written complaints where possible, as this helps us to record the details accurately.

Please provide the following information to help us investigate effectively:

Your name and preferred method of contact.

The property or site where cleaning services were provided.

The date and approximate time of the incident or service visit.

A clear description of what went wrong and how it has affected you.

Any supporting details such as photographs, service notes, or invoice references.

In most cases, complaints should be raised as soon as reasonably possible after the issue arises, so that we can address matters promptly and fairly.

Stage One: Initial Review and Response

Once your complaint is received, we will log it and assign it to an appropriate team member or supervisor for review. We aim to acknowledge all complaints within a reasonable timeframe, confirming that your concerns have been received and are being looked into.

During this initial stage we may need to contact you to clarify details or request further information. We may also speak to any cleaners or staff involved and review relevant records, such as schedules, instructions or service checklists.

Our goal at Stage One is to resolve most complaints quickly, often with a practical solution such as a re-clean, service adjustment, or clarification on procedures. We will explain the outcome to you and any steps we intend to take to prevent a similar issue happening again.

Stage Two: Escalation and Formal Investigation

If you are not satisfied with the Stage One response, you may ask for your complaint to be escalated. At this point, a manager or senior member of the team who has not previously been involved will review the case.

They will consider all available information, including your original complaint, the initial response, and any further comments you wish to make. They may contact you directly to discuss the matter in more detail and to ensure your concerns are fully understood.

After completing the review, we will provide a formal outcome explaining:

What we have investigated and the information we relied on.

Our findings on each of the key points you raised.

Any actions we will take to remedy the situation, where appropriate.

Any changes we will make to our processes, training or quality checks.

Stage Three: Final Position

In rare cases, if you remain dissatisfied after Stage Two, you may request that we issue our final position on the complaint. This step is intended for situations where all reasonable internal avenues have been explored but disagreement remains.

A senior decision-maker will review the handling of your complaint to ensure our procedure has been followed fairly and consistently. We will then confirm our final position and whether any further action will be taken. Once this stage is complete, the internal complaints process will normally be regarded as closed.

Timeframes

We aim to respond to complaints as quickly as reasonably possible, taking into account the nature and complexity of the issue. Straightforward issues may be resolved within a few working days, while more complex matters may require additional time for investigation.

If, for any reason, we are unable to provide a full response within our usual timeframes, we will let you know, explain why, and give an indication of when you can expect a further update.

Fairness, Confidentiality and Data

We are committed to treating all parties involved in a complaint fairly and with respect. No customer or staff member will be treated less favourably for raising, responding to, or assisting with a complaint.

Information you provide will be handled in line with our privacy practices. Details will be shared only with those who need to know in order to investigate and resolve your complaint, or where we are legally required to share information.

Service Improvement and Learning

Holland Park Cleaner continually reviews feedback and complaint outcomes to improve our cleaning services. This may include additional staff training, updates to checklists, adjustments to schedules, or changes in how we communicate with customers.

By following this complaints procedure, we aim to address individual concerns and strengthen the overall quality and reliability of our cleaning services across our service area.