Cleaner Holland Park Complaints Procedure

Cleaner Holland Park is committed to providing a reliable and professional cleaning service. We recognise that sometimes things may not go as planned, and when this happens we want to hear about it. Complaints help us put things right and improve the way we work. This complaints procedure explains how you can raise a concern, what information we need from you, how we handle your complaint, and what you can expect from us at each stage.

Scope of this complaints procedure

This procedure covers complaints about our cleaning services, our staff, our customer service, or the way we have carried out a booking. It applies to all domestic and commercial clients who use Cleaner Holland Park. A complaint is any expression of dissatisfaction that requires a response. General feedback, improvement suggestions and routine queries are welcome at any time and will be handled through our normal customer service channels.

Please raise your complaint as soon as possible after the issue occurs. Prompt notification helps us investigate thoroughly and resolve matters quickly.

How to make a complaint

You can make a complaint in writing, over the phone or in person to a member of the Cleaner Holland Park team. When you contact us, please provide as much detail as you can so that we can understand and investigate your concerns. The following information is particularly helpful:

The date, time and location of the service you are unhappy with.

The type of service booked, for example regular domestic cleaning, end of tenancy cleaning, office cleaning or a specialist service.

The name of the cleaner or team, if known.

A clear description of what went wrong or what you are dissatisfied with.

Any relevant details such as photographs, inventory reports or notes from a landlord, tenant or facilities manager.

What outcome you are seeking, for example a re-clean, correction of an error or a review of our procedures.

You are encouraged to raise your concern first with the person you normally speak to at Cleaner Holland Park, such as our office coordinator or booking advisor. Many issues can be resolved informally and quickly at this stage.

Stage one: Initial review and informal resolution

Once we receive your complaint, we will record it and acknowledge that we have received it. We aim to acknowledge all complaints within a reasonable period during our normal office hours. At this initial stage, a member of the office team will review the details and may contact you to clarify the situation, request further information or discuss any immediate steps that can be taken.

Where possible, we will try to resolve the matter informally and promptly. Examples of informal resolutions include arranging a return visit to correct an aspect of the clean, offering guidance to the cleaner involved, or correcting an administrative error. We will explain what has been agreed and any timescales involved. If you are satisfied with the outcome, the complaint will be closed and recorded for monitoring and training purposes.

Stage two: Formal investigation

If your complaint cannot be resolved informally, or if you are not satisfied with the initial response, you may request a formal investigation. At this stage your complaint will be reviewed by a manager or senior member of staff who has not been directly involved in the matter.

The formal investigation may include speaking with you in more detail, discussing the issue with the cleaners or supervisors involved, and reviewing schedules, checklists, photographs and any other relevant information. We will aim to complete this investigation within a reasonable time frame, taking into account the complexity of the complaint and the availability of those involved.

Once the investigation is complete, we will provide you with a clear written response. This response will usually include a summary of your complaint, the steps we have taken to investigate it, our findings, any actions we will take to remedy the situation, and any changes we will make to prevent similar issues from happening again where appropriate.

Stage three: Further review

If, after receiving the formal investigation outcome, you still feel that your complaint has not been handled fairly, you can request a further review. A more senior manager or company representative will then review the handling of your complaint and the decisions already taken.

This review will focus on whether the complaints procedure has been followed properly and whether the outcome is reasonable in light of the evidence available. Following this review, we will confirm our final position on the matter. This will normally conclude our internal complaints process.

Our commitment to fairness and confidentiality

Cleaner Holland Park treats all complaints seriously and handles them with discretion. Your complaint will be dealt with respectfully and without discrimination. We will only share information about your complaint with those who need it to respond and resolve the matter, such as relevant managers or supervisors. Any personal information provided will be handled in line with our data protection practices.

We are committed to being fair to both clients and staff members. We will listen carefully to your perspective and also consider any information provided by the cleaners or team members involved. Our aim is to reach an outcome that is balanced, evidence based and in line with our service standards.

Time limits for complaints

To ensure we can investigate effectively, we ask that complaints about individual cleaning visits are raised as soon as you notice the issue, and ideally within a short period of the scheduled service. For ongoing or contract cleaning, concerns should be raised as soon as recurring issues become apparent. Complaints raised significantly after the event may be more difficult to assess, but we will always explain what we can and cannot do in those circumstances.

Using complaints to improve our cleaning services

Every complaint is an opportunity for Cleaner Holland Park to review how we work. We regularly analyse complaint records to identify patterns, training needs and areas where our cleaning processes, checklists or supervision could be improved. Where appropriate, we provide additional training to cleaners, update our guidance, or adjust how we schedule and manage appointments across our service area.

By following this complaints procedure, we aim to ensure that concerns are heard, investigated and resolved in a professional and timely way. We appreciate the time you take to tell us when our service has not met your expectations, and we are committed to using that feedback to maintain and improve the standards of cleaning we provide.