Cleaner Merton Complaints Procedure

Cleaner Merton is committed to providing reliable, high quality cleaning services and professional customer care. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns about our services, how we will respond, and what you can expect from us at every stage.

Our Commitment To Handling Complaints

We treat all complaints seriously and use them as an opportunity to review and improve our cleaning services. We aim to:

Listen carefully to your concerns and understand the issue fully.

Resolve problems as quickly and fairly as possible.

Keep you informed throughout the process.

Learn from feedback and prevent similar issues in future.

This procedure applies to all domestic and commercial customers who receive services from Cleaner Merton.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our cleaning services or customer care, whether it is justified or not. This may relate to:

The quality or consistency of cleaning.

Missed or delayed appointments.

Conduct, attitude or professionalism of cleaning staff.

Damage to property or concerns about how we operate on your premises.

Communication issues, including scheduling or billing queries that have not been resolved to your satisfaction.

If you are unsure whether an issue is a complaint or a general enquiry, you can still raise it with us and we will guide you to the right process.

How To Make A Complaint

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

Verbally to a member of our team, either in person or by call.

In writing by letter or through our usual contact form or system.

Through your regular point of contact or account manager if you have one.

When making a complaint, please provide as much information as possible, including:

Your name and the service address.

The date and time of the service or incident.

A clear description of what went wrong.

Any steps already taken to try to resolve the matter.

What outcome you are hoping for, if you have a preferred resolution.

This information helps us investigate thoroughly and respond efficiently.

Stage One: Initial Complaint And Informal Resolution

In many cases, concerns can be resolved quickly and informally. Where possible, please raise your concern as soon as you notice a problem, ideally within a reasonable time of the service taking place.

Upon receiving your complaint, we will:

Acknowledge your concern and clarify any points if needed.

Attempt to resolve the matter immediately, for example by offering a reclean, correcting a schedule, or adjusting arrangements for future visits.

Most issues can be resolved at this informal stage. If you are not satisfied with the outcome, or the matter is more serious or complex, you may ask for it to be treated as a formal complaint.

Stage Two: Formal Complaint And Investigation

If your complaint cannot be resolved informally, it will be escalated to a manager or senior member of the Cleaner Merton team.

When a complaint becomes formal, we will:

Acknowledge receipt of your complaint within a reasonable time.

Record the details in our internal complaints log.

Review any relevant information, such as schedules, job notes or staff reports.

Where appropriate, speak to the cleaning team or staff involved.

We aim to provide a detailed response within a reasonable timeframe, taking into account the nature and complexity of the complaint. If we need more time to investigate, we will let you know and keep you updated.

Our response will explain:

What we have found following the investigation.

Any actions we have already taken.

Any steps we will take to prevent similar issues in future.

Any remedy we are offering, such as a reclean, revised service plan or other appropriate resolution.

Stage Three: Further Review Or Escalation

If you remain dissatisfied after our formal response, you may request a further review. This will normally be carried out by a more senior manager who has not been directly involved in the earlier stages.

During this review we will:

Reconsider the complaint, the initial investigation and the outcome.

Check whether our procedures were followed correctly.

Decide whether any additional steps or adjustments are necessary.

Once the review is complete, we will provide you with our final position on the complaint and explain the reasons for our decision.

Time Limits For Making Complaints

To allow us to investigate effectively, we encourage customers to raise complaints as soon as possible. For issues relating to a specific cleaning visit, it is helpful if you contact us within a short period of the service date so we can address the matter promptly.

While we will always try to be fair and reasonable, delays in reporting may limit what we can do, especially if significant time has passed or circumstances have changed.

How We Use Complaints To Improve

All complaints are recorded and reviewed regularly so that we can identify patterns, recurring issues and areas for improvement. This may result in:

Additional staff training or supervision.

Updates to our cleaning methods or checklists.

Changes to scheduling or communication procedures.

Improvements to our quality control checks and customer feedback processes.

Our goal is not only to resolve individual complaints, but to continually improve the reliability and consistency of Cleaner Merton services.

Confidentiality And Fair Treatment

We handle all complaints sensitively and respect your privacy. Information will only be shared internally with staff who need it to investigate and respond. We will treat all customers and staff involved in a complaint with respect and will not tolerate any form of discrimination, harassment or unfair treatment as a result of raising or being mentioned in a complaint.

Alternative Feedback And Compliments

We welcome all forms of feedback, not only complaints. If you have suggestions for how we can improve our cleaning services, or if you wish to compliment a member of our team, you can share this through the same contact channels. Positive and constructive feedback alike help us deliver a better service for all customers.

By using this complaints procedure, you help Cleaner Merton identify issues quickly and maintain high standards of professional cleaning and customer care.