Complaints Procedure
Complaints Procedure for Sutton Cleaners
At Sutton Cleaners, we aim to provide reliable, high-quality cleaning services for homes and businesses. If something goes wrong, we want to know about it so that we can put it right and improve our service. This Complaints Procedure explains how you can raise a concern or complaint, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for handling complaints about Sutton Cleaners. It applies to all cleaning services we provide, including regular domestic cleaning, deep cleaning, end of tenancy cleaning, and commercial cleaning. Our goals are to resolve issues as quickly as possible, treat all customers with respect, and use feedback to enhance the quality and consistency of our work.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled an issue. This may include concerns about the standard of cleaning, damage to property, missed appointments, conduct or attitude of cleaners, or problems with administration or invoicing. You do not need to use the word complaint for your concern to be treated seriously and addressed under this procedure.
Raising a Complaint
You can raise a complaint verbally or in writing. While we will do our best to address concerns raised in person or by phone, we encourage you to submit complaints in writing wherever possible so that we have a clear record of the issue. When making a complaint, please provide your full name, your service address, dates and times of the relevant cleaning visit or visits, a description of what went wrong, details of any damage or loss, and what outcome you are seeking. The more detail you provide, the easier it is for us to investigate and resolve your complaint promptly.
Time Limits for Submitting Complaints
To help us investigate effectively, we ask that complaints about the quality of cleaning are submitted as soon as possible and no later than 72 hours after the service. Complaints about billing or administrative issues should normally be raised within 30 days of the relevant invoice or correspondence. We may still review complaints received after these periods, but our ability to investigate may be limited if too much time has passed.
How We Will Handle Your Complaint
When we receive your complaint, we will log it in our internal system and assign it to a member of our management team. We aim to acknowledge all written complaints within a reasonable period of receiving them. During the investigation, we may review schedules, job notes, and any photographs, speak with the cleaning team involved, and, where appropriate, request further information from you. We may also propose a visit to the property to assess any concerns in person.
Once our investigation is complete, we will provide you with a response explaining our findings, any steps we have taken to address the issue, and any measures we are putting in place to prevent similar issues in future. If we find that we are at fault, we will look at appropriate remedies, which may include re-cleaning the affected areas, offering a partial or full service credit, updating our processes or staff training, or other proportionate actions depending on the circumstances.
Timescales for Responses
We aim to resolve most complaints as quickly as possible. For straightforward issues, this may be within a few working days. More complex complaints that require detailed investigation or site visits may take longer. If we need more time, we will keep you informed of the progress and let you know when you can expect a further update or final response. We will always aim to handle your complaint within a reasonable timescale, taking into account the nature of the issue and the information required.
Your Responsibilities When Making a Complaint
We ask that all customers raising a complaint treat our office staff and cleaning teams with courtesy and respect. To help us resolve matters efficiently, please provide accurate information, respond to our requests for further details, and allow us fair access to the property where needed to inspect or re-clean. If a complaint relates to damage, do not dispose of the item or arrange a repair before discussing it with us, as this may affect our ability to assess the situation properly.
Escalating a Complaint
If you are not satisfied with the initial response to your complaint, you may request that it be reviewed by a more senior member of the Sutton Cleaners management team. In your escalation request, explain why you are unhappy with the outcome so far and what resolution you are seeking. The manager reviewing your case will reconsider the evidence, may contact you for further clarification, and will provide a final decision on behalf of Sutton Cleaners.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it in order to investigate and resolve the issue. Any personal data you provide will be processed in line with our data protection practices and used solely for managing your complaint and improving our services.
Using Feedback to Improve Our Cleaning Services
Every complaint is an opportunity for Sutton Cleaners to review and improve our cleaning standards, staff training, and communication with customers. We regularly analyse complaints and feedback to identify patterns, update our checklists and quality control procedures, and support our cleaners in delivering a consistent and professional service across our service area. By telling us when something has not gone to plan, you help us to raise and maintain the standards we aim to provide to all customers.
This Complaints Procedure is designed to be fair, transparent, and accessible. Sutton Cleaners is committed to listening to your concerns, responding constructively, and taking appropriate action to restore your confidence in our cleaning services whenever an issue arises.
