Complaints Procedure

Kensington Cleaners Complaints Procedure

At Kensington Cleaners, we aim to deliver reliable, high-quality cleaning services on every visit. We recognise that, from time to time, things may not go as planned. This Complaints Procedure sets out how you can raise a concern, how we will respond, and the steps we will take to resolve matters fairly and efficiently.

Purpose and Scope of This Procedure

This procedure explains how customers can complain about any aspect of our cleaning services, including domestic and commercial cleaning, one-off jobs, and regular maintenance visits. It applies to all staff, contractors, and representatives working on behalf of Kensington Cleaners. Our goal is to put things right, learn from feedback, and continually improve our service standards.

Our Commitments to You

When you make a complaint, Kensington Cleaners is committed to:

Treating your complaint seriously and with respect. Acknowledging your concerns promptly. Investigating impartially and based on the facts. Keeping you informed throughout the process. Offering a fair outcome, with appropriate corrective action where necessary. Using your feedback to improve our cleaning processes, training, and quality checks.

What We Class as a Complaint

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

Concerns about the quality or thoroughness of a clean. Issues with timekeeping, access, or missed appointments. Problems with conduct, courtesy, or professionalism of our cleaners. Billing or quoting queries related to a specific service. Health and safety concerns arising during a visit. You do not need to use the word “complaint” for us to treat your feedback as one.

How to Make a Complaint

You can raise a complaint through any of the following methods:

Speaking with our team: If an issue is noticed while the cleaner is still on-site, please speak directly to them or request that they contact their supervisor. Contacting our office team: You may contact our customer support team to explain the issue and request a formal review. Writing to us: You can send a written complaint, providing as much detail as possible, including dates, times, and service locations.

When making a complaint, please provide:

Your full name and any relevant booking reference. The address or site where the cleaning took place. The date and approximate time of the service. A clear description of the issue and how it has affected you. Any supporting information, such as photographs or notes, if available.

Timescales for Raising a Complaint

To help us investigate effectively, we encourage customers to raise concerns as soon as possible and ideally within 7 days of the service. Complaints raised after this period may be more difficult to investigate fully, for example if cleaners or supervisors cannot recall specific details, but we will still do our best to review and respond.

How We Handle Your Complaint

Our process for managing complaints typically follows these stages:

Initial acknowledgement: We aim to acknowledge your complaint promptly once it is received. This acknowledgement may be verbal or written, depending on how you contacted us. Assessment and allocation: A manager or supervisor will review your complaint and decide who is best placed to investigate it, taking into account the nature of the issue and the services provided. Investigation: We may speak to the cleaning team, review schedules or work reports, and, where relevant, request further information from you. This helps us understand what happened and why. Response and resolution: Once the investigation is complete, we will explain our findings, any steps we have already taken, and any remedies or improvements we propose. Follow-up and learning: Where appropriate, we will update internal procedures, provide additional staff training, or adjust quality control checks to reduce the likelihood of similar issues recurring.

Possible Outcomes and Remedies

Depending on the circumstances, outcomes may include:

A clear explanation or apology. Additional cleaning work to address missed or unsatisfactory areas where appropriate. Adjustments to future bookings or service plans. Internal action such as further training, supervision, or performance reviews. In some cases, other remedies that are reasonable and proportionate to the issue raised.

We will always aim for an outcome that is fair both to you and to our staff, based on the facts available.

Escalating Your Complaint

If you feel that your complaint has not been resolved to your satisfaction, you may request that it be reviewed by a more senior member of the Kensington Cleaners management team. When asking for escalation, please explain why you are unhappy with the original outcome and what you would like us to reconsider.

The senior reviewer will look at how the complaint was handled, whether our procedures were followed, and whether the response was reasonable in the circumstances. After this review, we will provide you with a final response.

Fair Treatment of Staff and Customers

Kensington Cleaners is committed to treating both customers and staff fairly. We encourage honest feedback and will never penalise customers for raising genuine concerns. In return, we expect customers to treat our staff with courtesy and respect during any complaint process. We may choose to limit or withdraw services in cases of abuse, harassment, or unreasonable behaviour.

Confidentiality and Data Protection

All complaints are handled in line with our privacy and data protection obligations. Information about your complaint will only be shared with those who need it to investigate and respond. We keep records of complaints for monitoring, training, and quality improvement purposes.

Continuous Improvement

Complaints and feedback are an important part of improving our cleaning services and customer experience. We regularly review complaint patterns to identify where changes may be needed, such as updating equipment, refining cleaning methods, or providing additional training for our teams.

By following this Complaints Procedure, Kensington Cleaners aims to ensure that any concerns are handled promptly, fairly, and transparently, supporting a long-term, trusted relationship with our customers.