Kensington Cleaners Complaints Procedure

At Kensington Cleaners we work hard to provide reliable and consistent cleaning services for homes and businesses. However, we recognise that there may be times when our service does not meet your expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment To You

We are committed to taking all complaints seriously and using them to improve our services. When you raise a concern about a cleaning visit, a member of our team or any aspect of our service, we will aim to handle your complaint in a fair, transparent and timely way.

We will always seek to:

Listen carefully to your concerns and understand what has happened from your point of view.

Acknowledge your complaint promptly and explain the next steps clearly.

Investigate thoroughly and objectively, speaking to all relevant team members where needed.

Provide a clear response and, where appropriate, offer practical solutions or remedies.

Use what we learn from complaints to review our training, systems and quality control checks.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication or our processes, where you would like a response or resolution from us. This can include issues such as missed tasks, service quality concerns, punctuality, conduct of staff, invoicing issues or misunderstandings about what was agreed.

You do not need to use any specific wording or formal language to make a complaint. If you are unhappy and want us to put something right, we will treat it as a complaint.

How To Make A Complaint

You can make a complaint in writing or by speaking directly with us. We encourage you to raise any concerns as soon as possible after the issue arises so that we can investigate promptly and, where appropriate, put things right quickly.

When making a complaint, it is helpful if you can provide:

Your full name and the address where we provided the cleaning service.

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

A clear description of what happened and why you are unhappy.

Any supporting information, such as photographs or notes, if available.

What outcome or resolution you would consider fair, such as a re-clean of specific areas or a review of a particular charge.

Stage One: Initial Resolution

Where possible, we aim to resolve complaints at the first point of contact. If you raise a concern shortly after a cleaning visit, we may be able to arrange a prompt re-clean of the affected areas or discuss an immediate adjustment to the service for future bookings.

At this stage we will:

Listen to your concerns and note all relevant details.

Clarify any points to ensure we understand the issue correctly.

Explain any relevant service guidelines, for example health and safety limits on what our cleaners can do.

Agree with you on reasonable next steps and timescales to address the issue.

If we can resolve the matter to your satisfaction at this stage, we will confirm what has been agreed and monitor any follow-up actions, such as additional training for team members or service adjustments.

Stage Two: Formal Complaint Investigation

If your complaint cannot be resolved informally or you remain dissatisfied after the initial response, you may ask for a formal complaint investigation. This is also appropriate where the issue is complex, ongoing, or involves multiple cleaning visits or staff members.

In a formal investigation we will:

Acknowledge your complaint and confirm that it is being treated as a formal investigation.

Review our records, including appointment notes, checklists, photographs where available and staff reports.

Speak with any team members involved to obtain their account of events.

Assess whether our quality standards, cleaning checklists, health and safety procedures or communication guidelines were followed.

Consider any mitigating circumstances, such as access restrictions, property conditions or pre-existing damage, while still focusing on providing a fair outcome.

Once the investigation is complete we will provide you with a clear response. This will explain our findings, any factors that contributed to the issue, and what actions we will take. Actions may include a re-clean, a partial refund or credit, changes to your cleaning schedule or team, or additional staff training.

Timescales For Handling Complaints

We aim to acknowledge all complaints promptly. Simple issues that can be resolved at the initial stage will usually be addressed within a short timescale. More complex matters that require a full investigation may take longer, especially where multiple visits or team members are involved.

If we need more time to investigate your complaint, we will let you know and explain the reasons for the delay, along with an updated estimated timeframe for our response.

Outcomes And Remedies

Where we find that our service has fallen below our usual standards, we will seek to offer a fair remedy that reflects the nature of the issue and the impact on you. This may include:

Arranging a re-clean of specific areas or a full visit, where appropriate and practical.

Offering a partial or full credit against future cleaning services, where justified.

Reviewing and improving our processes, training or supervision to prevent similar issues.

In some cases, we may conclude that our service was delivered in line with agreed terms and industry practice. Even where we do not uphold a complaint, we will explain our reasoning clearly and respectfully.

Your Responsibilities

To help us resolve complaints effectively, we ask that you:

Report issues as soon as reasonably possible after a visit so evidence and details are still clear.

Provide accurate information about what happened and allow us access to the property where a re-clean or inspection is required.

Communicate with our team courteously, even when you are frustrated or disappointed.

Follow reasonable health and safety or access instructions given by our staff.

Continuous Improvement

Every complaint is an opportunity for Kensington Cleaners to review and enhance the way we work. We record and monitor complaints to identify patterns, such as recurring issues in particular services or areas. This helps us refine our checklists, staff training and supervision so that we can reduce the likelihood of similar concerns arising in the future.

By following this complaints procedure, we aim to build trust with our clients and ensure that any issues related to our cleaning services are addressed promptly, fairly and professionally.