Complaints Procedure
Complaints Procedure for Canary Wharf Cleaners
Canary Wharf Cleaners is committed to delivering reliable, high-quality cleaning services for homes and businesses. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to Handling Complaints
We treat all complaints seriously and use them as an opportunity to improve our cleaning services. Our goals when dealing with a complaint are to listen carefully, respond promptly, act fairly and consistently, and put things right whenever we can. We aim to resolve most concerns quickly, often within the first point of contact.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or how we have handled a previous request or enquiry. This may include issues such as missed areas during a clean, damage to property, cleaners arriving significantly late or not attending, poor communication or follow-up, or incorrect application of agreed pricing or services.
How to Raise a Complaint
You can raise a complaint by contacting our customer service team and clearly stating that you wish to make a complaint. Please provide as much information as possible to help us investigate, including your full name, service address, the date and time of the clean or booking, a clear description of the issue, and any supporting details that may help us understand what went wrong.
We recommend that you raise your complaint as soon as possible after the issue occurs. This allows us to investigate promptly and take corrective action where appropriate.
Stage One: Initial Review and Response
At the first stage, a member of our customer service team will review your complaint and acknowledge it. We will normally:
Record the details of your complaint in our internal system, clarify any points if we need more information, and assign the matter to the appropriate supervisor or manager for review.
Where possible, we will attempt to resolve your concern immediately. For example, this may include offering a rectification clean, giving guidance to the cleaning team, or making a reasonable gesture of goodwill where appropriate.
We aim to provide an initial response within a reasonable timeframe, explaining what we have found so far and any immediate steps we propose to take.
Stage Two: Formal Investigation
If you are not satisfied with the initial response, or if your complaint is more complex, we will carry out a formal investigation. At this stage, a manager or senior member of our team will:
Review all details of the complaint and any previous correspondence, speak with the cleaning operatives or supervisors involved, and if necessary, arrange a visit to the property to assess the situation.
Once the investigation is complete, we will send you a written outcome explaining our findings, any responsibility we accept, and the actions we will take. This may include corrective cleaning, further staff training, adjustments to your account where justified, or other appropriate remedies.
Stage Three: Escalation
If you remain dissatisfied after the formal investigation, you may request that the complaint be escalated for a final internal review. A senior manager, not previously involved with the case, will review the complaint, the steps already taken, and the proposed resolution.
The outcome of this review will be communicated to you, explaining our final position on the matter. We will also confirm any further actions we will take and clarify if there are any external routes available to you, such as seeking independent advice.
Timeframes for Handling Complaints
We aim to acknowledge your complaint promptly, conduct a fair and thorough review, and keep you informed if we need more time. While complex issues may require additional investigation, we will always aim to respond within reasonable timescales and avoid unnecessary delays.
If at any point we foresee a delay in providing a full response, we will let you know, explain the reason, and provide an updated expected timeframe.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information you provide will only be shared with staff who need it to investigate and resolve your complaint. We will store and process your personal data in line with applicable data protection requirements and our internal policies.
Fairness and Non-Retaliation
You will never be treated unfavourably for raising a concern or making a complaint about our cleaning services. We encourage honest feedback from all customers and use it to improve training, quality checks, and the way we operate across our service area.
Learning from Complaints
We regularly review complaints to identify patterns, recurring issues, or areas where we can strengthen our service. This may result in updating our cleaning procedures, enhancing supervision, revising staff training, or improving how we communicate with customers about bookings and expectations.
Using This Procedure
This Complaints Procedure applies to all customers of Canary Wharf Cleaners, including domestic and commercial clients. By following these steps, you help us understand what has gone wrong and give us the opportunity to put matters right and improve our service for the future.
If you have any concerns, we encourage you to contact us as soon as possible so that we can address the issue promptly and work towards a fair and practical resolution.
