Cleaner Docklands Complaints Procedure

Cleaner Docklands is committed to delivering reliable, high quality cleaning services and to resolving any concerns fairly and promptly. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear and accessible way for clients to tell us when something has gone wrong, so that we can put it right and improve our services. We treat all complaints seriously, whether they relate to domestic cleaning, commercial cleaning, end of tenancy work, after builders cleaning, or any other services we provide.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our conduct on site, or our communication, where a response or resolution is expected. Examples include concerns about the standard of cleaning, missed or late appointments, behaviour or attitude of cleaners, damage to property, or problems with booking, billing, or scheduling.

Who Can Make a Complaint

This procedure is open to any current or recent client of Cleaner Docklands, including household customers, landlords, tenants, letting agents, facilities managers and business clients. A complaint can be made by the client directly or by an authorised representative acting on their behalf.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us to clearly understand the issue and keep an accurate record. When submitting a complaint, please provide your full name, the address or site where the cleaning took place, dates and times of the service, a clear description of the issue, and any supporting information such as photographs or an inventory report if relevant.

Time Limits for Raising a Complaint

We ask that you raise complaints as soon as reasonably possible, ideally within 48 hours of the service taking place. This allows us to investigate effectively and, where appropriate, reinspect the property or attend the site. Complaints raised after a significantly longer period may be more difficult to verify and may limit the options available for resolution, but we will still consider them fairly.

Our Complaints Handling Stages

All complaints follow a structured process to ensure consistency, transparency and fair treatment.

Stage 1: Initial Response

Once we receive your complaint, we will acknowledge it and log it in our internal system. We aim to provide acknowledgement within two working days. At this stage we may contact you to request further details or clarification and to confirm your preferred method of communication for updates.

Stage 2: Investigation

A manager or supervisor will review your complaint in detail. This may include discussing the matter with the cleaners who attended, checking schedules and job records, reviewing any photos or notes from the visit, and where appropriate arranging a site visit or inspection. We aim to complete our investigation within ten working days of acknowledging your complaint, although complex cases may take longer. If we need more time, we will let you know and explain why.

Stage 3: Outcome and Resolution

After the investigation, we will provide a clear written response setting out our findings, any factors we have taken into account, and our proposed resolution. Depending on the circumstances, this may include a re-clean of areas of concern, a partial or full refund, a credit towards future services, practical steps to prevent the issue from recurring, or an explanation where we conclude that the service was provided in line with our agreement.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage 3, you may request an escalation. Your complaint will then be reviewed by a senior member of our team who was not directly involved in the original investigation. You should explain why you are dissatisfied with the initial outcome and what you believe would be a fair resolution. We will aim to provide an escalated response within ten working days. This decision will normally be our final internal position on the complaint.

Fairness, Confidentiality and Data Handling

We handle all complaints in a fair and unbiased way. We do not discriminate against anyone who raises a concern in good faith, and your services will not be adversely affected because you have made a complaint. Information about your complaint will be shared only with staff who need it in order to investigate and respond. We store complaint records securely and in line with our data protection obligations, and we use information from complaints to monitor service quality and identify opportunities for improvement.

Complaints Involving Damage or Insurance

If your complaint involves alleged damage to property or belongings, you should notify us as soon as possible and provide photographs, receipts if available, and a clear description of the item and damage. We may arrange to inspect the damage, and where appropriate we may involve our insurers. In such cases, resolution may depend on the outcome of the insurance review, and timeframes may differ from those set out above. We will keep you informed of progress.

Using This Procedure for Feedback and Suggestions

Not all negative experiences need to be formal complaints. If you simply wish to offer feedback, make a suggestion, or discuss minor issues that do not require a formal investigation, you may still contact us and we will do our best to respond promptly and informally. However, if you clearly state that you wish to make a complaint, this complaints procedure will apply.

Review of This Complaints Procedure

Cleaner Docklands reviews this complaints procedure regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or applicable regulations. The version published here is the current procedure and applies to all complaints raised in relation to our cleaning services.