Kingston Cleaner Complaints Procedure

Kingston Cleaner is committed to providing reliable, high quality cleaning services and responsive customer care. We recognise that occasionally things may not go as planned, and we welcome feedback so we can put matters right and improve our standards. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we will take to reach a fair resolution.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear and straightforward way to report any dissatisfaction with our cleaning services, our staff, or our communication. It sets out the stages we follow to investigate complaints, the timescales we aim to meet, and how we keep you updated. Our goal is always to resolve issues promptly, politely, and professionally.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Kingston Cleaner, whether it relates to a one-off visit or ongoing cleaning arrangements. This may include, but is not limited to, concerns about the quality of cleaning work, punctuality or reliability of cleaners, conduct or behaviour of staff, accuracy of invoices or quotations, or communication and customer care. We treat all complaints seriously, whether they are minor issues or more significant problems.

How to Make a Complaint

You can raise a complaint with Kingston Cleaner in writing, by phone, or in person. Please provide as much detail as possible so we can understand and investigate your concerns thoroughly. It is helpful if you include your full name, service address, dates and times of the cleaning visit, a clear description of the issue, and any relevant information such as photos or notes. If your concern relates to an ongoing contract, please also state whether the matter is urgent.

We encourage customers to raise any issues as soon as possible after the cleaning visit so we have the best opportunity to inspect, correct and learn from what has happened. However, we will consider all complaints raised in good faith, even if some time has passed.

Initial Response and Acknowledgement

Once we receive your complaint, we will record it in our internal system and assign it to a responsible person for review. We aim to acknowledge all complaints within two working days. In this acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an estimated timeframe for our investigation and response.

If we require further information or clarification, we may contact you at this stage to ensure we fully understand your concerns before proceeding.

Investigation of Your Complaint

Your complaint will be investigated by an appropriate member of the Kingston Cleaner management team who was not directly involved in the issue wherever possible. The investigation may include a review of job records, notes from our scheduling system, feedback from the cleaning team, and any supporting information you have provided.

Where necessary, we may arrange a site visit to inspect the premises, review the quality of work, or discuss the matter with you in person. Our priority is to gain an accurate understanding of what has happened so we can respond fairly and constructively.

Our Proposed Resolution

After completing our investigation, we will contact you with our findings and proposed resolution. We aim to provide a full response within ten working days of acknowledging your complaint, although more complex issues may require additional time. If we need more time, we will explain the reason and provide an updated timescale.

Depending on the nature of the complaint, possible outcomes may include an apology, a return visit to rectify the work, adjustments to the service plan, staff retraining, or a review of our internal procedures. Where appropriate, we may also consider a partial or full refund or a credit towards future cleaning services. Any resolution will be tailored to the specific circumstances and guided by fairness and reasonableness.

If You Are Not Satisfied With the Outcome

If you are not satisfied with our initial response or proposed resolution, you may request that your complaint is reviewed at a higher level within Kingston Cleaner. A senior manager will then re-examine the case, including the original investigation, the evidence considered, and the decision made.

The senior manager will provide a final written response setting out their conclusions, the reasons for their decision, and any further actions that will be taken. This is the final stage of our internal complaints procedure.

Confidentiality and Data Protection

All complaints are handled sensitively and in confidence. Information is shared only with those who need it in order to investigate and resolve the matter. We store and process personal data in line with applicable data protection laws and our privacy practices. Details of complaints may be used in anonymised form for training, quality control, and service improvement.

Using Complaints to Improve Our Services

Kingston Cleaner views complaints as a valuable source of feedback. We regularly review complaints data to identify any patterns, recurring issues or areas where our staff or processes need extra support. This helps us refine our cleaning methods, update staff training, improve communication, and ensure more consistent service quality for all customers in our service area.

Reasonable Behaviour and Fair Use of This Procedure

We are committed to treating every customer with courtesy and respect and expect the same in return. Our staff should not be subjected to abusive, threatening or discriminatory behaviour. In rare cases where a customer behaves unreasonably or repeatedly raises the same issue without new information, we may limit the ways in which we communicate, while still ensuring that genuine complaints are addressed fairly.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. Kingston Cleaner may update the procedure from time to time to reflect changes in our operations, legal requirements or best practice in customer care. The most current version will always apply to any complaint being handled.