Cleaner Brent Complaints Procedure

Cleaner Brent is committed to providing reliable, professional cleaning services and a positive experience for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right quickly and learn from the experience. 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 Approach to Complaints

We treat all complaints seriously and handle them in a fair, consistent and respectful manner. Our goals are to resolve issues promptly, maintain clear communication with you, and improve our cleaning services based on your feedback. We aim to repair trust, not just meet minimum obligations, and we welcome constructive comments about any aspect of our work, from a single visit to an ongoing cleaning schedule.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of cleaning provided, the conduct of our cleaners, the reliability of our appointments, the accuracy of our billing, or the way we have handled your information or booking. You do not need to label your concern as a complaint for us to treat it as one. If you are unhappy with any part of our service, we want to hear from you.

How to Raise a Complaint

You can raise a complaint in a way that is convenient for you. You may contact us verbally or in writing. When making a complaint, please provide your full name, the service address, the date and time of the cleaning visit, a clear description of the issue, and any relevant information such as photos or notes about what went wrong. The more detail you provide, the quicker and more accurately we can investigate.

Timeframe for Making a Complaint

We encourage you to contact us as soon as possible after the problem occurs. This allows us to respond swiftly and review the details while they are still fresh. In relation to cleaning quality, it is particularly helpful if you raise concerns within 48 hours of the visit so we can properly assess the situation and, where appropriate, arrange a prompt re-clean or other remedy.

Stage One: Initial Handling and Acknowledgement

When we receive your complaint, we will record it in our internal system and assign it to a member of our team 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 let you know if we require any further information to start our investigation.

Stage Two: Investigation and Response

Once your complaint has been acknowledged, we will investigate the issues raised. This may involve speaking with the cleaner or cleaning team who attended your property, reviewing any checklists, notes or photographs, and considering any relevant booking or communication history. We aim to provide a full response within ten working days of acknowledging your complaint. If we are unable to meet this timescale, we will keep you informed of the reason for the delay and provide an updated timeframe.

Our written response will explain our findings, set out our decision, and, where appropriate, offer a remedy. Remedies may include a re-clean, an adjustment to your invoice, changes to your cleaning schedule, or other reasonable solutions designed to address your concerns.

Stage Three: Escalation and Review

If you are not satisfied with the outcome at Stage Two, you may request that your complaint be reviewed at a higher level within Cleaner Brent. When doing so, please explain why you remain dissatisfied and what outcome you are seeking. A more senior member of our team will then review the handling of your complaint, the evidence considered, and the decision reached, and will issue a final response wherever possible within ten working days.

Fair Treatment and Confidentiality

We handle all complaints confidentially and only share information with those who need it to investigate and respond. We will not treat you differently or reduce the quality of your cleaning service because you have raised a complaint. Our aim is to maintain a respectful relationship and to find a fair solution, even where we may not fully agree with every aspect of the complaint.

Possible Outcomes and Remedies

Depending on the nature and seriousness of the complaint, possible outcomes may include a sincere apology, clarification or additional information about our services, corrective actions such as a re-clean, operational changes to prevent recurrence, or adjustments to your charges. We will always explain the reasoning behind any decision and seek to ensure that the outcome is reasonable and proportionate to the issue raised.

Using Complaints to Improve Our Service

Complaints and feedback help us identify areas where our cleaning standards, communication, or scheduling can be improved. We regularly review complaint trends, share learning points with our teams, and update our training and processes to reduce the chances of similar issues happening again. By telling us when something goes wrong, you are helping Cleaner Brent maintain and improve the quality of its services.

Monitoring and Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and aligned with our commitment to high service standards. We may update it from time to time to reflect changes in our operations or in best practice for handling customer feedback. The version published here is the most current procedure and applies to all complaints relating to Cleaner Brent services.