Lambeth Cleaners Complaints Procedure
This Complaints Procedure explains how Lambeth Cleaners receives, records and resolves complaints about our cleaning services. Our aim is to deal with every concern fairly, consistently and as quickly as possible, while using feedback to improve our work for all customers.
Our Commitment To You
We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right. We are committed to listening to complaints, treating customers with respect, and resolving issues in a transparent and timely way.
We handle all complaints confidentially and only share information with team members who need it to investigate or resolve your concerns. Raising a complaint will never affect your right to receive our cleaning services in the future.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous request or enquiry. Examples include concerns about the standard of cleaning, missed appointments, conduct of staff, damage to property, communication issues, or delays in responding to messages.
If you contact us with a query or a request for information, this will not usually be treated as a complaint unless you specifically tell us that you wish to make a complaint or it is clear that you are unhappy with our service.
How To Make A Complaint
You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so that we can understand what has happened and respond effectively. Please include the date and time of the service, the address where the cleaning took place, any staff names if known, and a clear description of the issue.
If your complaint relates to an ongoing or recent cleaning visit, we ask that you contact us as soon as possible, ideally within a short time after the service. Prompt notification allows us to investigate more thoroughly, speak to the cleaning team while events are still fresh in their minds, and put things right without delay.
What Happens After You Complain
Once we receive your complaint, we will acknowledge it and start our investigation. We will normally confirm that we have received your complaint and explain the next steps, along with an estimated timescale for our response.
An appropriate member of our team will review the details of your complaint, check any relevant records, and, where necessary, speak to the staff members involved. In some cases, we may contact you to ask for further information or clarification to ensure that we fully understand your concerns.
We aim to provide a full response to most complaints within a reasonable time frame. If we are unable to respond within that time because, for example, we need to carry out further investigation, we will let you know and update you on our progress.
Our Approach To Resolving Complaints
When our investigation is complete, we will provide you with a clear explanation of our findings and the outcome of your complaint. Where we identify that something has gone wrong, we will apologise and explain what we will do to put things right. Depending on the circumstances, this may include arranging a re-clean, adjusting future services, providing staff training or taking other corrective action.
If we do not uphold your complaint, we will explain our reasons and the evidence we have relied on. Even where we believe we have acted correctly, we will still take account of your feedback and consider whether any reasonable improvements can be made to prevent similar concerns in the future.
Escalating Your Complaint
If you are unhappy with the initial response to your complaint, you may ask for a review. Your complaint will then be reconsidered, where possible by a senior member of our team who was not involved in the original investigation. They will look at how your complaint was handled, review any additional information you provide and decide whether the outcome should be changed.
We will inform you of the result of this review and our final position on your complaint. At this stage, we will also confirm any further steps we are able to take in relation to your concerns.
Recording And Using Complaint Information
We keep a record of all complaints received, including how they were resolved and any follow-up actions taken. These records help us to identify repeated issues or patterns, monitor response times and ensure that we are dealing with complaints consistently and fairly.
Information from complaints is reviewed regularly so that we can learn from customer experiences, improve the quality of our cleaning services, and provide ongoing training and guidance to our staff.
Respectful Behaviour And Fair Use Of This Procedure
We expect all customers and team members to behave respectfully throughout the complaints process. Our staff will always aim to remain polite, professional and helpful. We ask that customers communicate with us in the same spirit so that we can focus on resolving the issue.
We will always take genuine complaints seriously. However, we may decide to limit contact if a complaint becomes persistent, abusive or clearly unreasonable, while still fulfilling any legal or contractual obligations we may have.
Review Of This Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Any updates will reflect changes in our services, working practices or applicable guidance, and are intended to provide customers with a straightforward way to raise concerns and have them addressed.
By setting out this Complaints Procedure, Lambeth Cleaners aims to give every customer confidence that their concerns will be taken seriously and handled with care, helping to maintain high standards across all of the cleaning services we provide.
