Complaints Procedure for Richmond Cleaners

Richmond Cleaners is committed to providing reliable and professional cleaning services for homes and businesses. If something goes wrong, we want to know about it quickly so we can put it right and improve our service. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.

1. Purpose of this procedure

The purpose of this complaints procedure is to:

Provide a clear and straightforward way for customers to tell us when they are unhappy with any aspect of our cleaning services.

Ensure that all complaints are handled fairly, consistently and within reasonable timescales.

Help us identify areas where we can improve our domestic and commercial cleaning operations, staff training and customer communication.

This procedure applies to all customers of Richmond Cleaners, including regular contract clients and one-off bookings such as end of tenancy, deep cleans, office cleans and specialist cleaning services.

2. What counts as a complaint

A complaint is any expression of dissatisfaction, whether oral or written, about our services, staff, communication, or the way we have handled a previous concern. Examples include complaints about:

The quality or thoroughness of a clean, including missed areas or damage to property.

Punctuality, reliability or attendance of our cleaning teams.

Professional conduct, behaviour or attitude of our staff or representatives.

Billing, charges or clarity of quotations for cleaning work.

Health and safety practices or the use of cleaning products on your premises.

How a previous complaint or issue was handled.

3. How to make a complaint

You can raise a complaint with Richmond Cleaners in any reasonable way that is convenient for you, including in writing or by speaking directly with us. When making a complaint, please provide the following information where possible:

Your full name and, if applicable, your company name.

The property address or site where the cleaning service was provided.

The date and approximate time of the clean or event you are complaining about.

A clear description of what went wrong and how it has affected you.

Any relevant supporting information, such as photographs or notes.

Your preferred outcome or how you would like us to resolve the matter, if you have a particular resolution in mind.

You can raise your complaint with the cleaner on site, your regular contact at Richmond Cleaners, or our management team. All complaints received will be recorded and passed to an appropriate manager for review.

4. Our complaints handling stages

We aim to resolve complaints quickly and fairly, usually in two stages.

Stage 1 – Frontline resolution

In many cases, complaints can be resolved immediately or within a short period by the person you first contact. This may be your regular cleaner, the team leader, or a member of our office staff. Where possible, we will:

Listen carefully to your concerns and clarify any details we are unsure about.

Offer an on-the-spot solution where appropriate, such as re-cleaning an area, adjusting future visits, or correcting minor issues.

Explain what we will do next and when, if the matter cannot be resolved straight away.

We aim to resolve most straightforward complaints at Stage 1 within a few working days. If you are not satisfied with the outcome, or if the matter is more serious or complex, your complaint will be escalated.

Stage 2 – Formal investigation

If a complaint cannot be resolved at Stage 1, or it concerns a more serious issue such as alleged damage, repeated service failures, or conduct concerns, it will move to Stage 2. At this stage, a manager or senior member of staff will:

Formally acknowledge your complaint and confirm that it is being investigated.

Review all relevant information, such as schedules, job sheets, staff reports and any evidence provided.

Contact you if further details or clarification are needed.

Assess what went wrong, why it happened, and what should be done to resolve it.

Provide a clear written response outlining our findings, any actions we will take, and the reasons for our decision.

Where practicable, we aim to complete Stage 2 investigations within a reasonable time, depending on the complexity of the issue. If we need more time, we will let you know and keep you updated.

5. Possible outcomes and resolutions

Where a complaint is upheld in full or in part, we will take appropriate steps to put things right. Possible outcomes may include, but are not limited to:

Arranging a re-clean or additional cleaning visit at no extra cost.

Offering a partial or full credit against future cleaning services, depending on the circumstances.

Providing an apology and explanation where service has fallen below our expected standards.

Reviewing or changing our working methods, schedules or staff allocation on your site.

Providing staff training or guidance to reduce the risk of the same issue occurring again.

In cases involving alleged damage, we will follow our internal process for assessing liability and, where appropriate, discuss repair or replacement options with you in line with our terms and conditions.

6. Your responsibilities when raising a complaint

To help us address your complaint efficiently, we ask that you:

Raise any concerns as soon as reasonably possible after the service, ideally within a short time of the clean taking place.

Provide clear, factual information and avoid abusive or offensive language.

Allow us reasonable access to the property or site, if needed, to inspect the issue.

Cooperate with any reasonable requests for information or evidence.

This allows us to investigate thoroughly and reach a fair and timely outcome.

7. Continuous improvement

Richmond Cleaners uses information from complaints and feedback to improve our cleaning services, processes and training. We regularly review the types and frequency of complaints received to identify trends and areas for development, helping us to maintain a high standard of service for all customers.

8. Review of this procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with good practice in the cleaning industry. We may update it from time to time to reflect changes in our operations or relevant requirements. The version published here is the most current procedure used by Richmond Cleaners.

If you have any questions about this complaints procedure, or if you need help making a complaint, please contact Richmond Cleaners and a member of our team will assist you.