Brompton Cleaners Complaints Procedure

Brompton Cleaners is committed to providing reliable, high-quality cleaning services for homes and businesses. We aim to resolve any concerns quickly, fairly, and transparently. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.

1. Purpose and Scope

This complaints procedure applies to all customers who use Brompton Cleaners for domestic or commercial cleaning services. It covers issues such as service quality, conduct of cleaning staff, missed or late appointments, and any other aspect of the service you feel has not met the standards we have agreed.

We treat all complaints seriously and use them to improve the way we plan and deliver our cleaning work. Making a complaint will not affect your right to continue using our services, and you will be treated with respect at all times.

2. What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services where you would like a response or resolution. This can include, for example, concerns that:

Cleaning was not completed to a reasonable standard or as agreed in your booking.

An agreed appointment was missed, delayed, or changed without suitable notice.

Our cleaning team behaved in a way you found unprofessional or discourteous.

You feel we have not followed our own policies or the terms agreed with you.

If you are unsure whether your concern counts as a complaint, you are still welcome to raise it with us. We will handle it under this procedure if a response or investigation is needed.

3. How to Raise a Complaint

You can raise a complaint in writing or verbally. We encourage you to contact us as soon as possible after the issue occurs so that we can investigate promptly while details are still clear.

When you contact us, please include the following information where possible:

Your full name and, if applicable, the business name.

The address where the cleaning took place.

The date and time of the relevant cleaning appointment.

A clear description of what happened and why you are dissatisfied.

Any images or notes you have made that may help explain the issue.

How you would like us to put things right, if you have a preferred outcome.

If you raise a complaint verbally, our team will record the details so that the matter can be properly logged and investigated.

4. Our Complaints Handling Stages

Stage One: Initial Response

Once your complaint has been received, we will acknowledge it and ensure it is logged. An appropriate member of our team will review the details of your concern, including any relevant booking information and staff reports.

At this stage we may contact you for clarification or additional information. We aim to understand what went wrong, how it has affected you, and what outcome you are seeking.

Stage Two: Investigation and Proposed Resolution

We will investigate your complaint in a fair and impartial way. This may include speaking to the cleaners who attended your property, reviewing schedules and checklists, and examining any evidence you have provided.

Once the investigation is complete, we will explain our findings to you in plain language. Where we accept that standards have not been met, we will propose a suitable remedy. This could include, for example, a return visit to complete or correct the cleaning work, an adjustment to your invoice, or other steps that are appropriate to the circumstances.

If we find that the service was delivered as agreed, we will explain how we reached that conclusion. Even where a complaint is not upheld, we may still make recommendations to our team to help prevent similar concerns in future.

Stage Three: Further Review

If you are not satisfied with the outcome at Stage Two, you can request a further review. A senior member of our management team, who has not been directly involved in the original response, will look again at your complaint, the investigation, and the proposed resolution.

The reviewer may contact you to discuss any remaining concerns and to clarify what would be a reasonable resolution from your point of view. After this review, we will provide you with a final response setting out our position and any additional steps we are able to take.

5. Timescales

We aim to handle all complaints as quickly as possible while still carrying out a thorough investigation. Our general timescales are:

Acknowledgement of your complaint within a reasonable period.

Completion of the initial investigation and proposed resolution within a reasonable period, depending on complexity and availability of information.

Completion of any further review within a reasonable period where you request escalation.

If there is likely to be a delay, for example because key staff are unavailable or further information is needed, we will inform you and keep you updated on progress.

6. Fairness, Confidentiality and Data Protection

All complaints are handled with respect for your privacy. We only share details of your complaint with those who need to know in order to investigate and resolve the issue, such as relevant supervisors and cleaning staff.

We aim to treat all parties fairly and to consider both the customer perspective and the information provided by our cleaners. We may use anonymised information from complaints to provide training, improve procedures, and monitor the overall quality of our cleaning services.

7. Remedies and Continuous Improvement

Where a complaint is upheld, we will aim to put things right in a way that is proportionate to the impact of the issue. Remedies may include corrective cleaning, service adjustments, or other actions agreed with you.

We also use complaints to help us identify patterns and areas where our service can be improved. This may lead to changes in staff training, scheduling, quality checks, or how we communicate before and after cleaning appointments.

8. Ending or Refusing Service

In rare cases, where the relationship between Brompton Cleaners and a customer has broken down, we may decide that it is no longer appropriate to continue providing services. This could be due to repeated unreasonable behaviour, abusive language towards staff, or persistent refusal to allow us to reasonably resolve issues.

Any such decision will be taken seriously and only after senior review. It will not affect your right to raise a complaint about past services already delivered.

9. Updates to This Procedure

We may update this complaints procedure from time to time to reflect changes in our services, our internal processes, or relevant regulations. The version available on our website will always be the most current. By continuing to use Brompton Cleaners, you acknowledge that you have had the opportunity to read and understand this procedure and how we handle complaints related to our cleaning services.