Complaints Procedure for Canary Wharf Cleaner

Canary Wharf Cleaner is committed to providing a reliable, high-quality cleaning service. We recognise that, on occasion, things may not meet your expectations. This complaints procedure explains how you can raise a concern about our services, what you can expect from us, and how we work to put things right and prevent issues from recurring.

Our Commitment to You

We treat every complaint seriously and see it as an opportunity to improve. We will handle your complaint promptly, fairly, and confidentially. Our aims are to understand what went wrong, take appropriate action, and keep you informed at each stage.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way we have delivered them. This can include, but is not limited to, issues such as the standard of cleaning, conduct or behaviour of cleaning staff, missed or late appointments, communication problems, or any aspect of our service that does not meet the level you reasonably expect.

How to Make a Complaint

You can make a complaint verbally or in writing. You may raise your concern directly with the cleaner on site, with a supervisor, or with our management team. If you make a verbal complaint, we may ask you to confirm the details in writing so we can ensure complete accuracy.

When making a complaint, please provide as much information as possible, including your name, the address or site where the service took place, the date and approximate time of the issue, a clear description of what went wrong, and any immediate steps you would like us to consider. The more detail you provide, the easier it will be for us to investigate and resolve your complaint efficiently.

Stage One: Initial Resolution

In many cases, complaints can be resolved quickly at the first point of contact. If you raise your concern during or immediately after a cleaning visit, our aim is to address it as soon as reasonably possible. This might involve sending a cleaner back to rectify an area, adjusting the work schedule, or clarifying what has been agreed in your cleaning specification.

If your issue cannot be resolved straight away, it will be escalated for further review as part of our formal complaints process.

Stage Two: Formal Complaint and Acknowledgement

Once your complaint has been registered as a formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, summarise our understanding of the issue, let you know who is responsible for handling your complaint, and outline the likely timescale for our investigation and response.

If we need any additional information to proceed, we will request this at this stage to avoid unnecessary delay.

Stage Three: Investigation

An appropriate member of our management team will investigate your complaint. This may involve reviewing cleaning schedules and job records, examining any photographs or supporting information you provide, speaking with the cleaners or supervisors involved, and, where needed, arranging a site visit to assess the situation first-hand.

During the investigation, we will aim to maintain impartiality and to understand all sides of the situation. We may contact you to clarify details or to ask further questions. All information you provide will be treated sensitively and used solely for the purpose of resolving your complaint and improving our services.

Stage Four: Outcome and Resolution

After the investigation is complete, we will provide you with a clear written response. This will set out our findings, address each of the main points of your complaint, explain any factors that contributed to the issue, and outline the steps we will take to resolve the matter.

Possible resolutions may include an apology and explanation, arranging a re-clean of the affected areas, reviewing or amending your cleaning plan, additional staff training, or other corrective actions that are appropriate to the circumstances. Where applicable, we will also explain any changes we are making to our procedures to help prevent a similar issue from arising again.

Timescales

We aim to resolve most complaints within a reasonable period, depending on the complexity of the matter and the availability of key people or information. If, for any reason, we are unable to meet the original timescale indicated in our acknowledgement, we will update you, explain the reason for the delay, and give a revised timeframe.

If You Are Not Satisfied with the Outcome

If you remain unhappy with the outcome of your complaint, you can request a further review. This will normally be carried out by a more senior member of our team who has not been directly involved in the original investigation. The review will consider whether the complaint was handled fairly, whether our response was reasonable, and whether any additional action is required.

Following this review, we will write to you again with our final position on your complaint and any steps we will take as a result.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with those who need it to investigate and resolve the issue. We will store complaint records securely and in line with our data protection responsibilities. These records help us monitor service quality, identify trends, and implement improvements across our cleaning operations.

Continuous Improvement

Feedback from clients is an essential part of our effort to maintain and improve service standards. We regularly review complaints and the actions taken in response, so we can learn from any mistakes and enhance the way we operate. By following this procedure whenever an issue arises, we aim to ensure that our cleaning services remain dependable, professional, and aligned with your expectations.

If you have any concerns about our service, we encourage you to let us know as soon as possible so that we can address them promptly and work with you towards a satisfactory resolution.