Complaints Procedure for Hampstead Cleaners

Hampstead Cleaners is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues promptly and fairly.

Our Commitment to Handling Complaints

We treat every complaint seriously and use each one as an opportunity to review and improve our services. Our aims are to make it straightforward for you to tell us when something has gone wrong, to investigate thoroughly and impartially, and to resolve matters as quickly as possible.

We will always handle your complaint with courtesy, respect and confidentiality, and we will keep you informed at key stages of the process.

What This Procedure Covers

This procedure applies to complaints about any cleaning service delivered by Hampstead Cleaners, including regular domestic cleaning, one-off deep cleans, end-of-tenancy cleaning, and commercial cleaning services. It covers issues such as service quality, conduct of staff, reliability, adherence to agreed schedules and any concerns about how we have managed your booking or account.

This procedure does not cover matters that are being handled by insurers, legal claims being pursued through formal channels, or complaints about third party companies that are not acting on behalf of Hampstead Cleaners.

How to Raise a Complaint

If you are unhappy with any aspect of our cleaning service, we encourage you to raise your concern as soon as possible so that we can put things right. When you contact us, please provide as much detail as you can, including the date and time of the clean, the service address, a clear description of the issue and what outcome you are seeking. Where relevant, please also tell us about any previous discussions you have had with our staff about the same matter.

You may raise a complaint verbally or in writing. If you raise a concern informally with a member of the team during or immediately after the clean, they will do their best to resolve it on the spot. If the matter cannot be resolved straight away, or you feel it needs formal review, it will be handled under this Complaints Procedure.

Step One: Initial Assessment and Acknowledgement

Once we receive your complaint, we will record it in our internal system and carry out an initial assessment. We will acknowledge your complaint within a reasonable time frame, confirming that we have received it and explaining the next steps. At this stage we may contact you if we need any further information to understand the issue clearly.

For straightforward issues that can be easily verified, we will aim to resolve the matter promptly at this early stage, wherever possible.

Step Two: Investigation

If your complaint cannot be resolved immediately, it will be passed to a supervisor or manager for investigation. The person handling your complaint will review all relevant information, which may include job records, checklists, staff notes and any photographic evidence provided. They may also speak to the cleaning team who attended the property and, where necessary, to you for further clarification.

We will conduct the investigation as quickly as is reasonably possible, taking into account the complexity of the matter and the availability of those involved. Our goal is to reach a clear understanding of what happened and whether our usual standards and procedures were followed.

Step Three: Response and Resolution

Once the investigation is complete, we will provide you with a response setting out our findings, any conclusions reached and, where appropriate, the steps we propose to take to resolve the complaint. Possible outcomes may include an explanation and apology, a corrective visit, a partial or full service credit, or other reasonable remedial action, depending on the circumstances.

We will explain our reasoning clearly and, where we do not uphold part or all of the complaint, we will outline why we have reached that decision. If you remain dissatisfied after our response, you may ask for the complaint to be reviewed by a more senior member of the team, who will consider whether the process and outcome were fair and reasonable.

Time Limits for Raising Complaints

To enable us to investigate effectively, we ask that complaints about cleaning work are raised within a reasonable period from the date the service was provided. Complaints raised long after the event may be more difficult to verify and resolve. We encourage you to inspect the areas cleaned as soon as possible after each visit and to contact us promptly if you have any concerns.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, monitoring our performance and improving our services. We will share details only with staff who need to know in order to deal with the matter appropriately.

We handle all personal information in line with applicable data protection requirements and our internal data handling policies.

Learning from Complaints

Hampstead Cleaners is committed to continuous improvement. We regularly review complaints to identify recurring issues, training needs and opportunities to strengthen our procedures. Where appropriate, we will use what we have learned to update staff training, refine our quality checks and adjust our working practices to reduce the risk of similar issues in the future.

Unreasonable or Abusive Behaviour

We are committed to treating all clients fairly and respectfully, and we ask for the same courtesy in return. While we understand that complaints can arise from stressful situations, we will not tolerate abusive, threatening or discriminatory behaviour towards any member of staff. Where behaviour is unreasonable or abusive, we may limit or withdraw communication or services, while still seeking a fair conclusion where possible.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with our commitment to high quality cleaning services and customer care. Any updates will apply to complaints raised after the date of the revision.

We value your feedback and appreciate the opportunity to address any concerns. Your comments help Hampstead Cleaners maintain and improve the standards of service we aim to deliver throughout our service areas.