Tufnell Park Cleaner Complaints Procedure

At Tufnell Park Cleaner, we aim to provide 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 handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We are committed to treating every complaint seriously and dealing with it promptly, fairly, and confidentially. We use all feedback, positive and negative, to improve the way we operate across our cleaning services and local service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, booking process, or communication, where you would like a response or resolution. Examples include:

Issues with the quality or consistency of cleaning work

Missed or late appointments

Concerns about behaviour or professionalism of cleaners

Problems with pricing clarity or service description

Any other matter where you feel we have not met the standard you reasonably expect

How to Make a Complaint

You can raise a complaint using any written method that suits you, such as a letter or online message through our website contact form if available. If you initially raise your concern verbally, we may ask you to follow it up in writing so we have a clear record of the issue and can investigate thoroughly.

To help us handle your complaint efficiently, please provide:

Your full name

The address where the cleaning took place

The date and time of the service

A clear description of what went wrong

What outcome you are seeking, if you have a preferred solution

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system. We aim to acknowledge your complaint within a reasonable time frame, usually within a few working days. In this acknowledgement, we will confirm that we have received your complaint and give you an indication of when you can expect a further response.

Stage Two: Investigation

Your complaint will be assigned to an appropriate member of our management team who is not directly involved in the matter you have raised. The person handling your complaint may:

Review job records, booking notes, and checklists

Speak to the cleaners or supervisors who attended your property

Review any photographs or evidence you provide

Consider our usual procedures and standards for the service you booked

If we need more information from you to complete our investigation, we will contact you to clarify details. During this time, we ask that you respond as fully as possible to help us reach a fair and accurate conclusion.

Stage Three: Response and Resolution

After we have investigated your complaint, we will provide a written response setting out:

What we understand your complaint to be

The steps we took to investigate it

Our findings and any conclusions reached

Any actions we will take to put things right where appropriate

Possible outcomes may include an explanation, an apology, corrective actions on a future visit, staff retraining, partial or full re‑clean of affected areas where reasonable, or other steps that we consider fair in the circumstances.

Timeframes

We aim to resolve most complaints within a reasonable period, taking into account the nature and complexity of the issue. If, for any reason, our investigation is likely to take longer, we will inform you and keep you updated on progress.

If You Are Not Satisfied with the Outcome

If you remain unhappy after our written response, you may request that your complaint is reviewed by a more senior member of our management team, where available. They will consider whether the original investigation was handled fairly and whether the outcome was reasonable based on the information available.

While we always aim to reach a solution that you consider fair, there may be occasions where we are unable to agree to the outcome you request. In such cases, we will explain our reasons clearly and confirm that we have reached the end of our internal complaints process.

Confidentiality and Data Protection

All complaints are handled in confidence. Details are only shared internally with those who need the information to investigate and respond. We handle all personal information in line with applicable data protection principles and retain complaint records only as long as is necessary for legitimate business and legal purposes.

Using Feedback to Improve Our Services

We regularly review complaint trends, common themes, and service issues to help us improve our cleaning services, staff training, and communication. By letting us know when something has gone wrong, you help us raise our standards across the areas we serve and provide a better experience for all our clients.

Reasonable Expectations

We expect all parties to act respectfully throughout the complaints process. We will not tolerate abusive, threatening, or discriminatory behaviour towards our staff. In rare cases, we may decline to continue communication if a complainant behaves unreasonably or persistently in a manner that prevents us from handling the matter properly.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or legal requirements. The most recent version will always apply to how we handle new complaints.

If you have concerns about any aspect of our cleaning services, we encourage you to contact us as soon as possible so we can address the matter quickly and work towards a satisfactory resolution.