Complaints Procedure

Complaints Procedure for Sutton Cleaner

This Complaints Procedure explains how you can raise a concern about Sutton Cleaner, how we handle complaints, and the steps we take to put things right. We are committed to providing reliable, high quality cleaning services and to dealing with any issues in a fair, transparent and professional way.

Our Commitment to You

We aim to deliver services that meet or exceed your expectations on every visit. When something goes wrong, we want to know so that we can resolve the matter quickly and improve our standards. We treat all complaints seriously, whether they relate to domestic cleaning, commercial cleaning, one-off cleans or ongoing maintenance services.

We will always aim to:

Respond to your complaint as quickly as reasonably possible.

Handle your concerns courteously and respectfully.

Investigate matters thoroughly and objectively.

Provide a clear explanation and, where appropriate, a suitable remedy.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication or policies, where you would like a response or resolution. This may include:

Concerns about the quality of cleaning carried out at your property.

Issues with punctuality, reliability or attendance.

Concerns about conduct, attitude or behaviour of our cleaning staff.

Problems with booking arrangements, access or cancellations.

Disputes over charges, invoices or scope of work.

If you are unsure whether your concern is a complaint, you can still contact us and we will advise you on the appropriate next steps.

How to Make a Complaint

You can raise a complaint using your usual method of communication with us. We encourage you to provide as much detail as possible so we can investigate effectively. When making a complaint, please try to include:

Your full name and the address where the cleaning took place.

The date and, if possible, the time of the service or incident.

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

Any supporting information, such as photographs or notes, if relevant.

What you would consider to be a reasonable resolution.

We recommend that you raise your complaint as soon as possible after the issue occurs, and ideally within a reasonable time period of the service date. This allows us to investigate while details are still recent and accurate.

Initial Resolution by Frontline Staff

In the first instance, we will seek to resolve most complaints informally through our office team or the relevant supervisor. Many issues can be addressed quickly by:

Clarifying what was agreed in your original booking.

Arranging a return visit or re-clean of specific areas.

Adjusting the service plan for future visits.

Correcting any genuine billing or scheduling errors.

If we are able to resolve the matter at this stage, we will confirm the outcome with you. If you are not satisfied with the proposed resolution, you can ask for the complaint to be escalated.

Formal Complaint and Investigation

If your complaint cannot be resolved informally, it will be treated as a formal complaint and referred to a manager. The manager will review the details of your complaint, the information provided by staff, and any relevant records such as booking notes, checklists or photographs.

During the investigation, we may:

Contact you to ask for further information or clarification.

Speak with the cleaners or supervisors who attended your property.

Review internal procedures, training and policies related to the issue.

Inspect the property where appropriate and with your agreement.

We aim to provide a substantive response to formal complaints within a reasonable time frame. If we need more time to investigate, we will let you know and give an indication of when you can expect a full response.

Outcomes and Remedies

Once our investigation is complete, we will explain our findings and the reasons for our decision. Where we identify that something has gone wrong on our part, we will seek to offer a fair and proportionate remedy. This may include one or more of the following, depending on the circumstances:

Providing a re-clean of the affected areas.

Adjusting future services to prevent a recurrence.

Offering a partial or full credit on your account, where appropriate.

Providing additional staff training or amending internal procedures.

In some cases, we may conclude that our service was delivered as agreed and that no remedy is appropriate. In those situations, we will still explain our reasoning clearly.

Escalation and Further Steps

If you remain dissatisfied after receiving our formal response, you can request that your complaint is reviewed by a senior member of our team. They will consider whether the investigation was carried out fairly, whether the outcome was reasonable, and whether any further actions are required.

Following this final internal review, we will confirm our definitive position on the complaint. At this stage, our internal complaints process will be considered complete.

Confidentiality and Data Protection

We handle all complaints sensitively and will treat the information you provide with confidentiality, sharing it only with staff who need to know in order to investigate and resolve the matter. Any personal data you provide as part of your complaint will be processed in line with our obligations under relevant data protection laws and our privacy practices.

Using Feedback to Improve Our Services

We value feedback from all customers, whether positive or negative. Complaints help us identify areas where we can improve our cleaning services, training, communication and internal procedures. We regularly review complaints data to identify patterns and make any necessary changes to enhance the quality, safety and reliability of our work across the areas we serve.

By following this Complaints Procedure, we aim to respond to your concerns fairly, transparently and promptly, while continuously improving the standards of service you receive from Sutton Cleaner.