Complaints Procedure for Cleaners Bromley Clients

Cleaners Bromley is committed to delivering reliable, high quality cleaning services and to treating all clients fairly and respectfully. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us at every stage.

We use all feedback, including complaints, to improve our cleaning standards, staff training, and customer care. You will never be treated unfavourably for making a complaint in good faith.

Scope of This Complaints Procedure

This procedure applies to all private and commercial clients who use Cleaners Bromley for cleaning services in Bromley and the surrounding areas. It covers concerns about the quality of cleaning, conduct of our cleaners, missed or late appointments, damage or loss, billing or charges, and health and safety issues related to our work.

This procedure does not cover matters that are already the subject of legal action or insurance claims, though we will still cooperate in providing information where appropriate.

Our Complaints Principles

When you raise a complaint with Cleaners Bromley, we aim to ensure that your concerns are handled in line with the following principles:

We will listen carefully and treat you with courtesy and respect at all times. We will deal with your complaint promptly, aiming to resolve most issues at the earliest opportunity. We will investigate matters impartially, considering all available evidence. We will keep your information confidential and handle your data in line with our privacy practices. We will use what we learn from complaints to improve our services.

How to Make a Complaint

You can raise a complaint in writing or verbally. When you contact us, please provide as much detail as you can so we can investigate effectively. It is helpful if you include your full name, the property address where the cleaning took place, the date and approximate time of the cleaning visit or incident, a clear description of what went wrong, any relevant supporting details such as photographs, and how you would ideally like us to resolve the matter.

If you are raising a complaint about an ongoing or regular cleaning service, please contact us as soon as possible after the issue arises so that we can address it promptly and prevent it recurring.

Informal Resolution

Where possible, Cleaners Bromley aims to resolve complaints informally and quickly. In many cases, concerns can be addressed by our customer support team or the supervisor responsible for your booking. Informal resolution may include offering to return to re-clean affected areas, reviewing and adjusting your cleaning schedule or checklist, clarifying the agreed scope of work, or providing guidance or feedback to the cleaner or team involved.

If we can resolve your complaint informally to your satisfaction, the matter will be closed, though we will still record the details for monitoring and training purposes.

Formal Complaint Stage

If your complaint cannot be resolved informally, or if you prefer a formal review from the outset, you may ask for your concern to be treated as a formal complaint. At this stage, a manager or senior member of staff not directly involved in the original service will review the matter.

We will acknowledge formal complaints within a reasonable timeframe and explain the steps we will take. Our investigation may include reviewing booking records and cleaning instructions, speaking with the cleaners who attended your property, and examining any photographs or documents you have supplied.

Once the investigation is complete, we will provide a written response explaining our findings, whether your complaint has been upheld in full or in part, any actions we propose to take to resolve the issue, and any changes we will make to prevent a similar situation in future where appropriate.

Response Times

Cleaners Bromley aims to respond to complaints without unnecessary delay. Timeframes may vary depending on the nature and complexity of the issue, the need to arrange site visits or speak to staff, and the availability of relevant information. If we need more time to complete a thorough investigation, we will let you know and keep you updated on progress.

Possible Outcomes and Remedies

Where a complaint is upheld, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include arranging a re-clean of specific areas, adjusting future cleaning tasks or schedules, providing staff retraining or increased supervision, reviewing internal procedures and checklists, or other appropriate steps to put things right.

In cases involving alleged damage or loss, we will review the information you provide and our own records and will work with you to reach a fair outcome, which may include referral to our insurers if applicable and appropriate.

Escalation of Complaints

If you are not satisfied with the outcome of your formal complaint, you may request that it is reviewed by a more senior manager. You should explain why you remain dissatisfied and what further outcome you are seeking. We will then reconsider the information available and may request additional details or clarification from you or from members of staff.

After this review, we will provide a final response explaining our position. Once this stage is complete, we may not be able to re-open the complaint unless new and significant information becomes available.

Recording and Monitoring Complaints

Cleaners Bromley keeps a record of complaints and their outcomes. This helps us monitor patterns, identify areas for improvement, and ensure that our cleaning services in Bromley and nearby areas remain consistent and reliable.

We periodically review complaint data to enhance staff training, refine procedures, and improve communication with clients. Your feedback is an important part of this ongoing process.

Confidentiality and Data Protection

All complaints are handled as confidentially as possible. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter. We will store and process any personal data you provide in line with applicable data protection principles.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update the procedure from time to time to reflect changes in our internal processes, relevant guidance, or client feedback. The version published on our website or provided to you on request will always be the most current version.

Cleaners Bromley appreciates your feedback and the opportunity to put things right when they go wrong. Our aim is to resolve complaints promptly, fairly, and in a way that strengthens your confidence in our cleaning services.