Complaints Procedure for Flat Cleaners London

Flat Cleaners London is committed to providing reliable, consistent and professional cleaning services across London. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to handle every complaint fairly, promptly and respectfully. Our objectives are to acknowledge any dissatisfaction, understand clearly what went wrong, and put things right wherever reasonably possible. We also use all feedback to improve our cleaning standards, staff training and internal processes.

This procedure applies to all customers of Flat Cleaners London, including regular domestic cleaning clients, one-off deep cleans, and end of tenancy or move-in cleans across our London service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction with our cleaning services, staff conduct, communication or administration, where you would like a response or resolution from us. Examples include:

• Areas you feel were not cleaned to an agreed standard
• Missed or late appointments without satisfactory explanation
• Damage to property or belongings allegedly caused during a clean
• Behaviour or attitude of a cleaner you consider unacceptable
• Errors in bookings, billing, or changes not properly communicated

You do not have to use specific language or refer to this as a formal complaint for us to treat it as one. If you are unhappy and want us to act, we will follow this procedure.

How to Raise a Complaint

You can submit a complaint using any normal communication method you usually use with Flat Cleaners London, such as our contact form or written correspondence. Please provide the following information to help us investigate efficiently:

• Your full name
• The service address
• Date and time of the clean or incident
• The type of service booked, for example regular domestic clean or end of tenancy clean
• A clear description of what went wrong
• Any relevant supporting details, such as photographs or an inventory report

We encourage you to raise any concerns as soon as possible, ideally within 48 hours of the clean, so that we can review the situation while it is still recent and evidence can be verified more easily.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it internally and begin an initial review. We will normally acknowledge your complaint within a reasonable period of time. In this acknowledgement we will confirm that we have received your complaint and outline the next steps.

During this stage, we may contact you if we require further information or clarification, particularly about the property, the exact issues with the clean, or any photos or documents you wish us to consider.

Stage Two: Investigation

After acknowledging your complaint, we will investigate the matter in detail. Depending on the nature of your concerns, this may include:

• Speaking with the cleaner or team who attended your property
• Reviewing any checklists or job notes from the day of your clean
• Considering before and after photos, where available
• Comparing the work carried out to the checklist or service description provided at booking

We aim to complete our investigation within a reasonable timeframe, taking into account the complexity of the issue. If extra time is needed, we will let you know and keep you updated.

Stage Three: Response and Resolution

Once the investigation is complete, we will provide a clear response setting out:

• Our understanding of your complaint
• The outcome of our investigation
• Any steps we have taken or propose to take to resolve the matter

Where your complaint is upheld in full or in part, possible resolutions may include, as appropriate to the situation:

• Offering a re-clean of specific areas
• Offering a partial or full adjustment to your invoice
• Providing guidance or additional training to the cleaner involved
• Adjusting our internal procedures to prevent recurrence

Where your complaint is not upheld, we will explain the reasons for our decision based on the evidence available.

Further Review

If you are not satisfied with our response, you may ask us to review the complaint again. In your request, please explain why you remain dissatisfied and if there is any additional information you would like us to consider.

We will then carry out a further review, which may include a senior member of our team reassessing the complaint and previous findings. Following this review, we will provide you with a final response, explaining our position and any further steps we can reasonably take.

Time Limits and Evidence

We ask that complaints about service quality, such as missed areas or cleaning standards, are raised as soon as possible after the clean. For most services, complaints made long after the job has been completed may be more difficult to verify, particularly where the property has since been used or cleaned again.

Where claims involve damage to items or property, we may ask for dated photographs, receipts or reports to help confirm the condition of the item and the nature of the damage. Providing clear and timely evidence helps us reach a fair and informed conclusion.

Fair Treatment and Respect

We expect all customers and staff to be treated with courtesy and respect throughout the complaints process. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our team. In serious cases, we may decline further services if behaviour towards our staff is unacceptable.

Using Complaints to Improve Our Services

Every complaint we receive is recorded and reviewed. We monitor patterns, such as repeated issues in particular locations or types of service, to help us identify where improvements are needed. This can include updating cleaning checklists, refining our booking information, reviewing travel planning for London routes, or enhancing staff training.

By following this complaints procedure, Flat Cleaners London aims to resolve concerns promptly and fairly, while continually improving the quality and reliability of our cleaning services across the capital.