Surrey Cleaner Complaints Procedure

Surrey Cleaner is committed to providing a consistently high standard of cleaning services. We recognise that, on occasion, our service may not fully meet your expectations. When that happens, we want to know about it so we can put things right promptly and improve for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to Fair and Prompt Resolution

We treat all complaints seriously, whether they relate to domestic cleaning, commercial cleaning, end of tenancy cleaning, or any other service we provide. Every complaint is handled in a fair, confidential and non-discriminatory way. We aim to resolve most concerns quickly and informally, but, where a more detailed review is needed, we follow a clear, structured process to ensure your complaint is fully investigated.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning services, our staff, or the way we have handled a previous concern. This may include issues such as missed areas, damage, conduct of a cleaner, reliability, communication, or the way an invoice or booking has been managed.

We welcome feedback of all kinds, and we encourage you to contact us even if you are unsure whether your concern counts as a formal complaint. If we consider your concern to be a complaint, we will let you know and follow this procedure.

How to Make a Complaint

You can raise a complaint in writing or verbally. When doing so, please provide as much detail as possible, including:

The date and time of the cleaning service or incident you are unhappy about. The address or site where the service was carried out. A clear description of what went wrong and how it has affected you. Any steps already taken to resolve the issue with our staff on site. Any supporting information such as photos or notes from the day.

Providing clear and accurate information helps us investigate thoroughly and respond more quickly.

Stage 1: Informal Resolution

In many cases, issues can be resolved quickly and informally. If you raise a concern soon after the service, we will usually ask the relevant supervisor or office coordinator to review the situation and respond. Wherever possible, we will:

Acknowledge your concern promptly. Clarify any details we do not fully understand. Offer a practical solution, such as arranging a re-clean, adjusting future visits, or discussing other appropriate remedies.

If we are able to resolve your complaint informally to your satisfaction at this stage, we will confirm what has been agreed and any actions we will take.

Stage 2: Formal Complaint Investigation

If your complaint cannot be resolved informally, or you would prefer it to be treated as a formal complaint from the outset, it will be passed to a manager for investigation. At this stage we will:

Acknowledge your complaint within a reasonable timeframe. Allocate a named person to handle your case. Review all available information, including booking records, schedules, staff feedback and any supporting evidence you have provided.

We may contact you during the investigation to clarify details or request additional information. Our aim is to complete the investigation and provide a written response within a reasonable period, depending on the complexity of the issue. If we need more time, we will let you know and explain why.

Our Formal Response

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

What we have understood from your complaint. What we have found during our investigation. Whether your complaint is upheld in full, in part, or not upheld. What steps we will take to put things right, where appropriate. Any changes we will make to our processes, training or monitoring to prevent similar issues.

Where your complaint is upheld, remedies may include a re-clean, a service adjustment, a goodwill gesture or other appropriate action, depending on the nature and impact of the issue.

Stage 3: Escalation

If you remain dissatisfied after receiving our formal response, you can request that your complaint be escalated. Escalation means that a senior member of our team, who has not previously been involved, will review both your original complaint and the way it was handled.

During escalation, we will:

Re-examine the facts and evidence. Consider whether our previous response was fair and reasonable. Decide whether any further action or remedy is appropriate.

We will then provide you with a final response, explaining our conclusions and any additional steps we will take.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with staff who need it to investigate and resolve your complaint or to improve our services. We keep records of complaints and outcomes in line with our data protection obligations and use this information to monitor trends, identify training needs and improve our cleaning services.

Learning and Continuous Improvement

We view complaints as an important source of learning. By reviewing the issues raised, we can strengthen our standards, refine our cleaning processes, enhance staff training and improve communication with clients. Our aim is not only to resolve individual complaints, but to reduce the likelihood of similar issues occurring in future.

Accessibility of this Procedure

This complaints procedure is available to all clients and prospective clients who use our cleaning services. If you need this information in a different format or would like us to talk you through the process step by step, please let us know and we will do our best to assist.

Surrey Cleaner appreciates the opportunity to address any concerns you may have. Your feedback helps us maintain and improve the quality, reliability and professionalism of our cleaning services across our service area.