Complaints Procedure for Flat Cleaning London

Flat Cleaning London is committed to providing a reliable and professional flat and apartment cleaning service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know, so we can put things right and improve our services. 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 take every complaint seriously and treat it as an opportunity to learn and improve. Our aims when you raise a complaint are to:

Listen carefully and understand your experience in full, respond in a fair and timely manner, keep you informed throughout the process, put things right where we have made a mistake, and use feedback to prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, scheduling, communication, or charges, where you would like a response or resolution. This can include issues such as quality of cleaning in your flat, arrival times or missed appointments, damage or suspected damage to property, behaviour or attitude of cleaning staff, or concerns about how your booking or payment has been handled.

If you are unsure whether your concern is a complaint, please raise it with us. We would rather hear from you and clarify than leave an issue unresolved.

How to Raise a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact our office during normal business hours or send us a written description of your concern. When submitting a complaint, please include your full name, the address of the flat where the service took place, the date and approximate time of the service, a clear description of what went wrong, and any relevant information such as photos, invoices, or correspondence.

Providing as much detail as possible at the outset helps us investigate thoroughly and respond more quickly.

Informal Resolution

We encourage you, where you feel comfortable, to raise any concerns as soon as you notice a problem. In many cases, issues can be resolved informally and quickly, for example by arranging a re-clean of specific areas in your property or by clarifying what was agreed in your booking.

Our team will always try to resolve minor issues within a reasonable time frame. If you are not satisfied with the outcome of an informal discussion, or if the issue is more serious, you can move to the formal complaints process set out below.

Formal Complaints Process

Once we receive your formal complaint, we follow a structured process to ensure that it is handled consistently and fairly. Our process usually includes the following stages.

Acknowledgement of Your Complaint

We will acknowledge your complaint within a reasonable period of time. In our acknowledgement, we will confirm that we have received your complaint, provide a reference if applicable, and explain the next steps in the process, including when you can expect a more detailed response.

Investigation of the Issues Raised

Your complaint will be reviewed by an appropriate member of our team who was not directly involved in the incident, where possible. The investigation may include checking booking and scheduling records, speaking with the cleaners who attended your flat, reviewing any photos or supporting documents you have provided, and, if necessary, asking you for further information or clarification.

We aim to complete our investigations as promptly as we reasonably can, taking into account the complexity of the issues and the availability of relevant information.

Our Response and Proposed Resolution

Once the investigation is complete, we will write to you with our findings. Our response will usually set out a summary of your complaint as we understand it, the steps we have taken to investigate, our conclusions about what happened, and any action we propose to take to resolve the matter.

Depending on the circumstances, possible outcomes may include an apology and explanation, a corrective action such as a partial or full re-clean of the flat, guidance or additional training for staff, adjustments or, where appropriate, a goodwill gesture.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaints about cleaning services as soon as possible, ideally within a short period after the service has taken place. The longer the delay, the more difficult it may be to obtain accurate information and evidence, particularly in relation to the condition of the property.

We reserve the right to decline to investigate complaints that are raised after a significant period of time has passed, unless there is a clear and legitimate reason for the delay.

Escalation if You Are Not Satisfied

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed by a more senior member of our management team. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking.

The senior review will focus on whether the complaint was handled fairly, whether our conclusions were reasonable in light of the evidence, and whether our proposed resolution is appropriate. We will then provide you with a final response.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information you provide will only be shared with staff who need it to investigate and respond to your concerns. We store and process any personal data in line with relevant data protection requirements and our internal policies.

Using Feedback to Improve Our Services

We record complaints and the outcomes in order to identify patterns and recurring issues. This helps us to improve staff training, update our procedures, and refine our flat cleaning services. Your feedback, whether positive or negative, is valuable in helping us maintain high standards and reliable service for customers across our service area.

Review of This Complaints Procedure

Flat Cleaning London reviews this complaints procedure regularly to ensure that it remains clear, fair, and effective. We may update it from time to time to reflect changes in our operations, customer needs, or applicable requirements. The version published here replaces any earlier versions and sets out the current process for raising and resolving complaints with our company.