Docklands Cleaner Complaints Procedure

Docklands Cleaner is committed to delivering reliable, high-quality cleaning services. We recognise that, on occasion, things may not go as planned. 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 you

We want every customer to feel listened to, respected and treated fairly. All complaints are taken seriously, whether they relate to our cleaning standards, conduct of staff, communication, or any other aspect of our service. We use all feedback, including complaints, to monitor performance and continually improve our cleaning operations.

We will always aim to:

Respond promptly to all complaints.

Handle your concerns respectfully and professionally.

Investigate matters thoroughly and impartially.

Provide a clear explanation and outcome.

Where appropriate, put things right and prevent similar issues in future.

What counts as a complaint

You may wish to complain if you are dissatisfied with any part of our service, for example:

The quality or consistency of cleaning provided.

Missed visits or changes to agreed schedules.

The behaviour, attitude or appearance of our cleaners.

Health and safety concerns relating to our work on your premises.

Issues with invoicing, payments or administrative errors.

Any other matter where you feel we have not met our agreed standards or your reasonable expectations.

How to make a complaint

You can make a complaint verbally or in writing. We recommend putting your complaint in writing where possible, as this helps us understand the details clearly and respond more effectively.

When making a complaint, please include as much information as you can, such as:

Your name and, if applicable, the business or property name.

The date and approximate time of the incident or cleaning visit.

The address or site where the service took place.

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

Any steps you have already taken to raise the issue with our team.

Any supporting details you feel are relevant, such as photographs or notes, if available.

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will log it into our internal system and assign it to a member of our management team for review. We aim to acknowledge your complaint within three working days. This acknowledgement will confirm that we have received your complaint and outline the next steps, including who is handling the matter and when you can expect a full response.

Stage 2: Investigation

The manager responsible for your complaint will conduct a fair and proportionate investigation. Depending on the nature of the issue, this may include:

Reviewing work schedules, checklists and any site-specific instructions.

Speaking with the cleaning staff involved and any supervisors who may have attended the property.

Reviewing photographs, reports or quality control records where available.

If necessary, asking you for further information or clarification.

Our aim is to understand what happened, why it happened and how we can best address your concerns.

Stage 3: Outcome and resolution

Following the investigation, we will provide you with a written response setting out:

A summary of your complaint.

The steps we have taken to investigate the matter.

Our findings based on the evidence available.

Any action we propose to resolve the issue.

Possible resolutions may include:

Offering a re-clean or additional visit where standards have not been met.

Adjusting our cleaning schedule or methods to better suit your requirements.

Providing staff training or additional supervision.

Reviewing or updating our procedures to prevent recurrence.

In some cases, and at our discretion, we may also consider partial or full credits on future services where appropriate.

Timescales

We aim to provide a full response within ten working days of acknowledging your complaint. If the matter is complex or requires more time to investigate, we will let you know and provide an updated timescale. We will keep you informed of progress, particularly if there are any unavoidable delays.

If you are not satisfied with the outcome

If you are unhappy with our response at the end of Stage 3, you may request a further review. Your complaint will then be escalated to a senior manager or director who was not directly involved in the original investigation.

During this review, we will:

Reassess the original complaint and the steps already taken.

Consider any additional information you wish to provide.

Decide whether the outcome should be upheld, modified or reconsidered.

We will provide you with a final written response once this review is complete. This represents the conclusion of our internal complaints process.

Confidentiality and data protection

All complaints are handled with discretion. Information is shared only with staff who need it to investigate and resolve the matter. We manage all personal data in line with applicable data protection requirements and keep complaint records for an appropriate period to monitor performance and service quality.

Using complaints to improve our service

Every complaint is an opportunity to improve how we operate. We regularly review complaint records to identify patterns, training needs and areas where our cleaning processes or communication can be strengthened. This helps us refine our services for homes and businesses, ensuring our teams deliver consistent, professional cleaning and better overall customer experiences.

Docklands Cleaner values your feedback and appreciates the time you take to let us know when something has gone wrong. Our aim is always to resolve issues fairly and promptly, and to learn from them so we can continue to raise our standards.