Fulham Cleaners Complaints Procedure
Fulham Cleaners is committed to delivering reliable, high‑quality cleaning services and professional customer care. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will handle your complaint, and what you can expect from us at each stage of the process.
Our Commitment to You
We aim to provide a straightforward and transparent process for handling complaints. When you contact us to raise an issue, we will treat you with respect, take your concerns seriously, and work to resolve the matter as quickly as possible. Our goals are to understand what went wrong, put things right where we can, and learn from the experience to improve our cleaning services for all customers.
What This Procedure Covers
This procedure applies to complaints about our domestic and commercial cleaning services, including regular cleaning, end of tenancy cleaning, deep cleaning, and specialist cleaning work. It covers any aspect of service delivery, such as punctuality, quality of cleaning, staff conduct, communication, or adherence to agreed instructions.
What Is a Complaint
A complaint is any expression of dissatisfaction about the services or conduct of Fulham Cleaners that requires a response. You do not need to use specific language or legal terms. If you tell us you are unhappy and would like us to review or correct something related to our cleaning services, we will treat it as a complaint under this procedure.
How to Make a Complaint
You can make a complaint in writing or verbally. To help us investigate and resolve your complaint efficiently, please provide as much detail as you can, including the date and time of the cleaning service, the address where the work was carried out, the type of service booked, a clear description of what went wrong, and any photographs or notes that support your concerns.
If you raise an issue with a cleaner on site, they will do their best to address it immediately where possible. However, for a formal record and full investigation, we encourage you to contact our office team, who are responsible for logging and managing all complaints.
Timescales for Making a Complaint
We recommend that you contact us as soon as possible after the service, ideally within 48 hours. Prompt notification allows us to investigate effectively while the details of the visit are still recent. We will consider complaints raised after this period, but it may be more difficult to verify certain aspects of the service or to take corrective action.
How We Handle Your Complaint
Once we receive your complaint, we follow a clear process designed to ensure fairness and consistency.
1. Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. In this acknowledgement, we will confirm that we have received your concerns and explain the next steps in the process. Where necessary, we may ask for additional information to clarify the situation.
2. Investigation
An appropriate member of our management team will investigate your complaint. This may include reviewing booking information and job notes, speaking with the cleaner or cleaning team who attended, considering any photographs or evidence you have provided, and, where suitable, arranging a follow‑up visit to assess the property. Our aim is to understand both your perspective and the circumstances of the service delivery.
3. Response and Resolution
When our investigation is complete, we will contact you with our findings and proposed resolution. Depending on the nature of the complaint, possible outcomes may include an explanation or clarification, an apology, a corrective cleaning visit, adjustments to future services, or, in some cases, a partial or full refund in line with our terms and conditions. We will explain the reasons for our decision clearly and in plain language.
Timeframe for Resolution
We aim to resolve most complaints within ten working days of receiving all relevant information. Complex situations may require more time, for example where multiple visits or detailed checks are needed. If we expect a delay, we will keep you informed and provide an updated timescale.
If You Are Not Satisfied With the Outcome
If you remain unhappy after we have provided our response, you may ask for your complaint to be reviewed by a senior member of our management team who was not involved in the initial investigation. They will reassess the information, consider any additional details you wish to provide, and issue a final decision. Their review will focus on whether this procedure was followed correctly and whether our decision was fair based on the evidence available.
Recording and Using Complaint Information
All complaints are logged in our internal records. We record the nature of the complaint, the steps taken to investigate, the outcome, and any agreed actions. This information is used to monitor patterns, identify areas for improvement, and provide additional training or support to our cleaning teams where necessary. By reviewing complaints regularly, we aim to prevent similar issues from recurring and to raise the overall standard of our services across our operating area.
Our Responsibilities and Your Cooperation
While we are responsible for managing complaints professionally and fairly, we also ask for your cooperation. Providing accurate information, allowing us reasonable access to the property when a re‑visit is required, and treating our staff with courtesy all help us resolve matters effectively. We will not tolerate abusive, threatening, or discriminatory behaviour towards any member of the Fulham Cleaners team; in such cases, we may need to limit or end communication.
Continuous Improvement
Feedback, including complaints, is an important part of how Fulham Cleaners maintains and improves quality. Every concern is an opportunity for us to refine our processes, strengthen staff training, and enhance service reliability for customers who rely on regular and one‑off cleaning. By following this Complaints Procedure, we aim to deal with issues fairly, promptly, and constructively, while upholding high standards of professionalism in all our work.
If you have any questions about this Complaints Procedure or how it applies to your situation, you can contact our office team, who will be happy to explain the process in more detail.
