Complaints Procedure for Finsbury Park Cleaner

Finsbury Park Cleaner is committed to providing reliable, high quality cleaning services. We understand that, on occasion, our service may not fully meet your expectations. This complaints procedure explains how you can raise a concern, how we handle it, and the steps we take to resolve issues fairly and promptly.

Our Commitment to You

We treat all complaints seriously and aim to resolve them as quickly as possible. Our goals are to:

Listen carefully to your concern, understand what has gone wrong from your perspective, investigate the matter thoroughly and impartially, put things right where we have fallen short, and use feedback to improve our cleaning services and customer care.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, customer service, or the conduct of our staff, where you are seeking a response or resolution. This can include issues such as missed or incomplete cleaning tasks, damage or suspected damage during a visit, lateness or non-attendance of cleaners, behaviour or attitude of staff, problems with scheduling, access, or keys, or confusion about pricing or what is included in your service.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we will always try to resolve matters raised informally, it is helpful if you provide a clear description of your concern and the outcome you are seeking.

Please include the following details where possible so we can investigate efficiently: your full name, your property address, the date and approximate time of the cleaning visit, a clear description of the issue and how it has affected you, any relevant supporting information such as photographs or notes, and whether this is a first complaint or a follow up about the same issue.

Timescales for Raising a Complaint

We ask that you let us know about any service-related concern as soon as reasonably possible, and ideally within 48 hours of the cleaning visit. This allows us to verify the details while they are still recent for you and for our cleaner, and to take prompt corrective action if required. Complaints raised after a longer period will still be considered, but it may be harder for us to investigate fully or offer certain remedies.

How We Will Respond

We aim to acknowledge all complaints promptly. In many cases, we can resolve straightforward issues at this early stage by clarifying a misunderstanding, offering guidance, or arranging a return visit.

Where further investigation is needed, we will review any notes from the booking, speak with the cleaner or team involved, assess any evidence you have provided, and, if necessary, ask you for additional information to ensure we fully understand the circumstances.

Once we have completed our review, we will provide you with a clear response setting out what we have found, any steps we have already taken, and the options we can offer to resolve the matter.

Possible Outcomes and Resolutions

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following:

A sincere apology, an explanation of what happened and why, a corrective re-clean of specific areas where service fell below our standards, adjustments to your booking or future service plan, where appropriate and justified, a financial adjustment or other gesture of goodwill, and internal measures such as additional staff training or changes to our procedures to help prevent a recurrence.

Any remedy offered will be proportionate to the issue, the evidence available, and the impact on you.

Escalating a Complaint

If you are not satisfied with the initial response, you may ask for your complaint to be reviewed at a higher level within our company. When requesting escalation, please explain why you are unhappy with the previous outcome and what resolution you are seeking. We will re-examine the complaint, including the way it was previously handled, and provide a further and final response. This internal escalation step ensures that your concerns are considered from a fresh perspective.

Your Responsibilities

To help us manage complaints effectively, we ask that you provide accurate and honest information about your experience, notify us within a reasonable timeframe after the issue occurs, treat our staff with courtesy and respect at all times, and allow us a fair opportunity to investigate and put things right.

We reserve the right to withdraw services where there is abusive or threatening behaviour towards our staff.

Use of Information and Confidentiality

All complaints are handled in confidence and shared only with team members who need the information to investigate and resolve the matter. We may keep records of your complaint and our responses to help us monitor service quality, train our staff, and improve our processes. Any personal information you provide will be handled in line with our privacy practices and applicable data protection requirements.

Continuous Improvement

Complaints, comments, and suggestions are an important source of feedback. We review complaint patterns regularly to identify areas where our cleaning services, communication, or scheduling can be improved. By following this complaints procedure, we aim not only to resolve individual issues but also to raise our overall standards for every customer we serve.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Updates may be made to reflect changes in our services, internal processes, or legal and regulatory requirements. The most recent version will always apply to new complaints received.