Complaints Procedure

Enfield Cleaner Complaints Procedure

Enfield Cleaner is committed to providing consistent and reliable cleaning services to customers within our service area. 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 respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to ensure that all complaints are handled fairly, promptly, and in a structured way. It is designed to:

Provide a clear and simple way for customers to tell us when something has gone wrong.

Ensure we treat every complaint seriously and with respect.

Help us investigate issues thoroughly and put things right where we have made a mistake.

Support continuous improvement of our cleaning services across the areas we serve.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, appointments, or how we have handled a previous concern. You may make a complaint if, for example:

The quality of the cleaning did not meet the standard agreed.

Our cleaners arrived significantly late or did not attend without explanation.

There were issues with how our staff behaved on your premises.

You feel we did not respond adequately to a previous query or concern.

Who Can Make a Complaint

Any customer or their authorised representative can make a complaint about any aspect of our cleaning services. This applies to both one-off and regular clients, whether domestic or commercial.

How to Make a Complaint

You can raise a complaint in writing or by speaking to us. When making a complaint, please provide as much detail as possible so we can investigate promptly. It is helpful if you include:

Your full name and, if relevant, the name of your organisation or business.

The property address where the cleaning service was carried out.

The date and approximate time of the service or incident.

A clear description of what went wrong and what outcome you are seeking.

Any supporting information that may help us review your complaint, such as photographs or a detailed description of the affected areas.

Time Limits for Making a Complaint

We encourage customers to raise complaints as soon as possible after the issue arises. This allows us to investigate effectively and, where necessary, arrange a prompt re-visit or corrective action. While there is no strict cut-off, complaints about cleaning quality are best raised within 48 hours of the service taking place, so that we can accurately assess the situation.

How We Handle Your Complaint

Once we receive your complaint, we will follow the steps below to ensure a fair and consistent approach.

Acknowledgement

We aim to acknowledge your complaint within three working days. At this stage, we may ask for any further information we need to understand the matter fully.

Investigation

Your complaint will be reviewed by a member of our management team who is not directly involved in the issue you have raised. The investigation may include:

Reviewing service records, schedules, and cleaning checklists.

Speaking to the cleaners or supervisors who attended your property.

Assessing any photographs or evidence you have provided.

Where appropriate, arranging a follow-up visit to inspect the property.

Response and Outcome

We aim to provide a full written or verbal response within ten working days of acknowledging your complaint. If we are unable to meet this timescale, we will inform you, explain the reason for the delay, and provide a revised timeframe.

In our response we will explain:

What we have found during our investigation.

Whether your complaint is upheld in full, in part, or not upheld.

What actions we will take to resolve the issue where appropriate.

Any changes we intend to make to prevent similar issues occurring again.

Possible Remedies and Actions

Where we identify that our service has fallen below the standards we aim to deliver, we will seek to put things right. Depending on the circumstances, this may include one or more of the following:

Arranging a re-clean of the affected areas.

Offering a partial or full adjustment to the service charge, where appropriate.

Providing additional staff training or supervision.

Reviewing and improving our internal procedures and quality checks.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint, you may request a review. Your complaint will then be reconsidered by a senior member of our management team. During this review, we will re-examine the evidence and any new information you provide. We will then issue a final response explaining our position and the reasons for our decision.

Our Commitment to Fairness and Confidentiality

All complaints are treated confidentially and in accordance with relevant data protection requirements. We will only share information about your complaint with staff who need it in order to investigate and respond. Making a complaint will not affect your right to receive services from us now or in the future, and you will be treated with courtesy and respect at all times.

Using Complaints to Improve Our Services

We view complaints as an important opportunity to learn and improve. Trends and recurring issues are regularly reviewed by management so that we can refine our processes, introduce better quality controls, and enhance the experience of our customers across the areas we serve.

Accessibility of This Procedure

This complaints procedure is available to all current and prospective customers of Enfield Cleaner. If you require this information in a different format or need assistance in raising a complaint, please let us know and we will do our best to support you.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective, and in line with best practice within the cleaning services sector. Any significant changes will be implemented carefully and communicated where appropriate.