Marylebone Cleaners Complaints Procedure
Marylebone Cleaners is committed to providing professional, reliable and consistent cleaning services. We understand that on rare occasions things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to put matters right and continuously improve our services.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear and fair framework for handling complaints about our cleaning services. It applies to all domestic and commercial clients who use Marylebone Cleaners. Our aims are to make it easy to raise issues, to investigate concerns thoroughly and promptly, and to ensure learning and improvement from every complaint we receive.
What Is a Complaint
A complaint is any expression of dissatisfaction about the standard of cleaning work, conduct of our staff, scheduling or communication, or any other aspect of the service you have received from Marylebone Cleaners. You may complain if you feel we have not met the agreed standard, have not followed our own policies, or have failed to act with reasonable care and attention.
How to Raise a Complaint
You can raise a complaint in writing or verbally. To help us understand and deal with your concerns efficiently, please provide the following information where possible:
Full name and contact details, including the service address
Date and time of the cleaning service or incident
A clear description of what went wrong and how it has affected you
Any supporting information you feel is relevant, such as room or area details, particular items, or agreed instructions
Complaints should normally be raised as soon as possible and ideally within 7 days of the service taking place, so that we can investigate while events are still recent and evidence is available.
Informal Resolution in the First Instance
Where appropriate, we encourage you to raise your concern informally at first. This may be with the cleaner attending your premises on the day or with our office team shortly after the visit. Many issues can be resolved quickly through clear communication, clarification of expectations, or a simple return visit to address any missed areas.
If you feel uncomfortable raising the issue informally, or if an informal discussion does not resolve the matter to your satisfaction, you can escalate your concern as a formal complaint using the process set out below.
Formal Complaints Process
Once we receive a formal complaint, we will:
Acknowledge receipt of your complaint and confirm that it is being investigated
Allocate a member of our management team to review your concerns
Gather relevant information, which may include speaking to staff, reviewing schedules and work records, and examining any photographs or notes you provide
Assess what went wrong, why it happened and what action is appropriate
We aim to complete our initial investigation and respond to you within 10 working days. If we need more time due to the complexity of the issue, we will let you know and provide an updated timescale.
Our Response and Possible Outcomes
After investigating your complaint, we will provide a clear and reasoned response. This will normally include:
A summary of your complaint as we understand it
Details of the investigation carried out
Our findings about what happened
Any steps we have already taken or will take to resolve your concerns
Any measures we will implement to reduce the likelihood of the problem recurring
Depending on the circumstances, possible outcomes may include a return visit to rectify work, a service review and adjustment of future cleaning plans, additional staff training or supervision, or other appropriate remedies.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint or the way it has been handled, you may request that it is reviewed by a more senior member of our management team. You should set out why you remain dissatisfied and what outcome you are seeking. We will then carry out a further review and provide a final response, normally within 10 working days of your request for escalation.
Fairness, Confidentiality and Data Handling
All complaints are treated seriously, fairly and with respect. We will not discriminate against any client who raises a concern in good faith. Information you provide will be handled in confidence and used only for investigating and resolving your complaint, monitoring performance and improving our cleaning services. Any personal data will be processed in line with our data protection obligations.
Learning and Service Improvement
We review complaints on a regular basis to identify patterns, recurring issues and opportunities to improve our services. This may include updates to cleaning checklists, revisions to our procedures, additional training for cleaning staff and supervisors, or changes in how we communicate with clients before and after visits. By analysing complaints collectively, we can maintain high standards, adjust to client needs and enhance the overall reliability of our cleaning services.
Reasonable Expectations From Clients
In order for us to manage complaints effectively and fairly, we ask that clients provide accurate information, allow reasonable time for investigation, and communicate in a respectful manner. We understand that issues can be frustrating, and we are committed to resolving them, but we cannot respond appropriately without full and honest details about the problem.
Review of This Complaints Procedure
Marylebone Cleaners reviews this complaints procedure periodically to ensure it remains clear, effective and proportionate. Updates may be made to reflect changes in our services, client feedback, or developments in industry good practice. Any significant changes will apply to new complaints from the date the updated procedure is published.
By using our services, you agree that any concerns or disputes should, in the first instance, be raised with us through this complaints procedure so that we have the opportunity to resolve matters promptly and fairly.
