Barnes Cleaners Customer Complaints Procedure

At Barnes Cleaners we aim to deliver reliable, high quality cleaning services for homes and businesses. If we fall short of your expectations, we want to know about it so we can put things right and improve our service. This complaints procedure explains how to raise a concern, how we handle it, and what you can expect from us at each stage.

1. Our Commitment to Customers

We take every complaint seriously. We will always seek to:

Listen carefully to your concerns and treat you with courtesy and respect; Understand what has happened and how this has affected you; Put things right wherever we reasonably can; Learn from the issue to prevent similar problems in future.

We aim to resolve most issues quickly and informally, but where a more detailed investigation is needed we follow the structured process set out below.

2. Scope of This Complaints Procedure

This procedure applies to complaints about our cleaning services, including domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning, and additional services we may provide as part of a cleaning visit.

This procedure is for complaints about our own work, conduct of our team members, or how we have managed bookings and appointments. It does not cover matters outside our control, such as access restrictions at a property or issues caused by third parties.

3. Raising a Concern Informally

If you are not completely satisfied with any aspect of our cleaning service, please tell us as soon as possible. Where you feel comfortable doing so, raise the issue informally in the first instance. This usually leads to the quickest resolution.

You can raise an informal concern by contacting our office or discussing the matter with your regular cleaner or supervisor. Please provide the following information where possible:

Your name; The property or site where we provided cleaning; The date and approximate time of the service; A clear description of what went wrong; Any photos or information that may help us understand the issue.

We will aim to resolve informal concerns immediately or within a few working days. Where we resolve matters informally, we will confirm what we have agreed with you.

4. Making a Formal Complaint

If your concern cannot be resolved informally, or if you prefer a more structured approach, you may make a formal complaint.

When making a formal complaint, please include:

Your full name; The address or site where we carried out the cleaning; The date of the cleaning appointment and, if relevant, any earlier related visits; A clear and detailed description of your complaint; What you would like us to do to resolve the matter, if you have a preferred outcome.

We encourage you to make your complaint as soon as possible after the issue arises. Complaints made long after the event may be more difficult to investigate thoroughly.

5. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time. In our acknowledgement we will:

Confirm that we have received your complaint; Provide the name or position of the person handling it; Explain the next steps and expected timescales for our investigation.

Where a complaint is unclear, we may contact you to clarify the details so that we can investigate effectively.

6. Investigation Process

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing booking information, job notes, and any relevant service records; Speaking with the cleaner or cleaning team who attended your property; Considering any photos, videos, or evidence provided by you; Reviewing our policies, risk assessments, and standard operating procedures.

We may contact you for further information or to discuss the events in more detail. This helps ensure we understand your concerns accurately and fairly.

7. Our Response to Your Complaint

After we have investigated your complaint, we will provide you with a clear response setting out:

What we have understood your complaint to be; The steps we took to investigate; Our findings and our decision; Any actions we will take to resolve the matter.

Possible outcomes may include, where appropriate and reasonable:

Offering a remedial clean or re-clean of specific areas; Adjusting future cleaning instructions or schedules; Providing guidance or further training to staff; Amending internal processes to improve our service; Offering a partial or full refund where justified.

We will always explain the reasons for our decision, even where we are unable to provide the remedy you have requested.

8. Timescales

We aim to resolve most complaints within a reasonable timeframe from the date we receive all necessary information. If we cannot respond fully within this period, we will keep you informed of our progress and let you know when you can expect a final response.

9. If You Are Not Satisfied With the Outcome

If you remain dissatisfied after receiving our response, you may contact us again to explain why you do not agree with the outcome. Where appropriate, a more senior member of our team will review the complaint, the investigation, and our decision.

Following this review, we will confirm whether our original decision is maintained or whether any further action will be taken. This will normally conclude our internal complaints process.

10. Learning and Service Improvement

We review complaints regularly to identify patterns, recurring issues, and areas where we can improve our cleaning services. Lessons learned may lead to updates in staff training, supervision, quality control checks, and customer communication.

By sharing your concerns with us, you help us to maintain and improve the standard of cleaning and customer care we provide.

11. Confidentiality and Data Protection

We treat all complaints and related information in confidence and handle personal data in line with our privacy practices. Information may be shared internally only with those who need to know it to investigate and resolve the matter.

12. Accessibility and Assistance

If you need help to make a complaint, or if you require this complaints procedure in an alternative format, please let us know. We will do our best to support you so that you can raise any concerns about our cleaning services in a way that is convenient for you.

This complaints procedure is designed to ensure that all customers of Barnes Cleaners are treated fairly, that any concerns about our cleaning work are properly addressed, and that we continue to improve the quality and reliability of the services we provide.