Dulwich Cleaners Complaints Procedure

Dulwich Cleaners is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can tell us when something has gone wrong, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We aim to handle all complaints promptly, fairly and consistently. When you raise a concern about our cleaning services, we will listen carefully, investigate thoroughly, and work with you to find a suitable resolution. Feedback from complaints is used to improve our training, systems and service delivery across our cleaning teams.

What This Procedure Covers

This complaints procedure applies to all domestic and commercial cleaning services provided by Dulwich Cleaners, including regular cleaning, one-off deep cleans, end of tenancy cleaning, office cleaning and specialist cleaning services. It covers issues such as service quality, conduct of staff, punctuality, communication, and how we have handled your booking or appointment.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether you consider the issue minor or serious, and whether it relates to work already carried out or to how your booking has been managed. You do not need to use any special wording or refer to this procedure in order for your concern to be treated as a complaint.

How to Make a Complaint

You can raise a complaint about Dulwich Cleaners using any written method you prefer. When contacting us, please provide the following information so we can investigate your concerns efficiently:

• Your full name and the address where the cleaning service took place
• The date and approximate time of the service or incident
• A clear description of what went wrong or what you are unhappy with
• Any relevant reference details such as your booking or invoice number
• Any photographs or notes that help explain the issue
• The outcome you would like us to consider

Submitting your complaint in writing helps ensure we have an accurate record of the details and can respond clearly and thoroughly.

Time Limits for Complaints

We encourage customers to raise complaints as soon as possible after the issue arises. For cleaning quality concerns, it is especially helpful if you contact us within twenty four to forty eight hours of the service, so we can assess the situation while it is still recent and consider appropriate remedial action.

How We Handle Your Complaint

Once we receive your complaint, we follow a clear process:

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed.
2. Initial Review: We will review the information you have provided and, where necessary, contact you for further details or clarification.
3. Investigation: We will investigate the circumstances, which may include speaking with the cleaners involved, reviewing job notes, schedules and any supporting evidence.
4. Response: We will provide you with a written response setting out our findings, any steps we have already taken, and any proposed resolution.
5. Follow-up: If required, we will follow up with you after any agreed actions have been carried out, to confirm that the matter has been resolved to the greatest extent possible.

Timescales for Responding

We aim to resolve most complaints quickly. While some issues can be addressed within a short period, more complex matters may require additional time for investigation. If we need more time than usual, we will let you know and keep you informed of our progress until the complaint is concluded.

Possible Outcomes and Remedies

The action we take will depend on the nature of the complaint and the findings of our investigation. Possible outcomes may include:

• An explanation of what happened and why
• An apology where we have fallen short of our standards
• A return visit to re-clean specific areas, where appropriate
• Service improvements or staff training to prevent recurrence
• Other reasonable steps to put matters right where possible

We will always aim to reach a fair outcome that reflects the circumstances and the impact on you as our customer.

Escalating Your Complaint

If you are not satisfied with the initial response to your complaint, you may ask for it to be reviewed by a more senior member of the Dulwich Cleaners team. When requesting an escalation, please explain why you are unhappy with the original outcome and what further resolution you are seeking. The senior reviewer will consider the original investigation, any new information, and whether our response should be changed or confirmed.

Unreasonable or Vexatious Complaints

We are committed to treating all customers with respect and to handling every complaint fairly. In return, we expect our staff to be treated courteously. We reserve the right to restrict communication where a complaint is pursued in a way that is abusive, threatening, or clearly unreasonable, while still ensuring any legitimate issues are addressed.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be shared only with those within Dulwich Cleaners who need it in order to investigate and respond. We will retain records of complaints for a reasonable period, so that we can monitor trends, demonstrate how we handled specific cases, and improve our services.

Using Complaints to Improve Our Services

We view complaints as an important source of insight into how we can deliver better cleaning services. By reviewing the nature of complaints and the outcomes reached, we identify areas for improvement in training, supervision, customer communication, and cleaning practices. Your feedback helps us maintain consistent standards and continually raise the quality of the service we provide.

Review of This Procedure

Dulwich Cleaners will review this complaints procedure regularly to ensure it remains clear, effective and appropriate for the range of cleaning services we offer. Updates may be made as our business develops, as legal or regulatory expectations change, or as we identify better ways to respond to customer concerns.