Complaints Procedure

Finchley Cleaners Complaints Procedure

Finchley Cleaners is committed to delivering reliable, professional cleaning services and maintaining high standards of customer care. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our commitment to handling complaints

We treat all complaints seriously and view them as an opportunity to learn and improve. Our aims when you make a complaint are to listen carefully, respond promptly and fairly, and keep you informed throughout the process. We will always try to resolve matters as quickly as possible, preferably at the time the issue occurs or shortly afterwards.

Your complaint will be handled in a professional and respectful manner. We will not discriminate or treat you unfavourably because you have raised a concern about our cleaning services.

What this procedure covers

This complaints procedure applies to all domestic and commercial cleaning services provided by Finchley Cleaners, including regular cleaning, one off deep cleans, end of tenancy cleaning, after builders cleaning and any additional related services you have booked with us.

You may use this procedure to complain about issues such as the quality of the cleaning work, missed appointments, conduct or behaviour of cleaning staff, damage or loss, administrative errors with bookings, invoicing or scheduling, or any other aspect of the service you feel has not met your reasonable expectations.

How to make a complaint

You can raise a complaint in the way that is most convenient for you. You may speak to a member of our team in person at the time of service where possible, or contact our office to report your concern after the visit. When raising a complaint, please provide as much detail as you can, including your full name, the property address where the service took place, the date and approximate time of the service, a clear description of what went wrong, and any supporting information such as photographs, inventory reports or notes.

Providing clear and complete information helps us investigate the matter quickly and accurately and work towards a suitable resolution.

Timescales for raising a complaint

To allow us to investigate thoroughly, we ask that any complaints about the standard of cleaning or the conduct of our staff are reported as soon as possible, and ideally within 48 hours of the service. For issues such as alleged damage or loss, you should contact us as soon as you become aware of the problem.

While we will always try to assist, delays in reporting may limit the options available for investigation and resolution, especially where further cleaning has been carried out by someone else or where items have been moved or disposed of.

How we will respond to your complaint

Once we receive your complaint, we will acknowledge it and start our investigation. In most cases, we will aim to provide an initial response within a reasonable period, usually within a few working days. During our investigation we may need to contact you to request additional information, ask clarifying questions, or arrange a follow up visit to the property if appropriate.

We may also speak with the cleaning operative or team involved, review schedules, check work notes and examine any evidence you have provided. Our aim is to understand what has happened, assess whether our service fell below our standards, and decide on the most appropriate form of resolution.

Possible outcomes and resolutions

If we find that our service has not met the standards we promise, we will seek to put things right. Depending on the circumstance, this may include offering a re clean of specific areas, arranging a partial or full refund where justified, providing a credit towards future cleaning services, offering a replacement cleaning team for future bookings, or taking internal action such as additional training or performance reviews for the staff involved.

Where a complaint cannot be upheld, we will explain our decision and the reasons for it. Even when we do not agree that the complaint is justified, we will always treat you respectfully and consider whether there are any changes we could make to improve communication or service delivery in the future.

Escalating your complaint

If you are not satisfied with the initial outcome of your complaint, you can request that it is reviewed by a more senior member of our management team. When making an escalation request, please explain why you are unhappy with the outcome and what you feel would be a fair resolution. The manager reviewing your case will take a fresh look at the information available, and may contact you for further discussion before providing a final response.

Fairness, confidentiality and data protection

All complaints are handled confidentially. Information you provide will be used only for the purpose of investigating and responding to your complaint, improving our services, and meeting any legal or regulatory obligations. We will not share your details with third parties unless required to do so by law.

We are committed to treating all customers fairly and without discrimination. Raising a complaint will not affect your ability to continue using our cleaning services, and it will not influence the quality of service you receive in the future.

Continuous improvement

Feedback from complaints is an important part of how Finchley Cleaners maintains and improves its standards. We regularly review complaint outcomes to identify patterns, training needs, or procedural changes that could reduce the likelihood of similar issues arising in the future.

By following this complaints procedure, we aim to resolve problems promptly and fairly, maintain your trust in our cleaning services, and support a consistent, high quality experience for all our customers.