Complaints Procedure

Cleaner Bow Complaints Procedure

Cleaner Bow is committed to providing reliable, high-quality cleaning services for homes and businesses. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how to raise a concern, how we handle complaints, and what you can expect from us at each stage.

Our Commitment to You

We aim to resolve all complaints promptly, fairly, and transparently. Every complaint is an opportunity for us to put things right and improve our services. We will always treat you with courtesy and respect, and we expect our staff and clients to communicate in the same way.

We will handle your complaint in line with the following principles:

Clear and accessible routes for raising concerns.
Prompt acknowledgement and timely updates.
Thorough, impartial investigation of the issues raised.
Honest explanations, appropriate remedies, and learning from outcomes.

What Counts as a Complaint

A complaint is any expression of dissatisfaction with our cleaning services, our staff, or our processes, where you would like a response or resolution. This can include issues such as:

The quality or consistency of a cleaning visit.
Missed or incomplete tasks during a service.
Concerns about professional conduct or behaviour.
Problems with scheduling, access, or timekeeping.
Issues with invoicing or clarity of charges.
Health and safety concerns relating to our work.

We encourage you to raise any concern as soon as possible, so we can address it while the details are still fresh and any impact can be minimised.

How to Raise a Complaint

You can make a complaint verbally or in writing. While we will always listen to verbal complaints, we recommend putting more detailed concerns in writing so that we can understand all the points clearly and respond thoroughly.

When you contact us, please provide:

Your full name and, if relevant, the property or business name.
The date and time of the service you are complaining about.
A clear description of what went wrong and how it has affected you.
Any steps you have already taken to try to resolve the issue with our staff on site.
What outcome you are hoping for, if you have a preferred solution.

If you need support to make a complaint, such as help setting out your concerns, we will do our best to assist you.

Stage 1: Frontline Resolution

In many cases, complaints can be resolved quickly at an informal level. If you raise an issue during or immediately after a cleaning visit, we encourage you to speak with our office or appointed contact as soon as possible.

Where appropriate and practical, we will aim to offer an immediate solution, which may include:

Sending a cleaner back to complete or correct work.
Rearranging a visit or providing an additional visit.
Clarifying our services or explaining what has happened.
Offering a goodwill gesture where suitable.

We aim to resolve most frontline complaints within a short timescale. If we need a little longer to look into the matter, we will let you know and update you on progress.

Stage 2: Formal Complaint

If you are not satisfied with the outcome at Stage 1, or if the matter is more serious or complex, you can ask for a formal complaint review.

At this stage, your complaint will be handled by a manager or senior team member who was not directly involved in the original incident, wherever possible. They will:

Review your original complaint and any previous responses.
Gather information from cleaners, supervisors, and other staff as needed.
Examine relevant records, schedules, and photographs if available.
Assess whether our standards and procedures were followed.

Once the review is complete, we will provide a written response setting out:

A summary of your complaint and the issues considered.
What investigations were carried out and what we found.
Whether your complaint is upheld, partly upheld, or not upheld.
Any actions we will take and the timescale for those actions.

Possible Outcomes and Remedies

Depending on the circumstances, we may offer one or more of the following remedies:

A clear explanation and, where appropriate, an apology.
Arranging a re-clean or additional cleaning work.
Adjusting a future booking or service plan to prevent recurrence.
Training, supervision, or disciplinary action for staff where necessary.
Review of our internal procedures, risk assessments, or checklists.

Remedies will be proportionate to the impact of the issue and will always be considered on a case-by-case basis.

Timescales

We aim to acknowledge formal complaints promptly. Our full response time may vary depending on the complexity of the matter, the availability of staff for interviews, and the need to review records, but we will always strive to respond within a reasonable period. If we need more time, we will keep you informed and provide an updated timescale.

Confidentiality and Data Protection

All complaints are handled confidentially. Information is only shared with staff members who need it in order to investigate and respond. We keep complaint records securely and use them to monitor performance, identify trends, and improve our cleaning services.

Any personal information you provide in connection with a complaint will be processed in line with relevant data protection requirements and only retained for as long as necessary.

Persistent or Unreasonable Complaints

Cleaner Bow is committed to fair and open communication. In rare cases, where a complainant behaves in an abusive, threatening, or persistently unreasonable manner, we may set clear boundaries about how and when we will communicate. This may include limiting communication channels or, in extreme circumstances, discontinuing services, always in line with our wider obligations.

Using Feedback to Improve Our Services

We value all feedback, whether positive or negative. Complaints are recorded, reviewed, and analysed so that we can identify patterns, update staff training, refine our cleaning checklists, and improve our overall service delivery for domestic and commercial clients. By raising your concerns, you help us to provide a consistently better experience for everyone who uses Cleaner Bow.