Complaints Procedure

Cleaner Barnes Complaints Procedure

Cleaner Barnes 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 raise a concern about our services, what information we need from you, and how we will respond and work towards a fair resolution.

Purpose of This Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction with our cleaning services is handled consistently, promptly and professionally. It applies to all customers, including domestic and commercial clients, and covers issues such as service quality, conduct of cleaners, schedule problems, or any aspect of our communication and administration.

Cleaner Barnes uses all complaints and feedback to improve training, supervision, and service standards across our cleaning teams in the areas we serve.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning service, the behaviour of our staff, or the way we have handled an enquiry, booking, or follow-up. This includes but is not limited to:

Service issues, such as missed areas, inconsistent cleaning standards, or damage allegedly caused during a visit. Conduct issues, such as lateness without explanation, unprofessional behaviour, or poor communication. Administrative issues, such as billing errors, booking mistakes, or unclear information provided before or after a visit.

Raising a complaint will not affect your future access to our services or the way we treat you as a customer.

How to Make a Complaint

You can make a complaint in writing. Providing your complaint in writing helps us to clearly understand the issue and to review all relevant details carefully. When you contact us, please include:

Your full name and, if applicable, the name of your business. The address where the cleaning service was provided. The date and approximate time of the service in question. A clear description of what went wrong and how it affected you. Any supporting information, such as photographs, invoices, or messages.

If your complaint relates to ongoing regular cleaning, please also tell us whether you would like the same cleaner to continue attending while the matter is investigated, or whether you would prefer an alternative arrangement subject to availability.

Timeframe for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible after the issue occurs. Prompt notification gives us a better chance of investigating thoroughly and, where appropriate, inspecting the property, speaking with the cleaner, or reviewing our records for that visit.

For issues regarding the quality of cleaning, we encourage you to contact us within 24 hours of the service where possible, so we have the opportunity to put things right quickly.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure that it is handled fairly and efficiently.

Acknowledgement: We will acknowledge your complaint in writing within a reasonable time frame. In this acknowledgement, we may ask for further information or clarification if needed to understand the matter fully.

Investigation: A member of our management or customer care team will review the details of your complaint. This may include checking schedules and job notes, speaking to the cleaner or team involved, reviewing photographs or other evidence, and, where appropriate, arranging a visit to the property.

Response: After we have completed our investigation, we will send you a written response setting out our findings, any factors we have taken into account, and the decision we have reached. We aim to do this within a reasonable timescale based on the complexity of the issue.

Outcome and Remedies: If we find that your complaint is justified, we will propose appropriate steps to put matters right. This may include a corrective re-clean, an adjustment to an invoice, or other remedies depending on the circumstances. Our goal is always to reach a fair and proportionate outcome.

Escalating Your Complaint

If you are not satisfied with the initial response to your complaint, you may request that it be reviewed by a more senior member of the Cleaner Barnes management team. In your request for escalation, please explain why you are unhappy with the original outcome and what you are seeking as a resolution.

The senior reviewer will reassess the information and may ask further questions or request additional evidence. They will then provide a final written decision. Once this stage is reached, the internal complaints process will normally be considered complete.

Our Commitment to Fairness and Confidentiality

Cleaner Barnes aims to treat all complaints seriously and without prejudice. We do not tolerate any form of retaliation against customers who raise concerns in good faith. We also treat the information you provide as confidential and share it only with team members who need it to investigate and resolve the issue.

All complaints and their outcomes are recorded and monitored so that we can identify patterns, improve our training programmes, and raise standards across our residential and commercial cleaning services.

Using Feedback to Improve Our Services

Every complaint is an opportunity for Cleaner Barnes to review how we work and to make meaningful improvements. Findings from complaints may lead to changes in our checklists, supervision procedures, equipment usage, or communication with clients. Our aim is to maintain consistent, dependable cleaning services that meet the expectations of customers across our operating area, and a clear complaints process is an important part of that commitment.

If you have any concerns about the service you have received, we encourage you to tell us as soon as possible so we can address the matter quickly and professionally.