Complaints Procedure for Waterloo Cleaner Clients

Waterloo Cleaner is committed to providing reliable, consistent and professional cleaning services. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose and Scope of This Procedure

This procedure applies to all customers who use Waterloo Cleaner for domestic or commercial cleaning services. It covers issues such as service quality, punctuality, conduct of cleaning staff, accuracy of invoices and other concerns directly related to the cleaning services we provide.

We encourage you to raise any issues as soon as possible so that we can resolve them quickly and prevent repeat problems. Complaints made in good faith will never affect your right to continue using our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or our staff, where you would like a response or resolution. Examples include:

Service not delivered as agreed, such as missed areas or incomplete tasks.

Concerns about the attitude, behaviour or professionalism of cleaners.

Repeated lateness or missed appointments.

Issues with how we handle your bookings, keys or access instructions.

Disputes about charges, invoices or payment terms.

Concerns about how your personal information is handled.

We distinguish complaints from simple requests or queries, although we aim to respond helpfully to all customer contact.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we accept complaints in any format, we recommend providing your complaint in writing so that there is a clear record of the issues raised and the outcome you are seeking.

When submitting a complaint, please include the following details where possible:

Your full name and, if applicable, your business name.

The service address where the cleaning took place.

The date and approximate time of the service you are unhappy with.

A clear description of what went wrong and how it has affected you.

Any relevant supporting information, such as photographs or notes.

What you would consider to be a fair outcome or resolution.

Our Complaints Handling Stages

We aim to handle all complaints in a fair, transparent and timely manner. Our process generally follows three stages.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system. We aim to acknowledge receipt within a reasonable timeframe, generally within two working days. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps, including when you can expect a more detailed response.

Stage Two: Investigation and Response

We will then investigate the issues you have raised. Depending on the nature of your complaint, this may include:

Reviewing job notes, booking details and any photographs or checklists.

Speaking with the cleaners or supervisors involved.

Checking our internal policies and any previous communication with you.

We aim to complete most investigations and send a written response within ten working days of acknowledging your complaint. If your complaint is more complex and we need additional time, we will let you know and provide an updated timeframe.

Our response will explain:

What we have understood your complaint to be.

The steps we have taken to investigate the matter.

Our findings and any contributing factors.

The outcome we are offering and how this will be implemented.

Stage Three: Further Review

If you are unhappy with the outcome at Stage Two, you can request a further review. In this case, a different member of our management team will re-examine the complaint, including all previous correspondence and any new information you provide.

Following this review, we will issue a final decision. We will clearly state whether we are upholding, partially upholding or not upholding your complaint, and we will confirm any final remedies or actions we will take.

Possible Outcomes and Remedies

Where we find that your complaint is justified, we will aim to offer a fair and reasonable remedy. Depending on the circumstances, this may include one or more of the following:

A return visit to rectify cleaning issues where feasible.

A partial or full credit applied to your account for future services.

A financial adjustment or refund where appropriate.

Internal action, such as additional staff training or supervision.

Amendments to our procedures to prevent similar issues recurring.

We will always explain the reasoning behind any remedy offered.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently, we ask that you:

Raise concerns as soon as you become aware of an issue, ideally within a short period after the service.

Provide clear and accurate information about what happened.

Allow us reasonable access to investigate and, where appropriate, rectify any problems.

Communicate with our team in a respectful and constructive manner.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it to investigate and resolve the issue. Any personal data you provide will be processed in line with our data protection obligations and used only for the purpose of managing your complaint and improving our services.

Continuous Improvement

We take all complaints seriously and view them as an important source of feedback. Trends and recurring issues identified through complaints are regularly reviewed by our management team and used to improve our cleaning processes, training and customer support.

By following this Complaints Procedure, we aim to resolve issues fairly and promptly and to maintain your confidence in Waterloo Cleaner as your chosen cleaning service provider.