Marylebone Cleaner Complaints Procedure

Marylebone Cleaner is committed to delivering reliable, consistent and professional cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and the standards you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to all customers who use Marylebone Cleaner for domestic or commercial cleaning services. It covers issues such as service quality, conduct of our cleaning teams, scheduling, access, billing concerns related to completed work, and any dissatisfaction with how we have handled a previous complaint.

Matters related to employment, recruitment, or internal staff discipline are not covered by this document and are handled under separate internal policies.

Our Commitment to You

When you raise a concern with Marylebone Cleaner, we will:

Listen to your complaint carefully and respectfully.

Record the details accurately so we can investigate effectively.

Respond within clear timeframes and keep you updated where necessary.

Treat you fairly, objectively and without discrimination.

Use your feedback to improve our cleaning services and customer care.

How to Make a Complaint

You can raise a complaint using any written method that is convenient to you. Please provide the following information so we can deal with your concern efficiently:

Your full name and any relevant booking reference.

The address where the cleaning service took place.

The date and approximate time of the service.

A clear description of what went wrong or why you are dissatisfied.

Any photographs or notes that support your complaint, if available.

If your complaint is urgent, such as a serious issue identified immediately after a visit, we encourage you to contact us as soon as possible so we can arrange a prompt review.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that you submit your complaint within 7 days of the service taking place. We may still review complaints raised after this period, but the passage of time can make it more difficult to gather accurate information and evidence.

Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and carry out an initial review. We aim to acknowledge your complaint within two working days. The acknowledgement will confirm that we have received your concerns and advise you of the next steps and expected timeframes.

Stage 2: Investigation

Your complaint will be assigned to an appropriate member of our management team. The investigation may include:

Reviewing your booking details and service notes.

Speaking with the cleaning operatives who attended the property.

Checking any photographs, checklists or quality control records.

Assessing any evidence you have provided.

We aim to complete our investigation and provide a full response within 10 working days of acknowledging your complaint. If the matter is more complex and we need additional time, we will let you know and provide a revised timeframe.

Stage 3: Outcome and Resolution

Following the investigation, we will provide you with a written response outlining:

Our understanding of your complaint.

What we have investigated and the information considered.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take to put things right, where appropriate.

Possible outcomes may include a follow-up clean, partial or full refund, service credit, or an explanation where we find that the service was delivered in line with our standards and terms of business.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage 3, you may request an escalation. Your complaint will then be reviewed by a senior manager who has not been directly involved in the original investigation.

For an escalation, please clearly state why you are unhappy with the initial outcome and what you believe would be a fair resolution. The senior manager will review the previous handling of the complaint, any new information you provide, and our service records. We aim to provide a final written response within 10 working days of receiving your escalation request.

Fair Treatment of Staff and Customers

Marylebone Cleaner is committed to treating both customers and staff with respect. We understand that complaints can arise from stressful situations, but we expect all parties to communicate courteously. We reserve the right to withdraw from any interaction where abusive, threatening, or discriminatory behaviour occurs. Such behaviour may result in the termination of services or refusal of future bookings.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with data protection requirements. Information related to your complaint will only be shared with team members directly involved in reviewing and resolving the issue. We retain complaint records securely for internal monitoring, training, and quality improvement purposes.

Using Complaints to Improve Our Services

Feedback is essential to maintaining high standards across our cleaning services. We regularly review complaint data to identify any trends, training needs, or changes required to our processes. This helps us to improve the reliability of our cleaners, the consistency of our work, and the overall customer experience in our service areas.

Policy Review

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. Any updates will be applied to future complaints and made available to customers on request.

By outlining a straightforward and transparent Complaints Procedure, Marylebone Cleaner aims to resolve issues promptly and fairly, and to maintain the trust of customers who rely on us for their cleaning needs.