Complaints Procedure for Shoreditch Cleaner Clients

Shoreditch Cleaner is committed to delivering reliable and professional cleaning services across our service area. We recognise that, on occasion, things may not go as planned. 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 goal is to resolve issues fairly, quickly and transparently so you can feel confident in the standard of service you receive.

Scope of this complaints procedure

This procedure applies to all individual and business clients who use Shoreditch Cleaner for domestic or commercial cleaning services. It covers complaints relating to the quality of cleaning, conduct or behaviour of cleaners, scheduling or attendance issues, access problems, property care and safety, or any aspect of the service that you feel has not met your expectations or our commitments.

Matters that relate to emergencies, health and safety incidents or suspected criminal activity may be handled differently and referred to the appropriate authorities where necessary. However, you can still contact us initially using the steps set out in this procedure, and we will advise you on next actions.

Our commitments when handling complaints

We aim to handle every complaint in a way that is fair, respectful and proportionate. When you raise a complaint with Shoreditch Cleaner, we will:

Listen carefully to your concerns and record the details accurately.

Treat you with courtesy and respect at every stage.

Acknowledge your complaint within a reasonable time frame.

Investigate the matter thoroughly and impartially.

Keep you informed about progress and any findings we reach.

Take appropriate action to put things right where possible.

Use your feedback to improve our services and staff training.

How to make a complaint

If you are unhappy with any aspect of our cleaning service, we encourage you to raise the issue as soon as possible, ideally within 24 to 48 hours of the service taking place. This allows us to investigate while details are still fresh and address any issues promptly.

To raise a complaint, please provide the following information:

Your full name and, where relevant, the business or property name.

The service address where the cleaning took place.

The date and approximate time of the service.

A clear description of what went wrong or did not meet your expectations.

Any photos or other evidence you feel may be helpful in understanding the issue.

Whether you have already discussed the issue with one of our cleaners or team members.

You can share this information with our office using your usual contact method with Shoreditch Cleaner. If you are unsure how best to contact us, please refer to your booking confirmation or invoice for our contact details.

Initial review and response

Once we have received your complaint, we will log it in our internal system and begin an initial review. We aim to acknowledge that we have received your complaint within a reasonable time, usually within a few working days, depending on the volume of enquiries.

During the initial review, we may contact you to request further details or clarification. This helps us understand the full context of what happened and what outcome you are seeking. We may also speak with the cleaner or cleaning team involved, review schedules, and check any relevant notes about the service.

After this review, we will provide you with an initial response outlining our understanding of your complaint, any immediate actions we will take, and an estimated time frame for a full resolution if further investigation is required.

Investigation and resolution

If the complaint cannot be resolved straight away, a more detailed investigation may be carried out. This can include speaking to team members, reviewing job records, and, where appropriate, arranging a follow up visit to assess the property or repeat part of the service.

When the investigation is complete, we will share our findings with you and explain any steps we will take to resolve the matter. Depending on the circumstances, possible outcomes may include:

Providing additional cleaning or a corrective visit.

Making reasonable adjustments to future bookings.

Offering an appropriate gesture of goodwill.

Providing clear feedback and guidance to the cleaners involved.

Reviewing and improving our processes or training to prevent a recurrence.

We will always aim to reach an outcome that is fair and proportionate to the issue raised, taking into account the information and evidence available.

Escalation of your complaint

If you feel that your complaint has not been resolved satisfactorily at the first stage, you may request that it be escalated. Your complaint will then be reviewed by a more senior member of the Shoreditch Cleaner management team who has not previously been directly involved in the matter.

During this escalation review, we may revisit the evidence, re interview team members, and consider whether our original decision or proposed remedy was appropriate. Following this review, we will provide a final response setting out our conclusions and the reasons for them.

Your responsibilities as a client

We ask that you raise complaints in a calm and respectful manner. Aggressive, abusive or threatening behaviour towards our staff or cleaners is not acceptable and may result in us withdrawing services. To help us handle your complaint effectively, please:

Provide accurate and complete information about the issue.

Raise concerns as soon as possible after the service.

Be clear about the outcome you are seeking.

Respond to our requests for further information in a timely way.

Allow us a reasonable period to investigate and respond.

Confidentiality and data protection

All complaints are handled in confidence. Information you provide will be shared only with those who need it to investigate and resolve the issue, or where we are legally required to disclose it. We handle personal data in line with our data protection obligations and use the details you provide for the purpose of managing your complaint and improving our services.

Using feedback to improve our cleaning services

Every complaint is an opportunity for Shoreditch Cleaner to evaluate and strengthen the way we work. We regularly review complaint records and feedback to identify patterns and make targeted improvements to training, supervision, quality checks, and communication. Our aim is to reduce the likelihood of similar issues arising in future and to maintain a consistently high standard of cleaning across our service area.

By following this complaints procedure, you help us address problems quickly, protect your property and expectations, and ensure that our cleaning services continue to meet the standards you expect from Shoreditch Cleaner.