ComplaintsProcedure

Lucy Cleaners Complaints Procedure

Lucy Cleaners is committed to delivering reliable, high-quality cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right promptly and improve our services for the future.

This Complaints Procedure explains how you can raise a concern about any aspect of our cleaning services, how we will respond, and the standards you can expect from us during the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair, and accessible process for handling complaints from our customers. Our aims are to:

Listen carefully to your feedback and understand what went wrong from your perspective.

Resolve issues as quickly and effectively as possible.

Treat you with courtesy and respect at all times.

Learn from complaints and use them to improve our training, systems, and service delivery.

This procedure covers complaints about our domestic and commercial cleaning services, including regular cleaning, one-off cleans, end of tenancy cleaning, deep cleaning, and other related services we offer.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This may include, for example:

Concerns about the quality or thoroughness of a clean.

Issues with timing, attendance, or reliability.

Concerns about conduct, behaviour, or professionalism of our cleaning staff.

Disagreements about charges, invoicing, or scope of work.

Any situation where you feel we have not met the standards we promised.

We encourage you to tell us about any problem as soon as possible so we can address it quickly and avoid recurrence.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferable wherever possible, as they help us record the details accurately. When you contact us, please provide:

Your full name and, if relevant, the name of your organisation.

The service address and date of the clean or service in question.

A clear description of what went wrong and when it happened.

Any relevant information, such as room or area affected, items involved, or staff present.

What outcome you would like to see, for example a re-clean, explanation, or review of charges.

We take all complaints seriously, regardless of how they are raised, and will handle them in line with this procedure.

Our Complaints Handling Stages

Stage 1: Initial Response and Early Resolution

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. We will aim to:

Confirm that we have received your complaint.

Clarify any points if we need further information.

Explain the next steps and the expected response timescale.

Where possible, we will try to resolve your complaint immediately or within a short period. This may involve arranging a re-clean, providing an explanation, or agreeing another practical solution with you.

Stage 2: Investigation

If your complaint cannot be resolved quickly, or if you are not satisfied with the initial response, your complaint will move to the investigation stage. A manager will:

Review your complaint and all relevant details.

Speak to any staff members involved.

Check schedules, job notes, checklists, and any other available records.

Assess whether our service met our usual standards and obligations.

We will aim to complete our investigation and respond within a reasonable timescale. If we need more time, we will let you know and explain why.

Stage 3: Outcome and Resolution

Once the investigation is complete, we will contact you with a clear outcome. This will include:

A summary of your complaint.

What we have found following our investigation.

Whether your complaint is upheld, partially upheld, or not upheld.

Any steps we will take to remedy the situation.

Potential remedies may include a re-clean, an adjustment or refund where appropriate, an apology, additional training for staff, or changes to our procedures. Our aim is to reach a fair and proportionate outcome that recognises any inconvenience or dissatisfaction you have experienced.

Time Limits for Raising a Complaint

We ask that complaints about the quality of cleaning or any issues with the condition of the property are raised as soon as possible, and ideally within a short time of the service taking place. This helps us assess the situation accurately and respond effectively.

Complaints raised after a longer period may be more difficult to investigate fully, but we will still do our best to review and respond in a fair manner.

Our Commitment to Fairness and Confidentiality

All complaints will be handled professionally, objectively, and without discrimination. Making a complaint will not affect the standard of service you receive from us going forward.

Information you provide during the complaints process will be treated in confidence and shared only with those who need it to investigate and resolve your concerns. We will handle your personal information in line with our privacy and data protection responsibilities.

Using Complaints to Improve Our Service

Every complaint is an opportunity for Lucy Cleaners to learn and improve. We regularly review complaints data to identify patterns, training needs, and areas where our processes can be strengthened.

Actions we may take as a result of complaints include updating our checklists, refining communication with customers, improving staff training, or adjusting how we schedule and supervise cleaning work. Our goal is to reduce the likelihood of similar issues occurring again and to continually raise the quality and reliability of our cleaning services.

If You Are Unhappy With the Outcome

If you remain dissatisfied after we have completed our complaints process, you can ask for a further review of how your complaint was handled. We will consider any new information you provide and confirm whether our original decision is maintained or amended.

We value your feedback and appreciate the time you take to let us know when things have not gone as expected. Your comments help us provide a better, more consistent cleaning service for all our customers.