Merton Cleaner Complaints Procedure

At Merton Cleaner, we are committed to providing reliable, high-quality cleaning services for homes and businesses. We aim to resolve any concerns quickly, fairly, and transparently. This Complaints Procedure explains how you can raise a complaint, how we handle it, and what you can expect from us at each stage.

1. Purpose and Scope

This procedure applies to all customers who use Merton Cleaner for domestic or commercial cleaning services. It covers complaints about the standard of cleaning, conduct of our cleaners, timing and reliability of appointments, and our customer service or administration. We take every complaint seriously and use the feedback to continually improve our services across the local area we serve.

2. What We Consider a Complaint

A complaint is any expression of dissatisfaction about our services where you are seeking a response or resolution. This includes, but is not limited to, situations where you feel that:

The cleaning work was not carried out to the agreed or expected standard. An appointment was missed, significantly delayed, or cancelled without reasonable notice. Our staff were not courteous, professional, or respectful on-site. There was a misunderstanding or error in booking, pricing, or invoicing. We did not follow through on an agreed action or arrangement.

If you are unsure whether your concern counts as a complaint, you are still encouraged to contact us so we can clarify and help.

3. How to Raise a Complaint

We recommend raising your complaint as soon as possible after the issue arises so we can investigate effectively. To help us handle your concern efficiently, please provide:

Your full name and, if applicable, business name. The address where the cleaning took place. The date and approximate time of the service. A clear description of what went wrong and what outcome you are seeking.

You can raise a complaint verbally or in writing. If you make a verbal complaint during or after a visit, our staff will record the details and pass them to the appropriate person within our team for review. If you prefer to write, please include all relevant details and any supporting information, such as dates, times, and specific areas of concern.

4. Initial Acknowledgement

Once we receive your complaint, we aim to acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a full response. If we need further information to understand the issue properly, we may contact you to ask for clarification or additional details.

5. Investigation Process

Your complaint will be assigned to a member of our management or customer care team who is responsible for investigating what happened. The investigation may include:

Reviewing booking or job records related to your service. Discussing the matter with the cleaner or team who attended. Assessing photographs or notes taken before or after the clean, where available. Considering any relevant policies or service agreements in place.

We will always aim to investigate impartially, considering both your account and any information from our staff, with the goal of reaching a fair and balanced conclusion.

6. Our Response and Possible Outcomes

After the investigation, we will provide you with a clear response setting out our findings and any actions we will take. Depending on the nature and outcome of the complaint, we may:

Offer to rectify the issue by arranging a re-clean of specific areas. Provide advice or clarification where there has been a misunderstanding. Review and, where appropriate, adjust internal procedures or staff training. Agree a goodwill gesture where we believe it is warranted.

We will explain the reasons for our decision and how it was reached. If we find that we have fallen short of our standards, we will apologise and outline what we will do to prevent similar issues in future.

7. If You Are Not Satisfied

If you are unhappy with our initial response, you can ask for your complaint to be reviewed by a more senior member of our team. When requesting a review, please explain which aspects of the outcome you disagree with and why. The reviewer will reassess the information, and may contact you again for further discussion before making a final decision on behalf of Merton Cleaner.

8. Timeframes

We aim to resolve most complaints within a reasonable period, depending on complexity. Some matters may be resolved quickly, while others that require more detailed investigation can take longer. If we anticipate a delay, we will keep you informed of our progress and provide an updated timescale wherever possible.

9. Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information you provide will be shared only with those who need to know in order to investigate and resolve your complaint. We will store and process your information in line with our data protection obligations, and we will retain complaint records only for as long as is necessary for legal, regulatory, and service improvement purposes.

10. Using Feedback to Improve Our Services

Every complaint is an opportunity for us to review how we work and strengthen the quality of our cleaning services across our service area. We regularly analyse complaint trends to identify where changes to our practices, training, or supervision may be required. By sharing your concerns, you help us maintain and improve the standards our customers expect from Merton Cleaner.

11. Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable regulations. Any updated version will apply to new complaints from the date it is published. We encourage you to refer to the latest version when raising a concern about our cleaning services.

Merton Cleaner is dedicated to resolving complaints fairly and promptly, and to learning from every concern raised. We value your feedback and take it seriously as part of our commitment to professional, dependable cleaning for our community.