Complaints Procedure

Complaints Procedure for Bromley Cleaners Clients

Bromley Cleaners is committed to delivering professional and reliable cleaning services for homes and businesses. We recognise that, from time to time, clients may feel that our service has not fully met their expectations. 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 Commitment to Handling Complaints

We treat every complaint seriously and use all feedback to improve our cleaning standards, staff training, and customer care. Our aims when dealing with any complaint are to:

Respond promptly and courteously.
Investigate the matter fairly and objectively.
Put things right where we have fallen short.
Learn from the outcome to prevent similar issues in future.

What Counts as a Complaint

You may wish to make a complaint if you are dissatisfied with any aspect of our cleaning services or customer service, including:

The quality or thoroughness of a domestic or commercial clean.
Damage or suspected damage to property during a visit.
Missed appointments, lateness, or access issues caused by our team.
The conduct, attitude, or professionalism of any member of staff.
Concerns about health and safety practices during cleaning.

If you are unsure whether your issue falls under this procedure, you should still raise it with us. We will either treat it as a formal complaint or help you find an appropriate way to resolve it informally.

Step One: Raise the Issue Informally Where Possible

For many concerns, a quick conversation can resolve the problem. If you feel comfortable doing so, please:

Speak with the cleaner on site at the time of the visit, if appropriate, to point out any missed areas or issues.
Contact our office team as soon as possible after the visit to explain the problem clearly and calmly.

We will aim to address straightforward issues immediately, for example by arranging a re-clean of specific areas or clarifying the agreed scope of work. If the matter cannot be resolved informally, or if you prefer a more formal route, you may proceed to a formal complaint.

Step Two: Making a Formal Complaint

If you wish to make a formal complaint, please set out the details in writing. Written complaints help ensure that we fully understand the situation and can investigate thoroughly. When submitting your complaint, please include where relevant:

Your full name and any reference or invoice number if available.
The date and address of the cleaning service involved.
A clear description of what went wrong and when it occurred.
Any steps already taken to resolve the issue informally.
Any supporting information such as photographs or notes.

We encourage you to submit your complaint as soon as reasonably possible after the event, so that details remain clear and accurate for everyone concerned.

Step Three: Acknowledgement of Your Complaint

Once we receive your formal complaint, we will:

Acknowledge receipt in writing within a reasonable timeframe.
Confirm who will be responsible for investigating your complaint.
Provide an estimated timescale for our investigation and response.

In some cases we may need to contact you to request further information so that we can fully understand your concerns before beginning our investigation.

Step Four: Investigation of Your Complaint

Your complaint will be investigated by a member of our management team who was not directly involved in the incident wherever practicable. The investigation may include:

Reviewing cleaning schedules, job sheets, or photographs related to the visit.
Speaking with the cleaning operatives or supervisors involved.
Examining any relevant internal policies or previous correspondence.

We aim to conduct the investigation fairly, objectively, and without unnecessary delay. If the investigation is likely to take longer than originally estimated, we will inform you and provide an updated timescale.

Step Five: Outcome and Resolution

After completing the investigation, we will provide a written response setting out:

Our understanding of your complaint and the issues raised.
The findings of our investigation.
Any steps we have already taken or propose to take to resolve the matter.
Any changes we plan to make to our services or procedures as a result.

Depending on the situation, possible resolutions may include, for example:

A re-clean of some or all of the affected areas.
A partial or full adjustment to the service charge where appropriate.
An apology and explanation, including details of corrective actions.
Additional staff training or changes to our internal processes.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior manager within Bromley Cleaners. When asking for a review, please explain what aspect of the response you are unhappy with and what further resolution you are seeking. We will then re-examine the complaint, the way it was handled, and the decision reached, before issuing a final response.

Time Limits and Historic Complaints

We encourage clients to raise complaints as soon as possible after the relevant service has taken place. While we will always try to assist, it may be more difficult to investigate and resolve matters raised many months after the event, especially where staff, records, or circumstances have changed.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will be shared only with those who need it to investigate and respond to your concerns. We will treat your personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary, for example to meet legal, regulatory, or insurance obligations.

Using Feedback to Improve Our Cleaning Services

Bromley Cleaners values feedback from every client, whether positive or negative. Complaints help us identify areas where our domestic and commercial cleaning services and customer communication can be improved. We review complaint patterns regularly to refine staff training, update procedures, and ensure we maintain consistent standards across our service area.

Alternative Ways to Raise Concerns

If your concern does not require a formal complaint, you are always welcome to share comments or suggestions with our office team. General feedback can often be addressed quickly by adjusting future cleaning visits, updating your client preferences, or clarifying the agreed scope of work for your property.

This complaints procedure is designed to give you clarity and confidence when using Bromley Cleaners. Our aim is to resolve issues promptly, fairly, and professionally so that you can continue to rely on our services with peace of mind.