Complaints Procedure for Uxbridge Cleaners

Uxbridge Cleaners is committed to providing reliable and professional cleaning services for homes and businesses. We aim to deliver consistent quality on every visit, but we recognise that issues can occasionally arise. 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 all complaints seriously and use them as an opportunity to improve our services. When you contact us with a concern, we will listen carefully, respond promptly, and work with you to reach a fair and practical resolution. Our goals are to put things right wherever possible and to prevent similar issues in the future.

What This Procedure Covers

This complaints procedure applies to all services provided by Uxbridge Cleaners, including regular domestic cleaning, end of tenancy cleaning, one-off deep cleans, commercial and office cleaning, and specialist cleaning tasks. It covers concerns about the standard of cleaning, staff conduct, timing and scheduling of visits, access to the property, and administrative issues such as bookings and invoicing.

If your concern relates to safety, suspected illegal activity, or an urgent risk of damage to property, please make this clear when you first contact us so we can prioritise your case.

Raising a Complaint

You can raise a complaint verbally or in writing. We recommend submitting complaints in writing wherever possible, as this helps us record the details clearly and investigate more efficiently. You should explain what happened, when it occurred, which service or visit it relates to, and what you would like us to review or put right.

Please contact us as soon as possible after the issue arises. The sooner we are informed, the easier it is for us to investigate and, where appropriate, to revisit your property or review recent work carried out by our cleaning teams.

Information We Need From You

To help us handle your complaint quickly and fairly, please provide the following information when you get in touch:

The name the booking was made under and the service address. The date and approximate time of the cleaning service or incident. A clear description of the problem, including any specific rooms, areas, or items affected. Any supporting information, such as photos or a brief timeline of events. Details of any previous contact you may have had with us about the same issue.

Providing full information at the start helps us to understand your experience and carry out an accurate review of what went wrong.

How We Handle Your Complaint

Once we receive your complaint, we will acknowledge it and begin our internal review. A member of our management or customer support team will be assigned to your case. They may contact you for further details or clarification if anything is unclear.

We may speak to the cleaners who attended your property, review schedules and job sheets, and, where relevant, examine any notes, photographs, or reports created at the time of the visit. We will always seek to understand both your perspective and the staff account of the events.

Timescales for Response

We aim to acknowledge all complaints within a reasonable timeframe. In most cases, we will provide a full response after our investigation within a few working days. If the issue is complex or requires additional checks, we will keep you informed of our progress and let you know when you can expect a further update.

Our response will set out what we have found, whether your complaint has been upheld in full or in part, and what action we propose to take to resolve the matter.

Possible Outcomes and Resolutions

Where we find that our service has fallen below the standards we aim to provide, we will take appropriate steps to address the issue. Depending on the circumstances, this may include offering to revisit the property to rectify the work, providing a partial or full adjustment to your invoice, or taking internal action such as additional staff training or closer supervision of future visits.

Our priority is to reach a resolution that is fair and proportionate to the issue raised while maintaining the safety, practicality, and integrity of our cleaning operations.

Customer Responsibilities

We ask that customers treat our staff and representatives with respect at all times. We will not tolerate abusive, threatening, or discriminatory behaviour. If a complaint is raised in an inappropriate manner, we may limit contact to written communication or, in serious cases, refuse further service.

We also rely on accurate information about your property and cleaning requirements. Any limitations, access instructions, or fragile items should be explained in advance so that our cleaners can work safely and carefully.

Appealing a Decision

If you are not satisfied with the outcome of your complaint, you may request that your case is reviewed by a senior member of our team. Please explain why you disagree with the initial decision and provide any further information you feel is relevant. We will then reassess the complaint and let you know whether the original decision will be upheld or varied.

Recording and Using Complaint Information

All complaints are recorded securely within our internal systems. We may retain details of your complaint, our investigation, and the outcome for administrative and quality control purposes. This information helps us identify patterns, update our training, and improve our cleaning services over time.

Your personal information will be handled in line with our data protection practices and used only for managing your account, providing our services, and handling your complaint.

Continuous Improvement

We view feedback, including complaints, as an important part of maintaining a high standard of domestic and commercial cleaning. By reviewing and learning from issues raised by customers throughout our service area, Uxbridge Cleaners aims to refine our processes, improve staff training, and deliver a more consistent and dependable service in the future.

If you have any concerns about our cleaning services, please use this complaints procedure to let us know. We are committed to listening, responding fairly, and doing our best to resolve issues promptly and professionally.