Brent Cleaners Complaints Procedure

Brent Cleaners is committed to delivering reliable and professional cleaning services. We aim to resolve any concerns quickly and fairly, while using customer feedback to improve the way we work. This Complaints Procedure explains how you can raise a complaint, how we handle it, and what you can expect from us at each stage.

Our commitment to resolving complaints

We take all complaints seriously, whether they relate to the quality of our cleaning, conduct of staff, timing of appointments, or administration such as bookings and invoicing. Our goals when handling a complaint are to understand what has happened, put things right where we can, and prevent similar issues from arising again.

We will always treat you with courtesy and respect, and we ask that our team is treated in the same way throughout the process.

What counts as a complaint

A complaint is any expression of dissatisfaction about the services you have received from Brent Cleaners, when you would like us to respond or take action. Examples include but are not limited to:

Poor standard of cleaning in your property, office, or shared space

Damage to items or surfaces allegedly caused during cleaning

Missed or late appointments and repeated scheduling issues

Concerns about the behaviour or professionalism of cleaning staff

Problems with communication, billing, or service administration

If you are simply seeking information or clarification, or wish to give general feedback, this will be treated as a service enquiry rather than a formal complaint. We will still aim to address your concerns promptly.

How to make a complaint

You can raise a complaint with Brent Cleaners in writing or verbally. Written complaints help us keep a clear record, but we will never insist on a particular format. When making a complaint, please provide the following details so we can investigate efficiently:

Your full name and the address or premises where we provided the cleaning service

The date and approximate time of the service you are complaining about

A clear description of what went wrong and how it affected you

Any relevant photographs or records that may help us understand the issue

What outcome you would consider a fair resolution, if you have a preferred solution

If you are raising the issue on behalf of someone else, please confirm that you have their permission to do so.

Initial response and timescales

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In most cases, we aim to acknowledge complaints within a few working days. We will then review the details and decide how best to investigate. This may include speaking to team members who attended the property, reviewing job records, and, where appropriate, requesting further information from you.

We aim to provide a full response within a reasonable period. If we need more time because the matter is complex or key staff are unavailable, we will let you know and give an updated timescale.

How we investigate complaints

Each complaint is handled by a member of our management or office team who is given responsibility for reviewing the case. Our investigation may involve:

Checking the original booking details, work instructions, and notes

Speaking to the cleaners or supervisors who attended the premises

Examining any photos, videos, or supporting documents you provide

Arranging an inspection visit, where appropriate and practical

Reviewing relevant policies, risk assessments, and training records

We approach every complaint with an open mind and aim to understand both your perspective and the information held by our team.

Outcomes and remedies

Once our investigation is complete, we will explain our findings and any action we propose to take. Depending on the circumstances, possible outcomes may include:

An apology and explanation of what went wrong

A return visit to rectify cleaning issues where this is practical

Internal review of our processes, training, or supervision

In some situations, another appropriate goodwill gesture, at our discretion

Where we do not uphold a complaint in full, we will explain the reasons for our decision. Our aim is always to be transparent and fair.

Escalating your complaint

If you are not satisfied with the initial response, you can request that your complaint is reviewed at a higher level within Brent Cleaners. When you ask for an escalation, please clearly state why you remain dissatisfied and what you feel has not been addressed.

Your complaint will then be reconsidered by a more senior member of our team who was not directly involved in the first investigation. They will review the available information and may contact you for further clarification before making a final decision on behalf of the company.

Confidentiality and data protection

We manage all complaints in line with our duties of confidentiality and data protection. Information about your complaint will only be shared with staff who need it to investigate or respond. We keep records of complaints and outcomes so that we can monitor our performance and improve our services, while treating your personal information with care.

Using complaints to improve our service

Complaints and feedback help Brent Cleaners maintain high standards across all the homes and businesses we serve. We regularly review complaint trends to identify areas where our training, supervision, equipment, or communication can be strengthened. By raising concerns, you help us refine our cleaning services and deliver a better experience to all customers.

This Complaints Procedure is intended to give you clear information and realistic expectations. If anything in this procedure is unclear, you can contact us for further explanation. We value every opportunity to learn from your experience and to put things right wherever possible.