Complaints Procedure at Sutton Cleaners

Sutton Cleaners is committed to delivering reliable and professional cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our cleaning services and how we will work with you to resolve it in a fair and timely way.

Our commitment to resolving complaints

We take every complaint seriously. Complaints provide us with valuable feedback and help us improve our work, customer care, and quality control. Our commitment is to listen, respond clearly, and take practical steps to put things right wherever possible.

We aim to handle all complaints politely and professionally, to investigate issues thoroughly, and to reach a clear outcome that is explained to you in plain language. We also review complaints regularly to identify trends and make long-term improvements to our cleaning services.

What counts as a complaint

A complaint is any expression of dissatisfaction about Sutton Cleaners, our staff, or the services we provide. This may include concerns about the quality of cleaning, timekeeping, conduct of staff, access arrangements, health and safety practices during cleaning, or how we have communicated with you.

If you are unsure whether your concern is a complaint, you are still welcome to contact us. If it can be resolved informally on the spot, we will do so. If it needs a more formal review, we will treat it as a complaint under this procedure.

How to make a complaint

You can raise a complaint in writing or by speaking to us. When making a complaint, it helps if you can provide your name, the address or site where cleaning took place, the date and approximate time of the service, and a clear description of what went wrong. If relevant, you may also provide any supporting information, such as photographs, job references, or details of previous communication with us.

For complaints raised verbally, we may ask you to confirm the key details in writing so we have an accurate record for our investigation. This helps us ensure that your concerns are fully understood and that nothing important is missed.

Stage one: Frontline resolution

In the first instance, we will try to resolve your complaint at the frontline. This means the member of staff you first speak to will try to understand the issue, apologise where appropriate, and offer a practical solution. Examples may include arranging a reclean, correcting a missed area, or clarifying agreed work specifications.

Where possible, we aim to resolve issues at this stage within a short timeframe. If you are satisfied with the outcome, the complaint will be considered resolved, though we will still record it to improve our service.

Stage two: Formal investigation

If your complaint cannot be resolved at the frontline, or if the matter is more complex or serious, it will be escalated for formal investigation. This stage may involve a supervisor or manager who was not directly involved in the original service.

The person investigating your complaint will review the information you have provided, speak to any staff involved, check job records or schedules, and, where appropriate, inspect the site or cleaning results. We will aim to complete this investigation within a reasonable period, keeping you updated if there are any delays.

Once the investigation is complete, we will provide you with a clear response. This will usually include a summary of your complaint, the steps taken to investigate it, our findings, and any actions we will take, such as staff training, changes to procedures, a reclean, or other form of remedy where appropriate.

Stage three: Further review

If you remain dissatisfied after the formal investigation, you may request a further review. At this stage, a senior member of Sutton Cleaners management will reconsider the matter, taking into account the original complaint, the investigation, and your reasons for remaining unhappy.

The senior reviewer may decide to uphold the original decision, change the outcome, or recommend additional action. You will be informed of the final position in writing along with an explanation of how that conclusion was reached.

Timescales for handling complaints

We aim to acknowledge complaints as quickly as possible. Simple issues suitable for frontline resolution will usually be addressed within a short time frame. More detailed investigations will typically take longer, and we will keep you informed if the process requires additional time, for example where we need to arrange inspections of the property or consult multiple staff members.

While we cannot guarantee that every complaint will be resolved within a fixed number of days, our priority is to handle your case promptly, avoid unnecessary delays, and maintain clear communication throughout.

Fairness, confidentiality, and respect

We handle all complaints in a way that is fair to both our customers and our staff. We will always treat you with respect and expect the same courtesy towards our employees. We may decline to engage where communication becomes abusive or threatening, but this will not prevent us from assessing any genuine concerns about our service.

Information about your complaint will be handled sensitively and kept only as long as necessary for our records and to meet our legal and business obligations. Details may be shared internally within Sutton Cleaners on a need-to-know basis so that we can manage and improve our cleaning services.

Learning from complaints

Complaints help us identify where our processes, training, or supervision might be improved. We periodically review complaints data to spot patterns, such as recurring issues with certain tasks or locations, and we use this information to strengthen our quality control and customer care.

By following this Complaints Procedure, Sutton Cleaners aims not only to address individual problems but also to continually enhance the reliability, consistency, and professionalism of the cleaning services we provide.