Complaints Procedure

Bow Cleaner Complaints Procedure

Bow Cleaner is committed to providing reliable and professional cleaning services. We aim to resolve any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise an issue with us and what you can expect once a complaint has been made.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and simple way to tell us when something has gone wrong, especially in relation to our cleaning services. It sets out how to contact us, how we will respond, and the steps we will take to put things right where possible. We also use feedback and complaints to improve our services and staff training.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether you consider the issue serious or minor. This may include, for example:

Issues with the quality of cleaning work carried out at your home or premises. Concerns about punctuality, conduct or behaviour of cleaning staff. Problems with bookings, scheduling, access or keys. Billing or payment disputes related to the services we provide. Communication issues, such as not receiving agreed updates or confirmations.

You do not need to use any special words to make a complaint. If you tell us you are unhappy and would like us to look into something, we will treat it as a complaint and follow this procedure.

How to Make a Complaint

You can raise a complaint in writing or by speaking to us. When making a complaint, please provide as much detail as possible so we can investigate effectively. For example, include:

Your full name and, if relevant, the trading or company name. The service address where the cleaning took place. Dates and times of the service and of the issue arising. A clear description of what happened and what you feel went wrong. Any supporting information, such as photographs, notes or invoices. What outcome you are seeking, such as a return visit or a partial refund.

If the complaint relates to an ongoing cleaning arrangement, please let us know whether you would like services to continue while the complaint is being investigated.

Stage One: Initial Resolution

In the first instance, we encourage you to raise any concerns as soon as possible after the issue occurs, ideally within a few days of the service. Early contact gives us the best chance to put matters right quickly.

When we receive your complaint at this stage, we will:

Acknowledge your complaint and clarify any details if needed. Try to resolve the matter informally and promptly, often on the same day where possible. Offer a practical solution, such as a rectification clean, adjustment to your service plan or another appropriate remedy.

Many complaints can be resolved quickly at this stage. If you are satisfied with the outcome, the complaint will be closed. If you remain dissatisfied, you can ask for your complaint to be escalated.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally or you request a formal review, we will move your complaint to Stage Two. At this stage we will:

Confirm that your complaint is being formally investigated. Review all available information, including cleaning records and communications. Where relevant, speak to the staff involved and gather their account. Consider whether our service met our internal standards and commitments.

We will aim to complete our investigation within a reasonable time. If we need longer because the complaint is complex or further information is required, we will let you know and explain why there is a delay.

Once the investigation is complete, we will provide a clear response setting out:

What we have understood your complaint to be. The findings of our investigation. Whether the complaint is upheld, partially upheld or not upheld. Any actions we will take to put things right and to prevent similar issues in the future.

Possible Outcomes and Remedies

Where a complaint is upheld or partially upheld, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include:

Arranging a rectification clean or repeat visit. Adjusting your cleaning schedule or the services provided. Offering a discount or partial refund on the affected service. Providing additional supervision, staff training or process improvements.

The remedy offered will take into account the nature of the problem, the impact on you, and any steps already taken to resolve the issue.

Confidentiality and Fair Treatment

All complaints will be handled with respect and confidentiality. Your complaint will only be shared with those who need to know in order to investigate and resolve the matter. We will treat all customers and staff fairly during the process and will not tolerate any form of discrimination, harassment or retaliation related to a complaint.

Using Feedback to Improve Our Cleaning Services

We value all feedback, including complaints, as it helps us review and improve the services we provide. We may use information from complaints to:

Update our cleaning checklists and quality control procedures. Improve training and guidance for our cleaners and supervisors. Review our booking, communication and payment processes. Enhance our overall customer care and service standards.

Our aim is to ensure that issues are not only resolved for individual customers but also inform long-term improvements across our cleaning services.

Complaints About Health, Safety or Security

If your complaint involves health and safety concerns, security issues, property damage or loss of keys, please inform us as clearly and promptly as possible. We treat such matters with particular seriousness and may carry out additional checks or take immediate steps to protect your property and our staff.

We will investigate these complaints thoroughly and, where appropriate, review our safety and security procedures to reduce the risk of similar incidents occurring again.

Review of this Complaints Procedure

Bow Cleaner reviews this complaints procedure regularly to ensure it remains clear, accessible and effective. We may update it from time to time to reflect changes in our services, internal policies or applicable regulatory guidance. The version made available to you at the time you make your complaint will apply to the handling of that complaint.

We are committed to dealing with all complaints professionally and constructively, and to maintaining high standards across all of our cleaning services.