Lola Cleaners Complaints Procedure
At Lola Cleaners, we aim to provide a consistently high standard of cleaning services and customer care. We recognise that, on occasion, things may not go as expected. When that happens, we want to know about it so we can put matters right and improve our services. 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 You
We are committed to handling every complaint in a way that is fair, transparent and timely. Our goals are to listen carefully, understand your concerns, resolve issues wherever possible, and learn from feedback so we can enhance our domestic and commercial cleaning services.
We treat all complaints seriously and handle them with respect and confidentiality. Raising a complaint will not affect any ongoing or future services you receive from Lola Cleaners.
What This Procedure Covers
This procedure covers complaints about the cleaning services provided by Lola Cleaners, including regular cleaning, deep cleans, end of tenancy cleans, office and commercial cleaning, and any associated customer service. It applies whether you are a regular customer, a one-off client, or acting on behalf of a business or property.
If your concern relates to something outside our control, we will explain this clearly and, where possible, direct you to an appropriate alternative point of contact.
How To Raise A Complaint
You can raise a complaint in writing to Lola Cleaners. Please provide as much information as you can so we can understand and investigate your concerns effectively. It is helpful if you include:
The date of the clean or service you are unhappy with.
The type of service you booked, for example, regular home cleaning or office cleaning.
A clear description of what went wrong, including any specific areas or items that were missed, damaged, or not completed to the agreed standard.
The outcome you would like to see, for example, a return visit, a partial refund, or another form of resolution.
Any supporting information you have available, such as photographs or notes. While these are not required, they can assist our investigation.
We encourage you to raise any concerns as soon as possible after the service. This allows us to investigate promptly while details are still clear for both you and our cleaning teams.
Stages Of The Complaints Process
1. Acknowledgement
Once we receive your complaint, we will acknowledge it in writing. We aim to do this within three working days. Our acknowledgement will confirm that we have received your complaint and advise you of the next steps and indicative timeframes.
2. Investigation
Your complaint will be reviewed by a member of the Lola Cleaners management team. The investigation may include:
Reviewing your booking details, service notes and any relevant correspondence.
Speaking with the cleaners who attended your property or premises.
Reviewing any photographs or supporting information you have provided.
In some cases, we may suggest a follow-up visit to inspect the areas you are concerned about. If a visit is needed, we will arrange this at a mutually convenient time.
3. Response
After we have completed our investigation, we will send you a written response explaining:
Our understanding of your complaint.
What we have reviewed and considered.
The outcome of our investigation.
Any steps we propose to resolve the issue.
We aim to provide a full response within ten working days of acknowledging your complaint. If there is any reason for delay, we will let you know and provide an updated timescale.
4. Resolution
Our aim is to reach a resolution that is fair and reasonable in light of the circumstances. Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:
A return visit to repeat or correct part of the clean.
A partial or full refund for the affected service.
A credit towards a future clean.
Changes to our internal processes, training or quality checks to prevent a recurrence.
We will clearly explain any resolution we offer and the reasons for it. Where appropriate, we may also outline any steps you can take to help us deliver a better result on future visits, such as access arrangements or specific instructions about certain areas.
If You Remain Unhappy
If you are not satisfied with the outcome of your complaint, you can ask for your case to be reviewed by a senior member of the Lola Cleaners team. You should do this in writing, explaining why you are unhappy with our initial response and what you would like us to reconsider.
A senior reviewer will reassess your complaint, including the original investigation and any new information you provide. They may contact you to clarify details or discuss possible solutions. Following this review, we will provide a final written response setting out our position.
Time Limits For Complaints
To help us investigate fairly and accurately, we ask that you raise complaints within a reasonable time of the service date. Complaints about cleaning quality should normally be raised within 48 hours of the clean, as this allows us to assess the situation while it is still recent. Complaints raised after a longer period may be more difficult to verify, and this can affect the range of resolutions we are able to offer.
How We Use Feedback
Every complaint provides us with an opportunity to improve. We regularly review complaint patterns to identify any recurring issues. This helps us refine our training, update our checklists, and improve how we manage domestic and commercial cleaning appointments.
Where our review shows that changes are needed, we act on this. This can include additional staff training, revising our procedures, or adjusting how we schedule and monitor work in our service areas.
Confidentiality And Data Protection
We will treat all complaints with confidentiality and respect. Information you provide will be used only for handling your complaint and managing our services. It may be shared internally within Lola Cleaners when necessary for investigation and resolution, but it will not be shared externally unless required by law.
Continuous Improvement
We regularly review this complaints procedure to ensure that it remains clear, accessible and effective. As our cleaning services develop and our service areas grow, we may update our processes to ensure we continue to provide a responsive and reliable approach to handling concerns.
Lola Cleaners appreciates you taking the time to tell us when something has gone wrong. Your feedback helps us maintain and improve the quality of our cleaning services for all our customers.
