Complaints Procedure — Fresh Cleaners

Purpose and scope. This Fresh Cleaners complaints procedure sets out how we receive, record and resolve service concerns in a prompt, fair and transparent way. It applies to all cleaning services provided by the company, including one-off, scheduled and specialist work, and to any issues raised by customers regarding service quality, conduct, safety or billing. Our aim is to ensure every complaint is treated seriously and handled with sensitivity, clarity and a focus on achieving a satisfactory outcome for the person raising the issue.

How to raise a concern

Customers are encouraged to tell us about any problem as soon as possible so we can act quickly. We accept complaints in writing or by other reasonable means, and we record each matter in our complaints register. When you raise an issue, we will:

• acknowledge the complaint promptly;
• identify the main concerns;
• explain the next steps and likely timeframes.

We use clear, courteous language and aim to make the process accessible for everyone.

Initial response and acknowledgement

On receipt of a complaint, a member of our team will acknowledge it without undue delay. That acknowledgement will include a brief summary of the concern, a reference number and the name of the person handling the matter. We may ask for further information if needed to investigate thoroughly. During this stage we focus on establishing what happened, what outcome is being sought and any immediate actions required to prevent further inconvenience.

Investigation process and timescales. Our investigation is impartial and proportionate. The assigned investigator reviews records, speaks with relevant staff, and, where appropriate, visits the site or inspects the work. We aim to complete straightforward matters within a few business days and more complex issues within a reasonable period. If additional time is required, we will tell the complainant why and provide an updated timescale. Transparency about progress and findings is a priority throughout the review.

Resolution options and outcomes. Where we find the complaint to be substantiated, remedies may include offering to re-deliver the service, rectifying faults, providing a partial or full adjustment, or taking steps to prevent recurrence. If the complaint is not substantiated, we will explain the reasons clearly and provide evidence relied upon in the decision. All outcomes are recorded and shared with the complainant in a clear, respectful manner.

Escalation and independent review

If a complainant is not satisfied with the initial resolution, they can request escalation. An escalated review will be handled by a senior colleague who was not involved in the original decision. The senior reviewer will reassess the case, consider any new information, and provide a final response in line with our internal policy. We maintain impartiality and seek to resolve disputes without resort to external bodies where possible, while recognising the right of individuals to pursue other avenues if they remain dissatisfied.

Record keeping and confidentiality. Accurate records are kept for each complaint, including the nature of the issue, steps taken during the investigation, communications and the final outcome. These records support accountability, allow us to track trends and help inform training and service improvements. Information is handled in confidence and shared only with those who need it for the purpose of resolving the concern, in line with our internal privacy approach.

Staff responsibilities and training. All team members are made aware of their role in the complaints process and are trained to manage interactions professionally and empathetically. Staff are expected to report concerns, cooperate with investigations and implement agreed remedies. Managers review complaint patterns regularly and use that insight to strengthen quality control, safety practices and customer service skills across the workforce.

Continuous improvement and monitoring. We treat each complaint as an opportunity to improve. Trends and root causes are analysed, and action plans are developed to address systemic issues. Our senior team reviews complaint metrics periodically to ensure the complaints procedure remains effective, accessible and fair. We welcome feedback on our complaint handling itself, and we commit to updating this complaints policy as required to reflect best practice and the needs of our customers.