Complaints Procedure for Aldwych Cleaners

This Complaints Procedure describes how Aldwych Cleaners manages concerns from clients, customers and authorised representatives. Its purpose is to provide a clear, fair and timely method for raising, recording and resolving issues related to cleaning services, quality of work, scheduling, or service delivery. The procedure applies to all routine and non-routine service matters and complements contractual or statutory rights without replacing them.

All complaints will be handled impartially and with due regard to privacy. Complainants should expect an acknowledgement and a transparent approach to investigation. We commit to treating each case with respect and accordance with the principles of fairness, proportionality and accountability. Confidentiality will be maintained throughout, subject to lawful requirements.

Complaints may be submitted through standard channels and by any person or organisation directly affected by the service. To help the team assess and respond effectively, complainants are encouraged to provide relevant facts, dates, locations and any supporting documentation such as photographs or service records. The complaint can be described in plain language and should indicate the desired outcome where possible.

How to Lodge a Complaint and What to Include

When raising a concern with Aldwych cleaning service, please include the following information to speed up processing:

• Name of the person raising the concern, and their relationship to the service (client, customer representative, agent).
• Date and time of the incident or service delivery relevant to the complaint.
• Description of the issue observed, including locations and specific areas affected.
• Supporting evidence such as photographs, job sheet references or prior correspondence.
• Preferred resolution or outcomes sought (for example, repeat service, partial credit, corrective action).

We will acknowledge receipt of a complaint within a short, defined period and provide an initial reference number for tracking. Where a complaint is complex, the acknowledgement will identify the likely lead investigator and outline the next steps. The aim is to be responsive while ensuring investigations are thorough and proportionate to the nature of the issue.

Investigation, Escalation and Decision Making

Investigations will be conducted by appropriately trained staff or managers who were not directly involved in the events giving rise to the complaint, to ensure impartiality. The process involves reviewing service records, speaking with on-site staff where relevant, and examining any physical or photographic evidence. Decisions are based on the facts gathered and any applicable service terms.

If a complainant is not satisfied with the initial response, there is an internal escalation route. A request for escalation should clearly state reasons for dissatisfaction and any additional evidence or context. Escalations are reviewed by a senior manager or a designated complaints reviewer who will reassess the matter and determine whether further action is required.

Outcomes that may follow an upheld or partially upheld complaint include a corrective visit, re-performance of the service, an apology, or a form of remediation appropriate to the circumstances. Financial compensation is considered only where it is reasonable, directly related to the loss or inconvenience demonstrably caused, and consistent with company policy.

Records of complaints, including investigation notes and decisions, are retained for quality assurance and training purposes. These records aid continuous improvement and help identify recurring issues or training needs. All retained information is handled in line with data protection obligations and the organisation's privacy standards.

Timescales for resolution vary with complexity. Simple concerns may be resolved within a few working days; more complex matters can take longer. Complainants will be kept informed of progress and given an expected timeframe for conclusion. If delays occur, an explanation will be provided along with an updated schedule.

The organisation is committed to learning from complaints. Patterns are analysed and used to improve procedures, training and service delivery. A complainant's use of this procedure will have no adverse effect on the provision of future services; decisions about ongoing work are made on their merits.

In cases where a complainant believes that the outcome was not satisfactory after all internal avenues have been exhausted, they remain free to pursue any external or statutory remedies that may be available. This procedure does not affect or limit any legal rights or mechanisms that exist independently of this document.

Accessibility: The procedure is available in alternative formats on request to accommodate different needs. Where a complainant requires assistance to lodge a complaint, reasonable help will be provided so their concern can be properly recorded and addressed.

Review and Publication: The complaints procedure is reviewed periodically to ensure it remains effective and up to date. Summarised performance and key lessons learned may be used internally to improve service quality and published in aggregated, anonymised form for transparency.