Ruby Cleaners Complaints Procedure

Ruby Cleaners is committed to providing reliable, consistent and high quality cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right quickly and improve our service. This Complaints Procedure explains how you can raise a concern, what information we need, and how we will handle and resolve your complaint.

Our Approach to Complaints

We treat every complaint seriously and see it as an opportunity to review and improve our cleaning services. We aim to resolve issues at the earliest possible stage and to communicate clearly and respectfully with all customers. Our objectives are to respond promptly, investigate fairly and transparently, provide a clear outcome, and learn from feedback so we can prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the cleaning services provided by Ruby Cleaners or about the conduct of our staff or subcontractors. This may include concerns about the quality or standard of cleaning work carried out at your property, missed or late appointments, damage or alleged damage to property during a visit, health and safety concerns relating to our work, conduct, attitude or behaviour of cleaning staff, errors in booking details or service specifications, and issues relating to invoicing or how a previous complaint has been handled.

If you are unsure whether your concern is a complaint, you are still encouraged to raise it so that we can review and address it where appropriate.

How to Raise a Complaint

You can raise a complaint through any of our usual communication channels. You may prefer to contact us through the same method you used to arrange your cleaning service. Please clearly state that you are making a complaint so that we can register and track it correctly.

To help us handle your complaint efficiently, please provide as much relevant information as you can, including your full name and the address where the cleaning was carried out, the date and approximate time of the visit or incident you are concerned about, a clear description of what went wrong and how it has affected you, details of any conversations you have already had with our team about the issue, and what outcome or resolution you are seeking, if you have a preferred solution in mind.

We recommend that you raise your complaint as soon as possible after the issue occurs. This makes it easier for us to investigate thoroughly and resolve matters promptly.

Initial Response and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of the management team for review. We will acknowledge your complaint and confirm that we are looking into the matter. Where possible, straightforward complaints may be resolved at this early stage, for example by arranging a re-clean of specific areas or correcting a booking error.

Investigation Process

If your complaint requires further investigation, we will take reasonable steps to understand what happened and why. Depending on the nature of the issue, this may include reviewing job records, checklists and schedules for the relevant visit or visits, speaking with the cleaning staff involved and, where appropriate, any supervisors, examining photos, notes or other evidence you have provided, and comparing the service delivered against the agreed scope of work.

We aim to conduct investigations impartially and to consider both the customer’s account and the information provided by our staff. In some cases, we may contact you during the investigation to ask for additional details or clarification. Providing this information can help us reach a fair and accurate conclusion.

Timescales for Resolution

We aim to resolve most complaints within a reasonable timeframe, taking into account the complexity of the matter and the availability of relevant information. Some issues can be resolved very quickly, particularly where a practical solution is clear. More complex complaints, including those involving alleged damage or repeated service issues, may take longer to investigate. If we anticipate that our review will exceed a typical timeframe, we will aim to update you on progress and advise you of any expected delays.

Outcomes and Remedies

Once we have completed our investigation, we will inform you of the outcome and explain the reasons for our decision. Where we find that our service has fallen below the expected standard, we will seek to put things right. Remedies may include a re-clean of specific areas or a full visit where appropriate, adjustments to future service schedules or specifications, and other reasonable steps aimed at restoring confidence in our service.

The type of remedy offered will depend on the circumstances of each case, including the nature and impact of the issue raised. Our aim is always to reach a fair and proportionate resolution.

Escalating a Complaint

If you are not satisfied with the initial outcome of your complaint, you may request that it be reviewed at a higher level within Ruby Cleaners. When asking for an escalation, please explain why you are dissatisfied with the original response and highlight any information you believe has not been fully considered. A more senior manager will then review the details of your complaint, the steps taken during the original investigation and the outcome previously offered. After this review, we will confirm our final position and explain the reasons for our decision.

Continuous Improvement

Ruby Cleaners uses information from complaints and customer feedback to improve the delivery of our cleaning services. We may update our training, supervision, quality control checks, service specifications or safety procedures in response to issues that are raised. By making a complaint, you are helping us identify areas where our services and internal processes can be strengthened, which benefits both you and our wider customer base.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information is shared only with staff who need it to respond to the issue or improve our services. We handle personal data in line with our wider data protection practices and only retain complaint records for as long as necessary for legal, regulatory and operational purposes.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, accessible and effective. Ruby Cleaners may update the procedure from time to time to reflect changes in our services, internal processes or applicable industry expectations. The version published here supersedes any previous complaints guidance issued by Ruby Cleaners.