Company Name: WhistleClean Cleaners
Policy Title: Complaints Handling Procedure
Last Updated: 25/05/2025

1. Purpose

This policy outlines how WhistleClean Cleaners manages client complaints in a fair, transparent, and timely manner to ensure high standards of service are maintained.

2. Scope

This applies to all clients, partners, and stakeholders who use our cleaning services.

3. Our Commitment

We are committed to:

• Taking all complaints seriously

• Investigating complaints quickly and fairly

• Keeping clients informed of progress

• Learning from complaints to improve services

4. How to Make a Complaint

Clients can raise a complaint in any of the following ways:

• Phone: 07863210634

• Verbally to the cleaning supervisor on-site

5. Complaint Handling Steps

StepActionTimeframe

1Acknowledge receipt of complaintWithin 1 working day

2Investigate the issue (speak to staff, review reports)Within 3 working days

3Provide a response to the clientWithin 5 working days

4Implement corrective action if requiredImmediately or as agreed

5Follow up to confirm resolution

Within 7 days of resolution

6. Escalation

If the client is not satisfied with the resolution, the complaint will be escalated to the Company Director for review. Final decisions will be made within 10 working days of escalation.

7. Recording and Review

• All complaints are recorded in a Complaints Log

• Records are reviewed monthly to identify trends and improve service

• Lessons learned are shared with the team

8. Confidentiality

All complaints are handled confidentially, in accordance with data protection regulations.