1. Policy Statement
E & A Cleaning Solutions Ltd is committed to delivering a high standard of service and welcomes all feedback from clients.
We recognise that complaints, when handled properly, are an opportunity to improve, which means that our clients can be confident that any issues will be addressed quickly, fairly, and professionally.
2. Scope
This policy applies to:
• All clients
• All services delivered by the company
• All employees and representatives
It covers:
• Complaints
• General feedback
• Suggestions for improvement
3. Our Approach
Our approach is based on:
• Openness
• Responsiveness
• Resolution
We aim to make it easy for clients to raise concerns and ensure they are handled effectively.
Which means that issues are dealt with early, before they impact the overall service.
4. What is a Complaint
A complaint is any expression of dissatisfaction relating to:
• The quality of cleaning
• Reliability of service
• Staff behaviour
• Communication
• Any other aspect of service delivery
5. How to Raise a Complaint
Clients can raise a complaint through:
• Direct contact with management
• Phone or email communication
• Site-level communication where appropriate
We ensure that clients know how to raise concerns from the outset of the contract.
Which means that concerns are not delayed or escalated unnecessarily due to lack of access.
6. Our Response Process
When a complaint is received, we will:
1. Acknowledge the complaint promptly
2. Gather relevant information
3. Investigate the issue
4. Identify the cause
5. Take appropriate corrective action
6. Provide a clear response to the client
Which means that every complaint is treated seriously and resolved in a structured way.
7. Timescales
We aim to:
• Acknowledge complaints within a reasonable timeframe
• Resolve issues as quickly as possible, depending on complexity
Where immediate resolution is not possible, we will:
• Keep the client informed
• Provide updates until the issue is resolved
8. Corrective Action
Depending on the issue, corrective action may include:
• Additional cleaning
• Staff retraining
• Changes to processes or schedules
• Adjustments to staffing
Which means that problems are fixed at the root, not just addressed temporarily.
9. Learning from Feedback
We use complaints and feedback to:
• Identify recurring issues
• Improve service delivery
• Strengthen internal processes
Which means that the service improves over time rather than repeating the same issues.
10. Positive Feedback
We also welcome positive feedback, which helps us:
• Recognise strong performance
• Reinforce good practices
• Maintain high standards
11. Confidentiality
All complaints and feedback are handled with appropriate confidentiality and professionalism.
12. Monitoring & Review
We review complaints and feedback regularly to ensure our processes remain effective and relevant.
13. Commitment
E & A Cleaning Solutions Ltd is committed to handling complaints and feedback in a fair, transparent, and professional manner.
Which means that our clients can trust that any concerns will be taken seriously and resolved without unnecessary delay.