Fox London is committed to providing reliable, high-quality cleaning services and maintaining clear communication with our customers. When something does not meet your expectations, we take it seriously. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
The purpose of this procedure is to offer a clear and fair process for handling complaints about our cleaning services. It aims to ensure that all complaints are dealt with promptly, consistently, and in a way that seeks a satisfactory resolution for our customers and continuous improvement for our business.
This procedure applies to all customers of Fox London, including domestic and commercial cleaning clients, for both one-off and regular services.
A complaint is any expression of dissatisfaction about our services, staff conduct, communication, or the way we have handled a previous issue. Examples may include the quality of cleaning, missed or late attendance, damage to property, or concerns about how our team has behaved or communicated.
We welcome your feedback and encourage you to tell us if something is wrong so that we can put it right as quickly as possible.
You can raise a complaint by contacting us through any of our usual communication channels. When making a complaint, please provide as much detail as possible, including your name, the service address, the date and time of the service, and a clear description of what happened and what outcome you are seeking. It is also helpful if you can raise the complaint as soon as possible after the incident or service date so that we can investigate while details are still fresh.
If your concern relates to an ongoing regular cleaning service, please tell us whether you want the service to continue while the complaint is being investigated or if you would prefer to pause future appointments until the matter is resolved.
Once we receive your complaint, we will acknowledge it and record the details in our internal system. A member of our team will review the information you have provided and may contact you to clarify any points or request further details, such as photographs or a more detailed description of the issue.
We aim to provide an initial response within a reasonable timeframe, outlining the next steps we will take. Where possible, we will seek to resolve straightforward issues at this stage, such as by arranging a re-clean, agreeing a partial credit, or providing clarification on our service terms.
If the complaint cannot be resolved at Stage One, or if it is more complex, it will be escalated for further investigation. This may involve speaking to the cleaners involved, reviewing schedules and checklists, considering any supporting evidence, and assessing whether our standards or procedures have not been met.
During the investigation stage, we will keep you informed of our progress. We will aim to complete the investigation within a reasonable period of time, depending on the complexity of the complaint and the availability of relevant information. Once the investigation is complete, we will provide you with a detailed response explaining our findings and any actions we propose to take.
If you are not satisfied with the outcome of Stage Two, you may request a final review. In this final stage, a senior member of the Fox London team, not previously involved in the handling of your complaint, will review both the original issue and how it has been addressed.
Following this review, we will provide a final response setting out our decision and any further actions. This response will mark the end of our internal complaints process, although we will still welcome general feedback for ongoing improvement.
Depending on the circumstances, possible outcomes may include a full or partial re-clean of the affected areas, a goodwill gesture, adjustments to future services, staff retraining, changes to our internal procedures, or, where appropriate, compensation in line with our service terms and conditions.
Our aim is always to reach a fair and proportionate outcome that recognises any shortcomings in our service while ensuring that expectations for our cleaning work remain reasonable and aligned with what was agreed.
To help us resolve your complaint effectively, we ask that you provide accurate and complete information, allow reasonable access to the property if a re-clean or inspection is required, and cooperate with our team throughout the process. We also expect all communications to be respectful and constructive.
In some cases, we may not be able to fully address a complaint if we are not given the opportunity to inspect the issue or if significant time has passed since the service was delivered.
All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our services, and complying with any legal or regulatory obligations. We store complaint records securely and retain them only for as long as necessary.
Fox London uses feedback and complaint data to review and improve our cleaning services, staff training, and operational procedures. By telling us when you are unhappy, you are helping us to maintain and raise our standards for all customers.
We appreciate the opportunity to resolve any concerns you may have and remain committed to treating every complaint seriously, fairly, and promptly.
