Complaints Policy
We aim to resolve all concerns quickly, fairly and professionally.
COMPLAINTS & QUALITY ASSURANCE POLICY
Alpha Cleaning Services Ltd
Version: 1.0
Review Date: 1 December 2026
Approved By: Director
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1. Policy Statement
Alpha Cleaning Services Ltd (“ACS Ltd”) is committed to delivering high-quality cleaning services. We recognise that effective service depends on continual monitoring, open communication, and a robust system for handling feedback and complaints.
This policy outlines how complaints are received, investigated and resolved.
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2. Quality Assurance Commitment
ACS Ltd maintains service quality by:
Regular site audits
Supervisor spot checks
Client review meetings (where required)
Staff performance monitoring
Clear service schedules and KPIs
Rapid resolution of issues
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3. How to Raise a Complaint
Clients can raise a complaint by contacting:
admin@alphacleaningservices.uk
or notifying their allocated manager/supervisor.
Complaints may relate to:
Cleaning standards
Conduct of staff
Missed tasks
Health & safety issues
Communication concerns
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4. Complaint Handling Process
Stage 1 – Acknowledgement
Complaint acknowledged within 1 working day.
Stage 2 – Investigation
Investigation conducted by a supervisor or manager
Speaking with staff involved
Reviewing CCTV or access logs (where applicable)
Checking cleaning schedules and records
Stage 3 – Outcome
Written response provided within 5 working days
Corrective actions implemented if required
Stage 4 – Escalation
If the Client is unsatisfied, the matter may be escalated to a Director for review
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5. Remedies & Corrective Actions
Actions may include:
Additional cleaning
Staff retraining
Updating schedules
Improved communication
Replacement staff
Formal performance management (internal)
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6. Record Keeping
All complaints are logged and reviewed quarterly to identify trends and service improvements.
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7. Continuous Improvement
Feedback is used to improve:
Staff training
Cleaning processes
Equipment and products
Client communication