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Customer Care Policy

Principals and Standards

Cleaner Direct is a professional company committed to setting and maintaining high standards of customer care. We regret all clients, partner organisations and the public as our customers.

Customer Care Principles

The following principles underpin Cleaner Direct Customer Care Standards:

  • Be attentive and courteous
  • Be honest and fair in dealing with customers
  • Respond quickly to requests for assistance
  • Provide service that are fair and accessible to all
  • Record and monitor compliments and complains
  • Ensure complains are dealt with openly and fairly
  • Actively seek the views of customers and staff
  • Share good practice

Customer Service Standards

Courtesy

Employess are educated in the service standards of the Company; will exhibit customer friendly service skills; and be knowledgeable, professional and courteous in meeting the needs of our customers.

Confidentiality

All information gathered or held regarding the personal or business affairs of our customers will be held in strict confidence, for the sole use of the Cleaner Direct meeting its stated objectives. No information will be released to partner organisations, or any third party in a format that will allow identification except with the express consent of the provider or as may be required by law.

Communication

All correspondence will be responded to in a clear, concise and timely manner. Our aim is that all correspondence, from date of receipt, will receive a response within 2-3 working days;more complicated issues will receive an acknowledgement within the response time, and continuos updates on the progress of the case until a resolution can be achieved.

Consistency

As part of its commitment to upholding professional standards, Cleaner Direct has implement and constantly reviews to ensure that its application of all services are consistent.

Handling Complains

Cleaner Direct seeks fair, just and prompt solutions when possible to any complains. All such issues should be directed to General Administrator in the first instance, where they will be acknowledged and directed to the attention of the appropriate person.

Access to information

Cleaner Direct  complies fully with the provisions of Data Protection Act 1998.Any personal or confidential information held by Cleaner Direct about a colleague, subcontractor or client is fully accessible to that person or body for review.

Consultation and Feedback

Consultation is a important part of meeting our objectives. Cleaner Direct encourages feedback and conducts regular surveys of the needs and perceptions of its customers, using the feedback to enhance its service.

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