This complaints procedure explains how customers of our cleaning services can raise concerns and how we will respond. Our aim is to resolve issues promptly, fairly and professionally, while continuously improving the quality and reliability of our cleaning work.
We take all complaints seriously. Every concern is treated with respect, kept as confidential as possible, and used as an opportunity to review and improve our services. We aim to acknowledge all complaints quickly, provide a clear response, and agree practical solutions whenever possible.
A complaint is any expression of dissatisfaction about our cleaning services, the behaviour of cleaners, our communication, or the way we have handled a previous issue. Common examples include missed areas during a clean, lateness or non-attendance, damage to property, communication problems, or issues with invoices or bookings.
Customers can raise a complaint in writing or verbally. To help us investigate and resolve your concern efficiently, please provide as much detail as possible, including:
1. Your full name and, if relevant, the property address where cleaning took place.
2. The date and approximate time of the clean or incident.
3. A clear description of what went wrong or what you are dissatisfied with.
4. Any steps you have already taken to resolve the issue with a cleaner on site.
5. Any photographs or notes that might help us understand the problem more clearly.
We encourage customers to raise concerns as soon as possible after the clean, so we can address issues while details are still fresh and corrective action is more effective.
Once we receive your complaint, we will aim to acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint and explain the next steps in the process, including an approximate timescale for our investigation and response.
An appropriate member of our team will review your complaint in detail. This may include:
1. Checking schedules and records for the cleaning appointment in question.
2. Speaking with the cleaners involved to understand what happened.
3. Reviewing any photographs, notes or other evidence provided by you or by our staff.
4. If relevant, considering previous service history at the same property.
Our aim is to form an objective view of the issue, identify any service failures, and assess what actions are reasonable to put things right.
After investigating, we will provide you with a clear response. Where possible, this will include:
1. A summary of the complaint as we understand it.
2. The findings of our investigation, including whether a service standard has not been met.
3. Any explanation or relevant background information.
4. Our proposed resolution and any steps we will take to prevent similar issues in future.
Resolutions may vary depending on the nature of the complaint but can include a re-clean of affected areas, adjustments to future cleaning arrangements, staff retraining, or in appropriate cases a partial or full fee adjustment. Each case is considered on its own facts and circumstances.
If you are unhappy with the initial outcome, you may ask for the decision to be reviewed. When requesting a review, please explain the reasons you disagree with the outcome and provide any additional information you think is relevant.
A more senior member of our team will then reassess the complaint, the investigation and the decision. We will aim to provide a further response within a reasonable timeframe, setting out whether the outcome is upheld, varied or overturned, and why.
We aim to deal with all complaints as quickly as is reasonable in the circumstances. Complex matters may take longer to investigate, particularly where there are multiple visits, third-party involvement or damage assessments. If additional time is required, we will keep you informed of progress and expected timescales.
If your complaint relates to damage that you believe was caused during a clean, please report it as soon as possible and provide clear details and photographs. We may ask for proof of ownership, age or value of items where relevant. In some cases we may need to visit the property or request further expert opinion before confirming the appropriate resolution.
All complaints are handled with appropriate confidentiality. Information is only shared internally with staff who need it to investigate and resolve your complaint or to improve our services. We will handle your personal data in line with our data protection obligations and only retain complaint records for as long as necessary for legal, regulatory and operational purposes.
Every complaint and piece of feedback helps us review how we operate and where we can improve. We may use information from complaints to refine our training, update our cleaning checklists, strengthen supervision or adjust our booking procedures across the areas we serve.
We are committed to treating both customers and staff fairly. While we take customer complaints very seriously and will act promptly where standards fall short, we also ensure that staff are given a chance to respond and that all investigations are balanced and evidence-based. We do not tolerate abusive or threatening behaviour towards our staff and may withdraw services where such behaviour occurs.
This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for our domestic and commercial cleaning services. We may update it from time to time to reflect changes in our operations, customer expectations or relevant regulatory guidance.
Our goal is to provide reliable, high-quality cleaning and to put things right promptly and professionally whenever something goes wrong.
Trust our cleaners W11 team to give you excellent services at low-cost prices at any time you call us!
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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