This complaints procedure explains how clients can raise concerns about our cleaning services in the W9 area and how we will respond. Our aim is to resolve issues quickly, fairly, and professionally, while using feedback to improve our standards and training.
We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to hear about it so we can put matters right. All complaints are treated seriously, handled with respect, and investigated impartially. We aim to resolve most issues at the earliest possible stage.
This procedure is for all clients who use our cleaning services in the W9 area, including domestic households, landlords, tenants, and commercial customers. It covers scheduled cleaning, one off deep cleaning, end of tenancy cleaning, and any additional services provided by our cleaners.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, or how we have managed a booking or communication. Examples may include concerns about cleaning standards, missed areas, timekeeping, conduct of cleaners, damage to property or items, access arrangements, or misunderstandings about agreed work.
We encourage clients to raise concerns as soon as possible so that we can address them promptly and prevent recurrence.
In many cases, concerns can be resolved quickly and informally. If you feel comfortable doing so, please raise the issue with your cleaner at the time of the visit or as soon as you notice the problem. Often, matters such as missed areas or unclear expectations can be dealt with immediately.
If you prefer not to discuss the matter directly with the cleaner, or if the issue is not resolved, you may contact our office or your usual booking coordinator to explain the situation. Please provide clear details of what happened, when it occurred, and what outcome you are seeking.
We will aim to respond to informal concerns promptly and, where possible, provide an immediate explanation or solution, such as a corrective visit or adjustment to future cleaning tasks.
If you are not satisfied with the outcome at Stage 1, or if the matter is more serious, you may submit a formal complaint. When making a formal complaint, please provide the following information wherever possible.
Your name and address, the service address if different, the dates and times of the cleaning visit or visits in question, a clear description of your concerns, including any impact or loss suffered, details of any previous attempts to resolve the issue, and the outcome you would consider fair.
Upon receiving a formal complaint, we will acknowledge it within a reasonable timeframe and confirm that an investigation will take place.
A manager or designated complaints handler will review your complaint in an objective and fair manner. This may include contacting you for further information or clarification, speaking with the cleaner or team involved in the work, reviewing schedules, checklists, and any relevant notes, and considering any photographs or evidence you may provide.
We aim to complete most investigations within a reasonable period, depending on the complexity of the issue. If we anticipate any delay, we will keep you informed of progress.
When our investigation is complete, we will provide you with a response setting out the findings, any factors we have taken into account, and our decision. Where a complaint is upheld, we will propose appropriate remedies, which may include a re clean of specific areas, changes to your cleaning team or schedule, service improvements or additional training for cleaners, or other fair and proportionate actions.
Where a complaint is not upheld, we will explain the reasons for our decision clearly and respectfully. Our goal is always to reach a fair and reasonable outcome based on the available information.
If you remain dissatisfied after receiving our formal response, you may request a review of the decision. A senior member of our team, not previously involved in the case, will reconsider the complaint, the investigation, and the outcome reached.
This review will focus on whether the complaint was handled fairly and in line with this procedure. Following the review, we will write to you confirming the final position.
To help us investigate effectively, we ask that complaints are raised as soon as possible and preferably within a reasonable time of the cleaning visit taking place. Complaints about older visits may be more difficult to investigate fully, but we will still consider the information provided and do our best to respond constructively.
If your complaint involves alleged damage to your property or belongings, you should notify us as soon as you become aware of the issue. Please do not dispose of damaged items before we have had the opportunity to assess the situation. We may request photographs or further details as part of our investigation.
Any potential contribution towards repair or replacement will be considered on a case by case basis, taking into account the age and condition of the item, fair wear and tear, and the outcome of the investigation.
All complaints are handled with appropriate confidentiality. Information will only be shared with those who need it to respond to the complaint, investigate the circumstances, or implement any agreed actions.
We will handle personal information in line with relevant data protection principles, retaining records of complaints only for as long as necessary for legal, regulatory, and service improvement purposes.
We view complaints and feedback as an opportunity to monitor and improve our cleaning services across the W9 area. Trends and recurring issues are reviewed so we can update training, refine procedures, and enhance quality control. By following this complaints procedure, we aim to ensure that every concern is acknowledged, investigated, and used to maintain high standards for our clients.
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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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