This Complaints Procedure explains how customers can raise concerns about cleaning services provided in the W3 area, and how those concerns will be handled. Our aim is to resolve any issues promptly, fairly, and consistently, while using feedback to improve our services.
We recognise that, despite our best efforts, things can occasionally go wrong. When they do, we want to know about it. Every complaint is treated seriously, whether it relates to quality of cleaning, conduct of staff, scheduling, or any other aspect of our service.
We will always seek to:
1. Acknowledge your complaint in a timely manner.
2. Investigate the matter thoroughly and impartially.
3. Keep you informed throughout the process.
4. Provide a clear outcome and explanation.
5. Use the learning to prevent similar issues in future.
This procedure applies to all customers using our cleaning services in the W3 area, including domestic households and commercial clients. It covers both one-off and regular cleaning arrangements, as well as any additional services booked through us.
A complaint is any expression of dissatisfaction about our services, whether you consider the issue minor or serious, and whether it arises during or after a cleaning visit. Examples include:
1. Unsatisfactory cleaning standards or missed areas.
2. Damage to property or belongings.
3. Attendance issues, such as lateness or missed appointments.
4. Conduct, attitude, or professionalism of cleaning staff.
5. Problems with booking, communication, or invoicing.
Raising a concern will not affect your rights as a customer or the way we provide services to you in the future.
You can make a complaint in writing or verbally. When raising a complaint, please provide as much detail as possible so we can investigate effectively. It is helpful if you include:
1. Your full name and the address where the cleaning took place in W3.
2. The date and approximate time of the visit or incident.
3. A clear description of what went wrong and how it has affected you.
4. Any relevant photographs or evidence of the issue.
5. Your preferred outcome, for example a re-clean or explanation.
We encourage customers to raise complaints as soon as possible after the issue occurs, ideally within 48 hours of the cleaning visit, so that we can respond while details are still clear and the team involved can recall events accurately.
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases this will be within two working days. The acknowledgement will confirm that your complaint has been logged and will outline the next steps in the process.
A designated member of our management team will review your complaint. The investigation may include:
1. Speaking with the cleaners who attended your property or premises.
2. Reviewing job notes, checklists, and any internal reports.
3. Considering any photographs or evidence that you have provided.
4. Where appropriate, arranging a visit to inspect the premises.
We aim to conduct our investigation in a fair and balanced way, listening carefully to your account as well as the information provided by our staff.
We aim to provide a full written or verbal response to your complaint within ten working days of acknowledgement. If the matter is complex or requires more time, we will let you know and provide an updated timescale, together with reasons for any delay.
Once the investigation is complete, we will set out our findings and any proposed resolution. Depending on the nature of the complaint and our assessment, this may include:
1. A re-clean of specific areas or the whole property in W3 where appropriate.
2. A partial or full adjustment to your invoice where justified.
3. An apology and explanation of what went wrong.
4. Changes to how we schedule, supervise, or train cleaning staff.
5. In rare cases, withdrawal of particular cleaners from your property.
We will explain the reasons for our decision and how we reached our conclusions. If we do not uphold part or all of your complaint, we will give a clear explanation.
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a senior member of the management team who was not involved in the original investigation. They will reassess the complaint, review the evidence, and provide a final decision wherever possible.
In requesting a review, please clearly state which parts of the outcome you disagree with and why. Additional information or evidence that was not previously available will also be considered.
All complaints are handled in confidence. Information is shared only with staff who need it to investigate and resolve the matter. Any personal information provided during the complaints process is handled in line with applicable data protection requirements and used only for the purpose of managing your complaint and improving our services.
We record and review complaints regularly to identify patterns and areas for improvement. This helps us refine our cleaning processes, staff training, and supervision practices across the W3 area. Your feedback, whether positive or negative, plays an important role in maintaining and raising our service standards.
We do not end cleaning services simply because a complaint has been raised in good faith. However, if a serious breakdown in trust occurs, or if abusive or threatening behaviour is directed at our staff, we may decide to discontinue services. Where possible, we will discuss this with you and provide reasons for our decision.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our cleaning services in W3. Updates may be made to reflect changes in our operations, customer expectations, or relevant regulations.
We encourage all customers to share concerns as early as possible so that we have the opportunity to put things right and continue providing a reliable and professional cleaning service.
You can book our cleaners W3 services just with one phone call and make your property clean again!
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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