Cleaners W10 is committed to providing a reliable, consistent cleaning service for homes and businesses. On the rare occasion that something goes wrong, we want to hear about it and put it right quickly and fairly. This complaints procedure explains how you can raise a concern, what information we need from you, how we will handle your complaint, and the outcomes you can expect.
We aim to resolve complaints in a way that is transparent, timely, and reasonable for all parties. All complaints are taken seriously and are treated with respect. We use the feedback we receive to improve staff training, update our processes, and prevent similar issues from happening again where possible.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our administration, or any aspect of the service you receive from Cleaners W10, where you would like us to respond and provide a resolution. This can include issues such as quality of cleaning, missed appointments, conduct of a cleaner, damage or loss, billing concerns, or communication problems.
You can make a complaint in writing or verbally. To help us investigate your concerns effectively, please provide the following information where possible:
Your full name and address; The date and approximate time of the service; The location where the service was provided; A clear description of what went wrong; Any relevant photos or notes that support your concerns; What outcome you would like to see, such as a re-clean or explanation.
If the complaint is about an ongoing service, please contact us as soon as you notice a problem so we have the opportunity to put it right promptly.
Many concerns can be resolved quickly and informally. In the first instance, we encourage you to raise the matter with us as soon as possible after the issue occurs. At this stage, we will:
Listen carefully to your concerns; Clarify any points we do not fully understand; Aim to offer an immediate solution where appropriate, such as arranging a re-clean or adjusting future service instructions; Confirm what has been agreed and any next steps.
In many cases, this informal stage will resolve the matter to your satisfaction. If you are not satisfied with the informal response, or if the issue is more serious or complex, you can request that your complaint is treated under the formal complaints procedure.
When a complaint is treated formally, it will be recorded and handled by a senior member of staff. At this stage we will:
Log your complaint and assign a reference; Acknowledge receipt of your complaint within a reasonable timeframe; Review your concerns in detail, including speaking with the cleaners involved and any other relevant staff; Consider any evidence or information you have provided; Assess the events against our policies, service standards, and booking details.
We will aim to provide a written or verbal response after completing our review. If we need more time to investigate, we will let you know and give you an updated timescale.
If you are not satisfied with the outcome of the formal stage, you may ask for your complaint to be reviewed. A senior manager not previously involved in the case will normally carry out this review, where available.
During the review, we will:
Re-examine the details of your complaint and our previous response; Consider any new information you wish to provide; Check that our procedure has been followed fairly and consistently; Decide whether the outcome should be upheld, changed, or extended.
We will then issue a final response, explaining our conclusions, any further action we will take, and our reasons.
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following, where appropriate:
A verbal or written apology and explanation; A return visit or re-clean of specific areas; Adjusted service instructions for future visits; A partial or full credit or refund in justified cases; Staff training, supervision, or disciplinary action where necessary; Updates to our procedures or checklists to improve service quality.
We will always aim to ensure that any remedy is fair and proportionate to the issue raised.
If your complaint involves alleged damage to property or loss of items, you should notify us as soon as you become aware of the issue. We may ask you for photographs, descriptions, or other information to help us assess the situation. We will:
Review the service details and any relevant notes; Speak to the cleaner or team who attended; Consider whether our terms and conditions apply; Discuss possible resolutions, which may include repair, replacement, or other suitable remedies where we are responsible.
All complaints are handled in confidence. Information about your complaint will only be shared internally with staff who need it to investigate and resolve the issue. We will handle your personal information in line with applicable data protection requirements and our internal policies.
Your feedback, including complaints, is an important part of how we maintain and improve standards. We regularly review complaint records to identify trends, training needs, and opportunities to strengthen our cleaning processes and customer communication. By following this complaints procedure, we aim not only to resolve individual issues but also to enhance the overall quality and reliability of our cleaning services.
Cleaners W10 always try to give quality cleaning services at prices that won't put our customers out of pocket, so we offer gigantic discounts at any time when 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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