This complaints procedure explains how customers of our cleaning services in Earls Court can raise concerns, how those concerns will be handled, and the standards of service you can expect from us throughout the process. Our aim is to resolve any issues promptly, fairly and transparently, and to use feedback to improve the quality and reliability of our cleaning work.
We recognise that, even with well-trained cleaners and robust quality controls, problems can occasionally occur. When they do, we are committed to:
Listening carefully to your concerns and taking them seriously.
Recording all relevant information accurately.
Investigating the matter in a fair and objective way.
Responding within reasonable and clearly explained timeframes.
Offering appropriate remedies where a complaint is upheld.
Using lessons learned to improve our cleaning services across Earls Court and surrounding areas.
A complaint is any expression of dissatisfaction about our cleaning services, the conduct of our cleaners, our customer service, or our administrative processes, where you are seeking a response or resolution. Examples include:
Concerns about the standard, completeness, or consistency of a clean.
Issues with punctuality, reliability, or missed appointments.
Concerns about the behaviour, attitude, or professionalism of a cleaner.
Problems with invoicing, charges, or payment arrangements.
Any perceived breach of agreed terms or failure to follow instructions that were clearly communicated.
You may raise a complaint in the way that is most convenient for you. When submitting your complaint, please provide:
Your full name and, where relevant, the property address where cleaning was carried out.
The date and approximate time of the cleaning visit or incident.
A clear description of the issue you experienced.
Any supporting information, such as photographs, written instructions previously supplied, or notes from conversations.
Whether you would prefer a written or verbal response.
Providing detailed information at the outset helps us investigate quickly and thoroughly and ensures that we fully understand your expectations for resolution.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In this acknowledgement we will:
Confirm that we have received your complaint.
Provide the name or role of the person responsible for handling it.
Outline the next steps and the expected timescale for our investigation and response.
If we require any additional details or clarification before proceeding, we will request this at the same time.
Your complaint will be reviewed by a member of our management or customer care team who was not directly involved in the issue wherever possible. The investigation may include:
Reviewing booking records, cleaning checklists, and any job notes.
Speaking with the cleaner or cleaning team assigned to the visit.
Reviewing any photographs or evidence you have supplied.
Assessing our internal policies and whether they were followed correctly.
We aim to complete investigations within a reasonable period. If more time is required due to complexity or availability of staff, we will let you know and keep you updated.
When the investigation is complete, we will provide you with a clear response setting out:
A summary of your complaint as we understand it.
The steps we took to investigate the matter.
Our findings and whether your complaint is upheld in full, in part, or not upheld.
Any actions we will take as a result.
Where a complaint is upheld, we may offer one or more of the following, depending on the circumstances:
A sincere explanation and, where appropriate, an apology.
A re-clean of the affected area or areas, where this is practical.
An adjustment or credit to your invoice.
Changes to internal procedures, training, or supervision of cleaners.
We will always aim for an outcome that is reasonable, proportionate, and aligned with the terms under which our cleaning services were provided.
If you remain dissatisfied after our initial response, you may ask for your complaint to be reviewed again. In this case, where possible, a different member of the management team will carry out a further review, focusing on:
Whether all relevant information was considered.
Whether the investigation was conducted fairly.
Whether the outcome and any remedy offered were appropriate in light of the findings.
We will then provide a final response, explaining clearly the reasons for our decision. This stage represents the conclusion of our internal complaints procedure.
We aim to handle all complaints as quickly as reasonably possible while ensuring a fair and thorough review. Response times may vary depending on the complexity of the issue and the availability of staff and records, but we will:
Keep you informed if there are any significant delays.
Respond in the communication format you prefer where feasible.
Ensure that all written responses are clear, respectful, and free of unnecessary jargon.
All complaints are dealt with in confidence. Information related to your complaint will only be shared within our organisation where necessary to investigate and respond, or where we are required to do so by law. Any personal data collected in relation to your complaint will be processed and stored in line with applicable data protection legislation and our internal privacy practices.
We view complaints as a valuable source of feedback. Trends and recurring themes are reviewed to help us identify areas where we can improve training, supervision, cleaning methods, scheduling, and customer communication. By doing so, we aim to enhance the overall quality and consistency of our cleaning services across Earls Court and nearby locations.
This complaints procedure is reviewed periodically to ensure it remains clear, effective, and aligned with our commitment to customer care. We may update it from time to time to reflect changes in our operations, legal requirements, or industry best practice. The most recent version of this procedure will always apply to new complaints raised with us.
When it comes to hiring cleaners Earls Court we are the most expert company that you can rely on! Call us today and find more information!
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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