At Cleaners NW3, we are committed to providing reliable, high-quality cleaning services for homes and businesses in our local area. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what steps we will take to resolve matters in a fair and timely way.
We view complaints as an important opportunity to review our performance, put things right, and improve our services. Every complaint is taken seriously and is handled with respect, discretion, and professionalism. We aim to resolve most issues informally at an early stage, but we also have a clear formal process where needed.
This procedure applies to all domestic and commercial cleaning services carried out by Cleaners NW3. It covers issues relating to the standard of cleaning, conduct of staff, adherence to agreed schedules, access arrangements, and other aspects directly connected to the services we provide.
This procedure is intended for use by our customers or their authorised representatives. It does not cover employment disputes or complaints from suppliers, which are addressed under separate internal processes.
You may raise a complaint in writing or verbally. While we will accept complaints by any reasonable method, we recommend that you set out the details in writing, as this helps us understand the issue clearly and investigate thoroughly.
When making a complaint, please provide the following information where possible:
The date and approximate time of the service you are unhappy with. The address where the service took place. A clear description of what went wrong or how the service did not meet your expectations. The name of any staff member you have already spoken to about the issue. Any photographs or supporting details that may help us understand the problem.
If you raise your concerns with a member of our cleaning team on site, they will do their best to resolve the matter immediately or pass it promptly to a supervisor or manager if further action is required.
To allow us to investigate effectively, we ask that you raise any complaint as soon as possible, and preferably within 48 hours of the service taking place. Complaints raised after a longer period will still be considered, but it may be more difficult to gather accurate information and evidence.
In many cases, complaints can be resolved quickly and informally. This might include arranging for an area to be re-cleaned, clarifying what was agreed in your booking, or agreeing small adjustments to future visits. Where an informal solution is appropriate and accepted by you, we will confirm what has been agreed and carry it out as soon as reasonably practicable.
If your complaint cannot be resolved informally, or if you prefer to follow a formal route from the outset, the following steps will apply.
Step 1: Acknowledgement. We will acknowledge your formal complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps and indicative timeframes.
Step 2: Investigation. A manager will review your complaint in detail. This may involve checking booking records and schedules, speaking with cleaning staff, reviewing any photographs you supply, and, where appropriate, arranging a site visit. We will aim to carry out the investigation in a fair and impartial way, listening to your account and considering all available information.
Step 3: Outcome and Response. Once the investigation is complete, we will provide you with a written response setting out our findings. Where your complaint is upheld in full or in part, we will explain what went wrong and outline the steps we will take to put matters right. This may include corrective cleaning, a partial or full refund, or other appropriate remedies. If we do not uphold your complaint, we will explain the reasons for our decision.
We aim to provide a full response to most formal complaints within ten working days of acknowledgement. If an investigation is likely to take longer due to complexity, access arrangements, staff availability, or other practical reasons, we will inform you and provide an updated timescale.
If you are not satisfied with the outcome of your complaint, you may request an internal review by a more senior member of our management team, who was not involved in the original investigation. The reviewer will consider whether the complaints procedure has been followed, whether the investigation was reasonable, and whether the outcome was fair in light of the evidence available.
The reviewer may uphold the original decision, vary it, or ask for further enquiries to be made. We will then provide you with a final written response setting out the result of this review.
All complaints are handled in confidence and in accordance with applicable data protection requirements. Information about your complaint will only be shared with staff who need to know in order to investigate and resolve the issue. We retain records of complaints and outcomes so that we can monitor trends and improve the quality and reliability of our cleaning services across the area we cover.
We use feedback from complaints and compliments to refine our staff training, quality checks, scheduling, and communication. By following this procedure, Cleaners NW3 aims to ensure that every concern is treated fairly and contributes to maintaining the standards our customers expect from a professional local cleaning company.
We provide top-notch cleaners NW3 services at reasonable prices and all you need to do is call us today to get the best deal around.
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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