This complaints procedure explains how customers of Cleaners W14 can raise concerns about our cleaning services and how we respond. Our aim is to resolve problems quickly, fairly, and transparently, and to use feedback to improve our domestic and commercial cleaning across the W14 area.
Cleaners W14 is committed to providing a reliable, professional cleaning service. If something goes wrong, we want to know about it and put it right. We will treat every complaint seriously, investigate it carefully, and keep you informed throughout the process. We will never penalise a client for raising a concern and we encourage open, honest communication.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our scheduling or administration, or how we have handled a previous concern. This may include issues such as the quality of the clean, missed or late appointments, damage or alleged damage during a visit, behaviour or conduct of cleaners, billing or payment concerns, and communication problems or misunderstandings.
You can raise a complaint in the way that is most convenient for you. The best way to help us resolve your issue quickly is to provide clear and specific information. When making a complaint, please include your full name and service address, dates and times of the relevant cleaning visits, a clear description of what went wrong, any photos or evidence you wish to share, and your preferred outcome where possible, for example a re-clean or correction of an invoice.
Complaints can be made verbally or in writing. For the most accurate record, we strongly encourage written complaints, especially for more serious or complex matters such as damage, repeated service failures, or conduct issues. Written complaints allow us to review all details carefully and provide you with a clear written response.
To help us investigate effectively, please raise any concerns as soon as possible after the issue occurs. For cleaning quality issues, we ask that you contact us within 24 hours of the visit wherever possible, so that we can see the property in a condition that still reflects the service provided. For damage or alleged damage, please inform us as soon as you become aware of it. Delays in reporting may limit the options available to resolve the matter.
We follow a clear, structured process when handling complaints to ensure consistency and fairness for all customers of Cleaners W14.
Once we receive your complaint, we will review the information you have provided and open a case. We aim to acknowledge your complaint within a reasonable period, usually within two working days. The acknowledgement will confirm that we have received your complaint, identify who will be handling it, and outline the next steps and expected time frame for a full response.
We will carry out a fair investigation into your complaint. This may involve reviewing job schedules and cleaning checklists, speaking with the cleaner or team involved, reviewing photographs or other evidence you have provided, and, where appropriate, asking for additional information or clarification from you. During this stage, our focus is on understanding what happened, why it happened, and how it can be prevented in future.
After completing our investigation, we will provide you with a clear response. This will usually include a summary of your complaint and what we understood the issue to be, what we found during our investigation, whether we believe the complaint is upheld, partially upheld, or not upheld, and the steps we will take to resolve the matter. Possible outcomes may include an apology and explanation, a re-clean or corrective visit, service changes on future bookings, staff training or supervision measures, or, in some cases, a partial or full adjustment of charges where appropriate.
We aim to resolve most complaints within ten working days of acknowledgement. More complex matters, such as damage claims or repeated service concerns, may take longer. If we need additional time, we will inform you, explain why there is a delay, and give you an updated expected time frame. Our goal is to keep you updated until the complaint is closed.
If you are not satisfied with the outcome at the initial stage, you may ask for your complaint to be reviewed by a more senior member of the Cleaners W14 management team. When requesting an escalation, please explain why you are unhappy with the previous decision and what you would like us to reconsider. We will then review the case, including how the first investigation was handled, and provide a final response. This internal review is our highest level of complaints handling.
To help us manage complaints fairly and efficiently, we ask that customers provide accurate and complete information, communicate respectfully with our team, allow reasonable time for investigation, and cooperate with any reasonable requests, for example providing photos or access for inspection. In cases involving alleged damage, we may ask that no repairs or disposal of items are carried out before we have had an opportunity to review the situation.
Cleaners W14 uses complaints and customer feedback as an important part of quality control for our cleaning services. We review complaint trends to identify recurring issues, update training for cleaners, improve checklists and procedures, and refine our scheduling and communication processes. By raising a complaint, you help us improve our service standards for all clients in the W14 area.
This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. Cleaners W14 reserves the right to update this procedure in line with changes to our services, internal processes, or applicable requirements. The version published here reflects our current approach to handling complaints.
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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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