This complaints procedure explains how customers can raise concerns about cleaning services provided in West Kensington and how those concerns will be handled. Our aim is to resolve any issues quickly, fairly, and transparently, while maintaining a high standard of professional cleaning for homes and businesses.
We are committed to providing reliable and consistent cleaning services. When something goes wrong, we want to know about it so we can put it right and improve our service. All complaints are treated seriously and handled with courtesy, confidentiality, and respect.
We will always aim to:
Listen carefully to your concerns and understand what went wrong.
Acknowledge your complaint promptly.
Investigate the matter thoroughly and impartially.
Offer a clear explanation and, where appropriate, a solution or remedy.
Use your feedback to improve our cleaning services in West Kensington and surrounding areas.
A complaint is any expression of dissatisfaction about our cleaning services or the conduct of our cleaners, whether you tell us verbally or in writing. This can include, for example:
Concerns about the quality or thoroughness of a clean.
Issues with punctuality, missed appointments, or late arrival.
Problems with communication or customer service.
Concerns about conduct or behaviour while cleaners are on your premises.
Disputes about invoices or charges for cleaning services.
If you are unsure whether your concern is a complaint, please raise it with us and we will handle it under this procedure where appropriate.
You can make a complaint in the way that is most convenient for you. Written complaints are preferred as they help us keep a clear record, but we will also accept verbal complaints.
When making a complaint, please provide as much detail as possible, including:
Your full name and the service address.
The date and time of the cleaning service concerned.
The name of the cleaner or team, if known.
A clear description of what went wrong.
Any photographs or evidence that may help us understand the issue.
What outcome or resolution you would like, if you have something specific in mind.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. If you have raised the issue verbally, we may summarise it in writing to confirm that we have understood your concern accurately.
At this stage we will:
Record your complaint in our internal system.
Confirm who will be responsible for handling it.
Give you an estimated timescale for our response.
We will normally aim to provide a full response within ten working days. If we cannot do this, we will inform you and provide an updated timescale.
Your complaint will be investigated by a member of our management team who was not directly involved in the issue wherever possible. This helps ensure a fair and balanced review.
The investigation may include:
Reviewing appointment records, job sheets, and any relevant notes.
Speaking to the cleaner or cleaning team involved.
Reviewing any photographs or other evidence provided.
Contacting you for further information or clarification if needed.
We will consider your complaint objectively, taking into account our service standards and any agreed instructions for the clean.
When the investigation is complete, we will contact you with the outcome. Our response will include:
A summary of your complaint as we understand it.
Details of the steps we took to investigate.
Our findings and any conclusions reached.
Any actions we will take to resolve the issue.
Possible resolutions may include, depending on the circumstances:
Providing a re-clean of the affected area where appropriate.
Offering a partial or full credit on a future clean.
Reviewing our internal processes or staff training.
Providing guidance or reminders to the cleaning team.
We will always aim to reach an outcome that is fair and reasonable for both you and the company.
If you are unhappy with the outcome of your complaint, you may request a further review. In this case, a senior member of the team will reassess your complaint, the investigation, and the decision made.
We will inform you of the result of this review and explain our final position. We will also explain any further options that may be available to you.
To help us investigate effectively, we ask that complaints about cleaning services are raised as soon as possible and preferably within seven days of the service taking place. This allows us to gather accurate information and take prompt remedial action where needed.
We will still consider complaints raised after this period, but the passage of time may limit the scope of our investigation or the remedies available.
All complaints are handled in line with applicable data protection requirements. Information about your complaint will be shared only with those who need it to investigate and resolve the matter. We will store complaint records securely and use them to monitor performance and improve our cleaning services in West Kensington.
Complaints and feedback are an important part of maintaining and improving our standards. We regularly review complaint patterns to identify any recurring issues. Where necessary, we will update our training, procedures, or quality checks to prevent problems from reoccurring.
By following this complaints procedure, we aim to ensure that any concerns about our cleaners in West Kensington are addressed fairly, consistently, and with a focus on achieving the best possible outcome for our customers.
You can rely on our cleaners West Kensington to vide you quality services and great discounts!
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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