This Complaints Procedure explains how customers of our cleaning services in Colliers Wood can raise concerns and how we handle, investigate and resolve them. We aim to provide a reliable and professional service at all times. When something goes wrong, we want to know about it so that we can put matters right and improve our standards.
This procedure applies to all customers who use our cleaning services in Colliers Wood, including regular domestic cleaning, end of tenancy cleaning, office and commercial cleaning, deep cleaning and specialist cleaning. It covers complaints about service quality, staff conduct, scheduling, access, health and safety, and communication related to the delivery of our cleaning work.
This procedure does not cover disputes relating to matters beyond our reasonable control, such as building management restrictions, utilities, or third-party services. However, we will always do our best to support the customer in resolving any related issues where possible.
We are committed to handling all complaints in line with the following principles:
We treat every complaint seriously and with respect. We respond promptly and clearly. We investigate fairly and impartially. We maintain confidentiality as far as is reasonably possible. We aim to resolve issues at the earliest opportunity. We use feedback to review and improve our cleaning services in Colliers Wood.
If you are unhappy with any aspect of our cleaning service, we encourage you to raise the issue as soon as possible so that we can address it quickly. You can make a complaint by contacting us through the usual communication channels you use to book or manage your cleaning appointments. When submitting a complaint, please provide the following information where possible:
Your full name and the property address in Colliers Wood where the service was provided. The date and approximate time of the cleaning visit. A clear description of the issue, including which areas or tasks were affected. Any relevant photos or notes that help explain the problem. Your preferred outcome or how you would like us to resolve the matter.
Once we receive your complaint, we will log it and review the details. We will send you an acknowledgement to confirm that we have received your complaint and that it is being assessed. In most cases, this acknowledgement will be provided within a reasonable period during normal working days.
At this stage, we may contact you to clarify certain points or request further information so we can fully understand the issue.
Your complaint will be investigated by a member of our management or supervisory team who is familiar with our cleaning services in Colliers Wood but not directly involved in the issue, where possible. The investigation may include:
Reviewing booking information and service notes. Speaking to the cleaners who attended the property. Assessing any photos, videos or written evidence supplied. Considering any previous related feedback or history.
We aim to complete most investigations within a reasonable timeframe, depending on the complexity of the issue and the availability of those involved.
After the investigation, we will provide you with a clear written or verbal response. This response will normally include:
A summary of your complaint. An outline of the steps we took to investigate. Our findings and conclusion. Any proposed remedial action or resolution.
Possible resolutions may include, but are not limited to:
Arranging a re-clean of specific areas. Providing guidance to the cleaning team and improving supervision. Adjusting future appointments or service plans. Offering a goodwill gesture where appropriate.
We will always explain the reasons for our decision and what will happen next.
If you are not satisfied with the outcome at Stage 3, you may ask for your complaint to be reviewed again. In such cases, your complaint will be escalated to a more senior member of the management team who was not involved in the initial investigation. The senior reviewer will reassess the information, consider your concerns about the first decision and provide a final response.
The decision at this escalated stage will normally be our final position on the matter within this internal complaints procedure.
You should raise any concerns about the cleaning service as soon as possible and ideally within a short period of the visit taking place. This enables us to investigate while the details are still recent and, where appropriate, arrange a timely re-clean. Complaints raised after a long delay may be more difficult to investigate thoroughly, although we will still consider them and respond where we can.
We ask all customers to cooperate with our team during the complaints process. This includes providing accurate information, allowing us reasonable access to the premises in Colliers Wood if we need to assess the issue in person, and communicating in a respectful way with our staff. We will not tolerate abusive, threatening or discriminatory behaviour towards any member of our team.
We keep records of all complaints received and the actions taken in response. This information helps us to identify patterns, recurring issues and areas where we can improve our training, processes or quality control checks. By reviewing complaints data, we aim to continuously raise the standard of our cleaning services in Colliers Wood.
All complaints are handled in line with applicable data protection principles. Information you provide to us will be used solely for managing your complaint, improving our services and meeting our legal and regulatory obligations. We share complaint details internally only with those who need the information to investigate and resolve the issue.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with good practice for cleaning companies serving customers in Colliers Wood. We may update or amend this procedure from time to time. The version in force at the time you make your complaint will apply to the handling of that complaint.
We are committed to delivering a high-quality, trustworthy cleaning service and we value the feedback our customers provide through this complaints process.
There is no need to pay through the nose for a cleaning service provided by our professional cleaners Colliers Wood. Call us today for a free stimate.
Price List
| Carpet Cleaning | £ 55 |
| Upholstery Cleaning | £ 55 |
| End of Tenancy Cleaning | £ 95 |
| Domestic Cleaning | £ 13.50 |
| Regular Cleaning | £ 13.50 |
| Office Cleaning | £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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