This Complaints Procedure explains how customers can raise concerns about cleaning services provided in Edgware and surrounding areas, and how those concerns will be handled. Our aim is to resolve issues quickly, fairly, and in a way that helps improve our service for the future.
We are committed to providing reliable, high quality domestic and commercial cleaning. If something goes wrong, we want to know about it. We use all complaints as an opportunity to review our work, support our cleaners, and improve our systems so that similar issues are less likely to happen again.
All complaints are treated seriously, handled confidentially, and managed in line with this written procedure. We aim to respond within clear timeframes and keep you informed at each stage.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have handled a previous enquiry. This can include, for example:
Issues with the quality or standard of cleaning, damage to property or items during a visit, missed or late appointments, conduct, attitude, or behaviour of cleaners, incorrect or unclear information given about our services, or problems with invoicing, payments, or booking arrangements.
You do not need to use the word "complaint" for us to treat your concern as one. If you are unhappy with any aspect of our cleaning service in Edgware or nearby areas, we will follow this procedure.
You can raise a complaint in writing or by speaking to us. Providing clear details will help us investigate more effectively. Where possible, please include:
The date and time of the service, the address where the cleaning took place, the name of the cleaner if known, a description of what went wrong, when you first noticed the issue, and what you would like us to do to put things right.
If your concern relates to an urgent matter, such as a security issue or significant damage, please contact us as soon as possible so we can act quickly to assess and address the situation.
Once we receive your complaint, we will acknowledge it within a reasonable working timeframe. At this stage, we will:
Confirm that we have received your complaint, record the details in our internal system, and identify the most appropriate person to handle it, usually a supervisor or manager responsible for the service in your area.
Where possible, we will attempt to resolve straightforward issues immediately at this stage. This may involve arranging a re-clean, clarifying information about the service, or providing an explanation and apology where appropriate.
If the matter cannot be resolved informally, or if it is more complex or serious, we will carry out a more detailed investigation. This may include:
Speaking with the cleaner or team involved in the work, reviewing job schedules, reports, and any photos provided, and considering any previous history of similar issues at the property or with the staff concerned.
During this time, we may contact you for further information or to clarify any points. We aim to provide a full written or verbal response within a fair and practical timeframe, depending on the complexity of the matter.
Once the investigation is complete, we will explain our findings and set out the outcome. This may include one or more of the following:
An explanation of what happened and why, an apology where standards have not been met, practical steps to put things right, such as a re-clean or corrective visit, and where appropriate, goodwill gestures or service adjustments.
We will also explain any actions we are taking internally, such as additional staff training, changes to our procedures, or closer supervision of particular jobs. Our goal is not only to address your individual complaint but also to prevent similar issues for other customers in the future.
If you are not satisfied with the outcome at Stage Three, you can ask for your complaint to be reviewed by a senior member of our team. At this escalation stage, we will:
Reassess the information already gathered, consider any new evidence you wish to provide, and review whether our procedure has been followed correctly and fairly.
Following this review, we will give you a final response setting out our position and any further steps we can reasonably take. This will usually be considered the final stage of our internal complaints procedure.
We encourage customers to raise complaints as soon as possible after the event, ideally within a short period of the cleaning visit. This helps us investigate while details are still fresh and makes it easier to check what has happened.
While we will always try to be flexible, complaints raised after a significant delay may be harder to resolve fully, especially where evidence is limited or staff have changed.
All complaints are handled confidentially. Information is shared only with those who need to know in order to investigate and resolve the matter. We store complaint records securely and retain them only for as long as necessary for operational and legal purposes.
Details from complaints may be used to train staff, improve our services in Edgware and surrounding areas, and monitor performance, but this will always be done without unnecessary disclosure of personal information.
Your feedback, whether positive or negative, plays an important role in helping us maintain and enhance our cleaning standards. We regularly review complaints data to identify patterns, address recurring issues, and refine our procedures for clients in the local area.
By following this Complaints Procedure, we aim to provide a clear, fair, and transparent process that gives you confidence when choosing our cleaners in and around Edgware.
Our cleaners Edgware are the best deal for cleaning carpets! Call us today and book us now!
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
(79)
