This complaints procedure explains how customers of Cleaners W8 can raise concerns about our cleaning services and how we will respond. Our aim is to resolve issues quickly, fairly and transparently, and to use all feedback to improve our services.
Cleaners W8 is committed to providing reliable, high-quality cleaning services. However, we recognise that occasionally things may go wrong. When this happens, we encourage customers to tell us so we can put matters right and prevent similar issues in the future.
We will always treat complaints seriously, investigate them thoroughly and respond within reasonable timeframes. You will be treated with courtesy and respect at all times, and your complaint will not affect any future service you receive from us.
This complaints procedure applies to all cleaning services provided by Cleaners W8 to residential and commercial customers, including but not limited to regular domestic cleaning, deep cleaning, end of tenancy cleaning, office cleaning and one-off cleaning services.
You can use this procedure to raise concerns about the quality of cleaning, conduct or behaviour of staff, punctuality, damage to property or any aspect of our service that does not meet your expectations.
In many cases, complaints can be resolved quickly and informally. If you experience a problem with your cleaning service, we encourage you to raise it as soon as possible, ideally on the same day the issue occurs or is noticed.
If the cleaner is still on site and you feel comfortable doing so, you may point out the issue directly and allow them the opportunity to correct it during the visit. Often, matters such as missed areas or minor oversights can be resolved immediately in this way.
If the issue cannot be resolved on site, or you prefer not to discuss it with the cleaner, you should contact our office team, providing clear details of your concern.
If you are not satisfied with the outcome of an informal discussion, or if the matter is more serious, you can make a formal complaint. Please provide the following information so we can investigate properly:
The date and approximate time of the service
The address where the service was carried out
A clear description of what went wrong or did not meet your expectations
Any relevant photographs or supporting information
Details of any conversations already held with our staff about the issue
We recommend submitting your complaint as soon as reasonably possible after the issue arises so that we can investigate while details are still clear and any evidence is available.
Once we receive your formal complaint, we will follow these steps:
1. Acknowledge receipt of your complaint within a reasonable timeframe.
2. Review the details you have provided and gather any additional information required, which may include speaking to the cleaner or supervisor involved and checking internal records.
3. Assess what went wrong, whether our standards or commitments were not met, and identify any contributing factors.
4. Decide on appropriate actions to put things right and to prevent similar issues recurring where possible.
5. Provide you with a clear response, explaining our findings and any proposed resolution.
We aim to resolve most complaints as quickly as possible. Straightforward matters may be resolved within a few working days. More complex complaints that require detailed investigation may take longer, but we will keep you informed of progress and when you can expect a full response.
Depending on the nature and seriousness of the complaint, possible outcomes may include:
A clear explanation or clarification where there has been a misunderstanding
Corrective cleaning work, such as re-cleaning specific areas or repeating part of the service
Changes to the way we deliver your future services, for example adjustments to instructions or scheduling
Internal action such as additional staff training or closer supervision
In some circumstances, a partial or full adjustment to your invoice may be considered where the service has not met reasonable expectations and we are responsible for the shortfall.
If your complaint relates to potential damage to property or belongings, notify us as soon as possible after becoming aware of the issue. Provide a clear description of the item, the nature of the damage and, where available, photographs and proof of purchase or approximate value.
We will investigate the circumstances carefully. Where appropriate and where our responsibility is established, we will seek a fair resolution, which may include repair or contribution towards replacement, subject to our terms and conditions and any applicable insurance arrangements.
If you are not satisfied with the outcome of our initial investigation and response, you may request that your complaint is reviewed by a senior member of our management team. Please set out why you are unhappy with the original response and what outcome you are seeking.
The senior review will focus on whether the complaint was handled properly, whether all relevant information was considered and whether the decision reached was fair and reasonable in the circumstances.
All complaints will be handled confidentially. Information will only be shared with staff who need it to investigate and resolve the matter. Personal data will be processed in line with our data protection obligations and only retained for as long as necessary to manage your complaint and meet legal requirements.
Cleaners W8 views complaints and feedback as an important opportunity to learn and improve. We regularly review complaints data to identify patterns, training needs and areas where our cleaning services or internal processes can be strengthened.
By following this complaints procedure, we aim not only to resolve individual issues but also to enhance the overall quality and reliability of our service for all customers.
Give our trustful cleaners SW8 company a call and take advantage of our special offers we provide today.
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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