Cleaners West Hampstead is committed to providing reliable, high quality and professional cleaning services. We take any dissatisfaction with our work seriously and view complaints as an opportunity to improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
This procedure applies to all clients who use our cleaning services, whether for one-off, end of tenancy, or regular domestic cleaning. It covers complaints about the quality of cleaning, conduct of staff, scheduling issues, and any other aspect of the service you receive from us.
We aim to resolve all complaints in a fair, consistent and timely manner. We will treat you with respect, listen carefully to your concerns, and keep you informed throughout the process.
A complaint is any expression of dissatisfaction about our cleaning services or our staff, whether made verbally or in writing, where you would like a response or resolution. This includes situations where:
You believe the standard of cleaning falls below what was agreed or reasonably expected. You feel our staff have behaved in an unprofessional or inappropriate manner. Appointments have been missed, repeatedly rescheduled or significantly delayed without reasonable explanation. There are issues with how your booking or payment has been handled. Any other aspect of our service has not met your expectations.
We encourage you to raise your concerns as soon as possible so that we can address them promptly.
You can make a complaint in the way that is most convenient for you. You may contact us by phone, in writing by post, or by using any standard contact method detailed on your booking confirmation or invoice. When raising a complaint, please provide the following information where possible:
Your full name and the address where the cleaning took place. The date and time of the service. A clear description of what went wrong or did not meet your expectations. Any relevant photographs or details that help explain the issue. How you would ideally like us to resolve the matter, for example a re-clean of specific areas.
If you raise a concern with a cleaner while they are on site, they will do their best to correct the problem immediately. However, if you remain dissatisfied or prefer to speak with our office, we ask that you follow up using one of our main contact channels so the matter can be recorded and managed properly.
Once we receive your complaint, we will record it in our internal system and assign it to a member of our management team. We aim to acknowledge all complaints within two working days. In this acknowledgement we will confirm that we have received your complaint, give you the name or role of the person handling it, and outline the next steps and likely timescales.
The person handling your complaint will review the details you have provided, check our booking and service records and, where necessary, speak with the cleaners or supervisors involved. We may contact you for further information or clarification so that we fully understand your concerns.
Our investigation will focus on being fair, balanced and evidence-based. We will consider exactly what was agreed at the time of booking, any specific instructions you gave, the standard of work recorded, and whether our staff followed our internal policies and procedures.
After we have completed our investigation, we will provide you with a clear response. This will normally include a summary of your complaint, what we have found during our investigation, our decision on whether your complaint is upheld in full, in part, or not upheld, and any steps we will take to put things right or prevent a similar issue in the future.
Depending on the circumstances, possible outcomes may include:
A re-clean of all or part of the property where the work was not completed to an acceptable standard. Practical steps to correct any specific issues raised. An apology and explanation. Additional training or guidance for staff. Amendments to our procedures or quality checks.
We will always try to offer a solution that is reasonable and proportionate to the issue raised, taking into account the service booked and the evidence available.
We aim to resolve most complaints within ten working days from the date we acknowledge them. Some issues may require more detailed investigation, for example where multiple visits or staff are involved. In such cases, we will keep you informed of progress and provide an updated timeframe if needed.
If there is any unavoidable delay, we will let you know and explain the reason.
If you are unhappy with our response or feel that your concerns have not been fully addressed, you may ask for your complaint to be reviewed by a senior member of our team. In your request, please explain why you remain dissatisfied and what outcome you are seeking.
The reviewer will consider the handling of your complaint, the decision made, and whether our procedure has been followed correctly. They may either uphold the original decision, modify it, or reach a different conclusion. We will then write to you with our final position.
All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond to your concerns. We store complaint records securely and retain them only for as long as necessary for business, legal or regulatory purposes, in accordance with applicable data protection requirements.
Your feedback, including complaints, is valuable in helping us maintain and improve the standards of our cleaning services. We regularly review complaints to identify patterns, areas for improvement, and opportunities to enhance staff training, supervision and quality control.
By following this Complaints Procedure, we aim to resolve individual issues fairly and promptly, while also ensuring that lessons learned lead to better service for all clients of Cleaners West Hampstead.
Your cleaning needs can be handled in no time with the help of our cleaners West Hampstead! Call us today and get the cheapest services!
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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