Cleaners W12 is committed to delivering reliable and professional cleaning services. We value every client and take all complaints seriously, using them as an opportunity to improve our standards and customer care. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
The purpose of this complaints procedure is to provide a clear, fair and transparent process for dealing with any dissatisfaction related to our domestic or commercial cleaning services. It applies to all clients who use Cleaners W12 and covers issues such as service quality, conduct of cleaners, scheduling, and administrative errors.
Our aims are to:
Ensure complaints are easy to make and are taken seriously.
Respond promptly and fairly to every complaint.
Resolve issues wherever possible and prevent them from recurring.
Keep clients informed at every stage of the process.
A complaint is any expression of dissatisfaction about our cleaning services, whether it is justified or not. This can include, for example:
Concerns about the standard or thoroughness of cleaning.
Damage to property or belongings allegedly caused during a visit.
Missed or late appointments.
Unprofessional behaviour or conduct by any member of our team.
Errors in bookings, billing or other administrative issues.
You do not need to use specific language or formal wording for your concern to be treated as a complaint. If you are unhappy with any aspect of the service you receive from Cleaners W12, we encourage you to tell us.
You can make a complaint in the way that is most convenient for you. You may choose to raise concerns immediately with the cleaner on site where appropriate, or contact our office directly. When submitting a complaint, it is helpful if you can provide:
Your full name and the address where the service was provided.
The date and approximate time of the cleaning appointment.
A clear description of what went wrong or why you are dissatisfied.
Details of any conversations you have already had with our staff about the issue.
Any supporting information, such as photographs or notes, if relevant.
Providing as much detail as possible allows us to assess the situation accurately and respond more quickly.
We ask that you raise complaints as soon as reasonably possible after the issue arises. For issues relating to the quality of cleaning, we recommend contacting us within 24 to 48 hours of the visit, so that the condition of the property and any alleged issues can be properly assessed. For other matters, such as billing concerns or scheduling errors, you should raise the complaint as soon as you become aware of the problem.
Once we receive your complaint, we will follow these steps:
Acknowledgement. We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide an estimated timescale for our initial response.
Investigation. We will review the details you have provided and may contact you to clarify certain points. We may also speak to the cleaner involved, review internal records such as schedules and reports, and, where relevant, request photographs or other supporting information.
Response. After investigating, we will provide you with a clear response setting out our findings, any conclusions we have reached, and the actions we propose to take to resolve the matter.
Throughout the process, we aim to handle your complaint objectively, without prejudice, and with respect for all parties involved.
We aim to respond to complaints as promptly as possible. While exact times may vary depending on the complexity of the issue, our general targets are:
Initial acknowledgement within a reasonable period after receiving your complaint.
Full written or verbal response after we have completed our investigation, normally within a reasonable timeframe appropriate to the nature of the complaint.
If we require more time to investigate, we will inform you, explain the reason for the delay, and provide an updated timescale.
Where a complaint is upheld, we will seek to provide a fair and proportionate remedy. Depending on the circumstances, this may include:
Offering a re-clean of the affected areas.
Providing a partial or full refund where appropriate.
Offering a discount on future services.
Implementing additional training or supervision for staff.
Reviewing and improving our internal processes to prevent similar issues.
In cases where we cannot fully agree with your version of events, we will explain our reasoning clearly and respectfully.
If you are not satisfied with the initial response, you may request that your complaint is reviewed by a more senior member of our management team. When asking for an escalation, please explain why you are unhappy with the outcome so far and what resolution you are seeking. We will then reassess the complaint, review the investigation carried out, and provide a final response.
All complaints are handled in confidence. Information related to your complaint will only be shared with those who need it in order to investigate and resolve the issue. We store and process personal data in line with applicable data protection requirements and only for as long as necessary to manage your complaint and comply with our legal obligations.
Cleaners W12 is dedicated to maintaining high standards of cleaning and customer service across our service area. We review complaints regularly to identify patterns, improve staff training, and enhance our procedures. Your feedback, whether positive or negative, plays an important role in helping us deliver a consistent and dependable cleaning service.
By following this complaints procedure, we aim to ensure that all clients are treated fairly, that concerns are dealt with promptly and professionally, and that trust in our services is maintained.
By choosing to book an appointment today you will get the most professional and affordable cleaners W12 services at prices everyone in Shepherd’s Bush can afford.
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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