This Complaints Procedure explains how customers of Cleaners NW1 can raise concerns about our cleaning services and how we will respond. Our aim is to resolve any issues quickly, fairly, and in a way that maintains confidence in our services across the local area.
Cleaners NW1 is committed to delivering reliable and professional cleaning. When something goes wrong, we want to know so we can put it right, review what happened, and improve our standards and training. All complaints are taken seriously, handled respectfully, and used as an opportunity to enhance our service.
This procedure applies to complaints relating to our domestic and commercial cleaning services, including but not limited to regular cleaning, deep cleaning, end of tenancy cleaning, and one-off cleans. It covers concerns about cleaning quality, conduct of cleaning staff, appointment management, and any aspect of the service you receive from us.
Any customer of Cleaners NW1, or their authorised representative, may raise a complaint. Landlords, tenants, managing agents, homeowners, and business clients can all use this procedure if they are dissatisfied with our services.
You can make a complaint in writing or verbally. While we accept complaints made by phone or in person, we encourage you to provide your concerns in writing wherever possible so that we have a clear record of the issue and can respond accurately.
When submitting your complaint, please include the following information to help us investigate more efficiently:
The date and time of the cleaning appointment
The address where the service took place
The type of cleaning service booked
A clear description of the issue or concern
Any photos or evidence that may help us understand the problem
Details of any steps already taken to resolve the matter
If you make your complaint verbally, our team will record the details in writing so that the information is complete and can be reviewed.
We ask that complaints are raised as soon as reasonably possible after the issue occurs. For cleaning quality concerns, please contact us within 48 hours of the service wherever possible. This allows us to review the work while it is still recent and, if appropriate, arrange a re-clean or other remedial action.
Once we receive your complaint, we follow a clear and structured process:
1. Acknowledgement: We will acknowledge your complaint and confirm that it is being investigated.
2. Initial Review: We will review the details provided, including any photos, notes from the cleaner or supervisor, and service records.
3. Further Information: If needed, we may contact you to clarify points or request additional information.
4. Investigation: We will speak to the cleaners involved, any supervising staff, and, where applicable, other parties such as letting agents or landlords.
5. Outcome and Response: Once the investigation is complete, we will provide you with a written outcome explaining our findings and any actions we propose to take.
We aim to acknowledge all complaints promptly. A full response is usually provided within a reasonable timeframe, depending on the complexity of the issue and the need to gather information from staff and, where relevant, other parties. If we require more time, we will inform you and explain the reasons for the delay.
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following remedies where appropriate:
A detailed explanation and, if applicable, an apology
A re-clean of the affected areas, subject to assessment
A partial adjustment or other gesture where justified by the circumstances
Changes to how we schedule, supervise, or deliver services in your area
Further training or guidance for individual cleaners or teams
Any remedy offered will reflect the findings of the investigation and the impact of the issue on you as the customer.
If you are not satisfied with the initial response, you may request that your complaint be reviewed at a higher level within Cleaners NW1. The complaint will be reassessed, taking into account any additional information you may wish to provide. We will then issue a further written response explaining our final position on the matter.
All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and respond to the complaint. We handle your personal data in line with applicable data protection requirements and retain complaint records for an appropriate period for monitoring and improvement purposes.
Each complaint is logged and monitored so that we can identify patterns or recurring issues. We regularly review complaints data to improve our cleaning processes, staff training, supervision, and customer communication. Feedback from customers across our service area is an important part of maintaining and raising our standards.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers of Cleaners NW1. Changes may be made to reflect updates in our services, operational practices, or relevant regulations. The version published on our legal and policy information will always be the most up to date.
We are the best cleaners NW1 company to call when you need any kind of cleaning 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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