This complaints procedure explains how we handle any concerns or dissatisfaction with our cleaning services. Our aim is to resolve issues quickly, fairly, and transparently, and to use your feedback to continually improve our work.
We are committed to providing reliable, high quality cleaning. If something goes wrong, we want to know about it. We will treat all complaints seriously, investigate them carefully, and respond in a timely and professional manner.
We welcome complaints and feedback as an opportunity to review our standards, support our cleaners with additional training where necessary, and strengthen our overall service.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous concern. This may include issues such as:
Work not completed as agreed, missed appointments, punctuality concerns, conduct or behaviour of cleaners, damage to property or possessions, health and safety concerns, billing or payment disputes, communication problems, or dissatisfaction with how a previous complaint was handled.
You do not need to use the word complaint for us to treat your concern as one. If you are unhappy and want us to put something right, we will follow this procedure.
You can make a complaint in writing or verbally. Please explain clearly what happened, when it happened, where it happened, and which service or visit it relates to. Include any relevant information that will help us understand and investigate the issue.
Where possible, please provide your full name, the address where the cleaning took place, and the date and approximate time of the service. If the issue is urgent, such as a health and safety concern or serious damage, please contact us as soon as you become aware of it.
We encourage you to raise any concerns as soon as possible after the event so that we can investigate while the details are still clear and the staff involved remember the visit. Timely complaints allow us to respond more effectively and correct issues before they recur.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we have received your concerns and outline the next steps in the process. Where relevant, we may ask you for further information or clarification to ensure we fully understand the issue before proceeding.
We will investigate your complaint in a fair and objective way. Depending on the nature of the complaint, this may include:
Reviewing cleaning schedules, checklists and job notes for the relevant visit, speaking with the cleaner or cleaning team involved, reviewing any photos or evidence provided, and, where appropriate, arranging a visit to inspect the property or area of concern.
All staff involved will be reminded of their responsibility to cooperate honestly with any investigation. We will keep your information confidential and only share details on a need-to-know basis within our management team.
We aim to provide a full response to your complaint within a reasonable and clearly communicated timeframe, taking into account the complexity of the matter. If we are unable to complete our investigation within this timeframe, we will update you on progress and provide a revised timescale for our final response.
Once we have completed our investigation, we will explain our findings to you and set out any actions we will take. Depending on the circumstances, possible outcomes may include:
A clear explanation or apology, corrective action such as a re-clean or additional visit, service changes to prevent similar issues in future, staff training or supervision measures, or, where appropriate, a partial or full credit or other gesture of goodwill.
Any remedy offered will be proportionate to the nature of the complaint and the impact on you. Our goal is to resolve matters in a way that is fair, transparent, and consistent.
To help us handle your complaint effectively, we ask that you provide accurate information, remain respectful toward our staff, allow reasonable time for us to investigate, and follow any reasonable instructions we give for access, inspections, or remedial work.
If you are not satisfied with our initial response or the outcome of your complaint, you may ask for a further review. This review will be carried out by a senior member of our team who was not directly involved in the first investigation wherever possible.
In your request for review, please explain why you remain dissatisfied and specify any aspects of the response or outcome that you disagree with. We will then reassess the complaint, consider whether any additional information or steps are required, and provide you with a final response.
All complaints and related correspondence are handled in line with applicable data protection requirements. Information is stored securely and retained only for as long as necessary for managing your complaint and meeting our legal and regulatory obligations.
We regularly review complaints to identify patterns and areas where our cleaning service, scheduling, communication, or staff training can be improved. Recurring issues are analysed and addressed through updated procedures, guidance, or additional supervision and support for our cleaners.
Your feedback plays an important role in helping us maintain high standards and deliver a consistent, reliable cleaning service in the areas we cover, including South Kensington and surrounding neighbourhoods.
Enjoy a quick and easy cleaning experience by hiring our professional cleaners South Kensington company 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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