This Complaints Procedure explains how Cleaners NW6 receives, records and resolves complaints about our cleaning services. We are committed to treating all feedback seriously and using it to improve our domestic and commercial cleaning work across our service area.
We aim to resolve complaints quickly, fairly and in a transparent way. Every concern is treated respectfully and without discrimination. We will listen carefully, investigate thoroughly, and respond within reasonable timeframes, keeping you informed throughout the process.
This procedure applies to complaints relating to any cleaning service provided by Cleaners NW6, including one-off, regular, end of tenancy, office and specialist cleaning. It covers issues such as service quality, conduct of cleaners, punctuality, health and safety matters, access to premises and administration errors such as bookings or invoicing.
You may raise a complaint as soon as you become aware of an issue with your cleaning service. Complaints should be made as promptly as possible so that we can investigate effectively and, where necessary, revisit the property while matters are still recent and clear.
When submitting a complaint, please provide as much detail as you can, including:
The date and approximate time of the cleaning service
Any booking or reference details you have
A clear description of what went wrong
Any relevant photographs or notes that may help our investigation
How you would ideally like the matter to be resolved
You can submit a complaint in writing using your usual contact method with Cleaners NW6. Written complaints help us keep an accurate record of what happened and how it was resolved. If you prefer to explain your complaint verbally, we will make a written record of what you tell us.
We will acknowledge receipt of your complaint within a reasonable period. In that acknowledgement we will confirm who is handling your case and what you can expect next.
We operate a clear staged process to ensure complaints are handled consistently and fairly.
At this first stage, a member of our team will review your complaint and any supporting information. They will acknowledge your complaint and may contact you to clarify details or request additional information. In many cases, straightforward issues can be resolved at this stage with an explanation, an apology where appropriate, or a swift practical remedy such as a re-clean.
If your complaint cannot be resolved quickly at Stage 1, it will move to a more detailed investigation. This may involve speaking with the cleaners who attended your property, reviewing job notes, schedules and any photographs or quality control reports. Where appropriate, we may request permission to revisit your property to assess the situation directly.
We aim to complete this investigation within a reasonable timeframe. If we need more time due to the complexity of the complaint or the availability of those involved, we will keep you updated.
Once our investigation is complete, we will provide you with a clear written response. This will usually include:
A summary of your complaint
An outline of the steps we took to investigate
Our findings and conclusions
Any actions we will take to resolve the matter
Any changes we plan to make to improve our services
Depending on the circumstances, resolutions may include a re-clean, a partial or full refund, service credits, staff training or other measures we consider appropriate and fair.
If you are not satisfied with the Stage 3 outcome, you may ask for a further internal review. A more senior member of our team, who was not involved in the original investigation, will re-examine your complaint, the evidence and the decision reached. They may contact you for more information or clarification where necessary.
After this review, we will provide a final response. This will outline whether our original decision is upheld or amended and will explain the reasons clearly.
We encourage customers to report any issues with cleaning services as soon as possible, ideally within 24 to 48 hours of the service taking place. Timely reporting allows us to investigate effectively and provide an appropriate remedy, especially where the condition of the property is relevant to the complaint.
All complaints are handled confidentially and in line with applicable data protection requirements. Information about your complaint will only be shared with those who need it to investigate and resolve the matter. Raising a complaint will not affect your right to use our services in the future and you will not be treated less favourably for doing so.
We view complaints as valuable feedback. Each complaint is recorded and analysed so that we can identify patterns, recurring issues and areas for improvement in our cleaning procedures, staff training and customer care. Where lessons can be learned, we will adapt our working practices to provide a better, more reliable service throughout our operating area.
Cleaners NW6 may update this Complaints Procedure from time to time to reflect changes in our operations, customer expectations or relevant legal requirements. The most recent version will replace any earlier versions and will apply to all new complaints from the date it is published.
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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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