This complaints procedure explains how customers can raise a concern about any cleaning service received and how we will respond. Our aim is to provide reliable and professional cleaning in Shepherds Bush and nearby areas, and to resolve all complaints fairly, consistently, and as quickly as possible.
We treat every complaint as an opportunity to review and improve our cleaning services. All concerns are taken seriously, recorded accurately, and handled with respect for everyone involved. We aim to:
Respond promptly to all complaints, usually within a reasonable timeframe.
Investigate issues thoroughly and impartially.
Provide a clear explanation of what went wrong where applicable.
Offer a fair solution and, where required, put things right as soon as practicable.
This procedure covers complaints made by domestic and commercial customers about cleaning services carried out by our cleaners in Shepherds Bush and surrounding locations. It applies to issues such as standards of cleaning, punctuality, conduct of cleaners, communication, and service delivery.
Customers are encouraged to raise concerns as soon as possible after the cleaning visit so we can address any issues promptly. When making a complaint, please provide the following information:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A clear description of the issue or concern.
Any relevant details, such as areas missed, damage noticed, or behaviour that caused concern.
Wherever possible, we aim to resolve complaints informally at the first point of contact. Once we receive your complaint, we will:
Acknowledge your concern and gather any additional information needed.
Review the cleaning schedule and any notes from the cleaner.
Attempt to resolve the matter immediately, for example by offering a re-clean of the affected areas, clarification of the service provided, or other reasonable remedial action.
If we are able to resolve the issue at this stage, we will confirm the agreed solution with you.
If you are not satisfied with the initial response, or if the issue is more serious, we will treat your concern as a formal complaint. At this stage, a senior member of our team will:
Review all information relating to the complaint, including schedules, reports, and any communication.
Speak with any cleaners or staff involved, if appropriate.
Assess whether the service provided met our agreed standards.
Decide what action is needed to resolve the matter.
We aim to complete this review within a reasonable timeframe. Once the review is complete, we will contact you to explain our findings and any steps we propose to take.
Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following remedies:
A detailed explanation of what happened and, where relevant, an apology.
A re-clean of specific areas or a full re-clean, where justified.
Adjustments to future cleaning schedules or instructions to better meet your expectations.
Internal training or guidance for the cleaner or team involved.
Any other reasonable action that helps restore confidence in our cleaning services.
Some complaints may involve more serious concerns, such as alleged damage to property, health and safety risks, or conduct that may require immediate attention. In these cases we will prioritise the complaint and may:
Arrange an urgent visit or inspection of the property where appropriate.
Temporarily suspend the cleaner involved while the matter is investigated if required.
Take any necessary steps to ensure safety and prevent further issues.
We will keep you informed of the steps we are taking and any findings that affect you directly, while respecting privacy and confidentiality requirements.
To help us investigate and resolve your complaint effectively, we ask that you:
Raise concerns as soon as you reasonably can after the service.
Provide accurate and complete information about what happened.
Allow us reasonable access to the property, when needed, to inspect the issue.
Communicate with our team in a courteous and respectful manner.
All complaints are handled in confidence. Information is only shared with staff who need it to investigate and resolve the issue. We store complaint records securely and only for as long as necessary, in line with our data protection obligations.
We regularly review complaint records and feedback to identify patterns, training needs, and opportunities to improve our cleaning services in Shepherds Bush and nearby areas. Lessons learned from complaints may result in updates to our procedures, staff training, and quality control checks.
We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or legal requirements. The most current version of this procedure will always apply to how we handle your complaint.
We aim to deliver consistent, high-quality cleaning and to resolve any complaints quickly and fairly. If you have any concerns about our cleaners or cleaning services in Shepherds Bush or the surrounding area, please raise them using this procedure so we can put things right and continue to improve.
Looking for the best cleaners Shepherds Bush company, look no further! We deliver high-quality 24/7 services at great prices.
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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