This complaints procedure explains how customers of Cleaners NW2 can raise concerns about our cleaning services, and how we will handle and resolve those concerns. We are committed to delivering high standards of domestic and commercial cleaning, and we treat all feedback, including complaints, as an opportunity to improve our service.
Cleaners NW2 will always aim to:
Respond to complaints promptly and courteously, investigate issues thoroughly and fairly, keep you informed at each stage of the process, and reach a clear outcome with, where appropriate, practical steps to put things right. We aim to resolve most complaints informally and as quickly as possible, ideally within the first point of contact.
A complaint is any expression of dissatisfaction about the standard of cleaning, conduct of our cleaners, customer service, or any aspect of the cleaning service you have received from Cleaners NW2. This includes concerns about punctuality, quality of work, damage to property, access issues, communication, or adherence to agreed service instructions.
You can raise a complaint in writing or verbally. To help us deal with your complaint efficiently, please provide the following information:
Your full name, the property address where the cleaning was carried out, the date and approximate time of the service, a clear description of what went wrong, any steps you have already taken to resolve the matter, and any supporting information such as photographs or notes. The more detail you provide, the easier it is for us to understand the issue and investigate it thoroughly.
We ask that you raise any concerns about a cleaning visit as soon as reasonably possible so that we can respond while the details are still clear. For issues relating to the quality of cleaning, we recommend that you contact us within 24 hours of the service, as this is usually when we can most effectively inspect and, if appropriate, rectify any problems.
The complaints procedure at Cleaners NW2 is structured in stages to make sure every concern is handled consistently and fairly.
In the first instance, we will try to resolve your complaint informally. A member of our team will listen to your concerns, clarify any details, and, where possible, provide an explanation, apology, or immediate solution. This may include arranging a re-clean of affected areas, offering guidance to the cleaning team, or making adjustments to your future bookings.
If you are not satisfied with the informal response, or if the matter is more serious, your complaint will be treated as a formal complaint. At this stage, a senior member of staff will review your concerns. The investigation may involve speaking to the cleaners who attended your property, reviewing booking records, reviewing any photographs or evidence you have provided, and, if appropriate, arranging an inspection of the property. We will aim to complete this investigation within a reasonable timeframe and will keep you updated on the progress.
Once the investigation is complete, we will provide a final response. This will explain the findings of our investigation, whether your complaint has been upheld in full, in part, or not upheld, any actions we will take, such as a re-clean or other remedy, and any measures we will implement to prevent similar problems in the future. If you remain dissatisfied after our final response, you may choose to seek independent advice. Any such steps will depend on your circumstances and the nature of the complaint.
Where a complaint is upheld, Cleaners NW2 may offer one or more of the following remedies, depending on what is reasonable in the circumstances: a clear explanation and, where appropriate, an apology, a re-clean of some or all of the affected areas, corrective action in relation to the cleaners involved, such as additional training or supervision, adjustments to your future cleaning schedule or service plan, or other proportionate remedies. Remedies are considered on a case-by-case basis, taking into account the extent of any inconvenience, the nature of the issue, and the terms agreed at the time of booking.
If your complaint relates to alleged damage to property or loss of items during a visit by Cleaners NW2, we will follow an enhanced investigation process. You should notify us as soon as you become aware of the issue and provide a clear description of the damage or missing item, the area of the property where it occurred, and any evidence such as photographs or receipts. We will review our records, speak to the cleaners involved, and consider the information you provide. Where appropriate, we may request additional details to assess the situation fairly.
All complaints are handled in confidence. Information you provide about your complaint is shared only with those who need it to investigate and respond. Cleaners NW2 handles personal information in line with applicable data protection requirements. We will retain complaint records for an appropriate period in order to monitor service quality and fulfil our legal obligations.
Cleaners NW2 uses the information gathered from complaints to improve our cleaning services across our operating area. We regularly review complaint trends, take corrective action where recurring issues are identified, provide additional training and guidance to cleaners where needed, and adjust our processes to enhance reliability, safety, and customer satisfaction. By following this complaints procedure, we aim to ensure that all customers receive a fair hearing and that our cleaning services continue to meet the expectations of households and businesses we serve.
Book our affordable NW2 company today. We can give you the best deals because our services are so budget-friendly but as efficient as they should be!
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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