This Complaints Procedure explains how clients of Cleaners TW1 can raise concerns about our cleaning services and how we will manage and resolve those concerns. Our aim is to handle every complaint fairly, consistently, and in a timely manner, while using feedback to improve our services across the local area we cover.
Cleaners TW1 is committed to providing reliable, high quality cleaning services. When something goes wrong, we want to know about it so that we can put things right and prevent similar issues from happening again. We treat all complaints seriously and handle them with respect, discretion, and professionalism.
We will always strive to:
Respond promptly to every complaint we receive.
Investigate concerns thoroughly and objectively.
Offer a clear explanation and, where appropriate, a practical solution.
Use the outcome to review and improve our staff training, systems, and service standards.
This procedure applies to complaints about any aspect of our domestic or commercial cleaning services provided by Cleaners TW1, including:
The standard or quality of cleaning work.
Conduct, behaviour, or professionalism of cleaning staff.
Scheduling, punctuality, or missed appointments.
Access to premises and respect for property.
Billing, payments, or clarity of service descriptions.
Health and safety practices relating to our cleaning work.
This procedure is intended for clients and prospective clients of Cleaners TW1. It does not cover internal staff grievances, which are managed under separate policies.
You can raise a complaint verbally or in writing. For clarity and to help us investigate effectively, we encourage clients to make complaints in writing wherever possible. When you contact us, please provide:
Your full name and, if relevant, the name of your organisation.
The service address where the cleaning took place or was due to take place.
The date and approximate time of the incident or issue.
A clear description of what went wrong and how it has affected you.
Any relevant evidence you wish to share, such as photographs or notes.
Your preferred outcome, for example a re-clean, clarification, or other resolution.
If you raise your concern verbally, we may ask to confirm the details in writing to avoid misunderstandings and to ensure a complete record is kept.
Once we receive your complaint, we will follow these indicative timescales:
Acknowledgement: We aim to acknowledge your complaint as soon as reasonably possible. In this acknowledgement, we may request further information if required for our investigation.
Initial review: An initial review of your complaint will usually be completed within a reasonable period, taking into account the complexity of the issue and any need to contact staff or third parties.
Full response: Following the review, we will provide a written response setting out our findings, any actions we propose to take, and the reasons for our decision. In most cases, this will be done within a reasonable timeframe that reflects the seriousness and complexity of the complaint.
If it is not possible to provide a full response within our usual timescales, we will let you know, explain the reason for the delay, and provide an updated timescale.
All complaints are handled impartially. Depending on the nature of the issue, our investigation may include:
Reviewing cleaning schedules, job records, and service notes.
Speaking with the cleaners involved and relevant supervisory staff.
Reviewing photographs or other evidence you have provided.
Considering any previous related feedback or service adjustments.
Checking our terms of service and documented procedures.
Our priority is to establish what happened, why it happened, and how we can best resolve the matter in a fair and proportionate way.
Depending on the circumstances, outcomes may include one or more of the following:
A clear explanation or clarification where there has been a misunderstanding.
A partial or full re-clean of affected areas where quality has fallen below our standards.
Adjustments to future cleaning plans or staff instructions.
Internal training, guidance, or disciplinary action for staff where appropriate.
Review and improvement of our policies, procedures, or checklists.
Any remedy offered will be tailored to the specific situation and will take into account the impact of the issue on you as our client.
If you are not satisfied with the outcome of your initial complaint, you may request that your case be reviewed at a higher level within Cleaners TW1. When doing so, please explain why you are dissatisfied with the initial response and what you believe would be a fair resolution.
The escalated review will normally be carried out by a senior member of our team who was not directly involved in the original decision, wherever possible. They will consider the original complaint, the investigation, the response provided, and any new information you submit.
Following this review, you will receive a final written response explaining our position.
To help us resolve your complaint quickly and fairly, we ask that you:
Raise concerns as soon as reasonably possible after the issue occurs.
Provide accurate, honest, and complete information.
Treat our staff with respect and courtesy at all times.
Allow us reasonable access to your premises, where needed, to inspect or correct any issues.
Consider our proposed resolution in good faith, even if it is not exactly what you first requested.
All complaints are handled with appropriate confidentiality. Information is only shared with staff who need it to investigate and resolve the matter. We manage personal data in line with applicable data protection principles and retain complaint records only for as long as necessary for legitimate business and legal purposes.
Complaints, suggestions, and general feedback are important tools in helping us maintain and improve the standard of our cleaning services in the area we serve. We review complaint records to identify patterns, recurring issues, and opportunities for further staff training or service development, with the goal of providing consistently reliable and professional cleaning for all our clients.
This Complaints Procedure may be updated periodically to reflect changes in our internal processes or legal and regulatory requirements. The most recent version applies to all current and future complaints about our services.
Choose the best cleaners TW1 company for all of your cleaning chores. We provide the highest quality of cleaning services that suit every budget and schedule.
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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