Cleaners NW8 is committed to providing reliable, professional, and consistent cleaning services to all clients in our service areas. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right quickly and prevent similar issues in the future. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
This procedure applies to all domestic and commercial clients who use Cleaners NW8 services. It covers complaints about the quality of cleaning, conduct of staff, punctuality, communication, and any other aspect of our service delivery. This procedure does not cover employment disputes or issues raised by job applicants, which are handled under separate internal processes.
Our objectives are to make it simple to raise a complaint, to deal with all complaints fairly and promptly, and to use feedback to improve our cleaning services across the areas we serve.
A complaint is any expression of dissatisfaction, whether verbal or written, about the services provided by Cleaners NW8, where a response or resolution is explicitly or implicitly expected. Examples include missed areas during a clean, damage to property, late arrival of cleaning staff, poor communication or customer service, and failure to follow agreed instructions or cleaning checklists.
We also welcome general feedback and suggestions for improvement, even when you do not wish to make a formal complaint. All feedback is valuable and helps us maintain and improve our standards.
You may raise a complaint using any of the following methods:
Verbally to a supervisor or manager during or after your appointment. In writing through our office, providing details of your experience and the date of service. Through any established communication channels you already use with us for bookings or queries.
When making a complaint, please provide as much relevant information as possible, including your name and contact details, the date and approximate time of the service, the property address where the service took place, a clear description of the issue, including any areas or items affected, and any photographs or supporting information that might help us understand what happened.
We aim to resolve most issues informally and quickly at the first point of contact. However, where this is not possible or where you prefer a more formal approach, we follow the stages below.
Once we receive your complaint, we will record it in our internal system and assign it to a responsible person, typically a manager or supervisor. We will normally acknowledge your complaint within a reasonable timeframe, confirming that it has been received and is being reviewed. At this stage we may contact you to clarify the details of your complaint, request additional information or evidence, and explain the next steps and indicative timeframes.
The manager or designated handler will investigate your complaint by reviewing the service details, including job records, schedules, and any checklists completed, speaking to the cleaner or cleaning team involved, where appropriate, and considering any photographs or evidence you or our staff have provided.
In some cases we may propose a revisit to your property so we can assess the issue directly and agree on the most suitable resolution.
Following the investigation, we will provide you with a response outlining the outcome of our review, what we found and how we reached our conclusions, and any corrective actions we propose to take. Depending on the circumstances, possible resolutions may include a return visit to reclean specific areas, practical steps to repair or address minor issues where appropriate, service adjustments for future bookings, such as updated notes or additional checks, or other gestures of goodwill, where considered appropriate and at our discretion.
We aim to respond and offer a resolution as promptly as reasonably possible, taking into account the nature and complexity of the complaint.
If you are not satisfied with the outcome at Stage 3, you may request a further review. Your complaint will then be reconsidered by a more senior member of the team who was not directly involved in the initial handling. During this review, we will re-examine the details of the complaint and the steps taken so far, check whether our procedures were followed correctly and fairly, and assess whether any further action is appropriate.
We will then provide a final response setting out our conclusions and any additional measures we may take. This will usually be considered the final step in our internal complaints process.
To help us investigate effectively and fairly, we ask that you raise any complaint as soon as reasonably possible following the service, ideally within a short period of the clean taking place. Complaints raised a long time after the event may be more difficult to investigate fully, and this may limit the options available to resolve the matter. However, we will always review each case on its merits and do our best to assist.
All complaints are handled confidentially and with respect for your privacy. Information you share with us in the course of a complaint will only be used to investigate and resolve the issue and to improve our services. We expect all parties, including clients and staff, to communicate respectfully throughout the process.
We are committed to learning from complaints. Where our investigation identifies areas for improvement, we may provide additional training for staff, refine our cleaning checklists, or update our procedures to prevent similar issues in future. By following this complaints procedure, Cleaners NW8 aims to ensure that every concern is taken seriously, addressed promptly, and used as an opportunity to improve the quality and reliability of our cleaning services in the communities we serve.
We offer gigantic discounts on all our cleaners NW8 services, so call us today and save money, time and effort!
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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