Cleaners W1 is committed to delivering reliable, high quality cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it quickly so we can put matters right, learn from the experience, and improve our service. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we aim to resolve issues fairly and efficiently.
We take all complaints seriously, whether they relate to domestic, office, or specialised cleaning work. Our aims are to:
• Make it easy for you to tell us when something has gone wrong.
• Respond promptly, politely, and in a clear and transparent way.
• Investigate complaints thoroughly and objectively.
• Offer appropriate solutions or compensation where suitable.
• Use feedback to prevent similar issues from happening again.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or administration, where a response or resolution is expected. This may include, for example:
• Concerns about the quality or completeness of the cleaning work.
• Issues with punctuality, reliability, or access arrangements.
• Conduct or behaviour of cleaners or office staff.
• Problems with booking, billing, or changes to appointments.
• Health and safety concerns or property damage.
You can raise a complaint in the way that is most convenient for you. You may choose to contact us by phone, in writing, or by speaking directly to a supervisor where available. When raising a complaint, please provide as much detail as possible, including:
• Your full name and the address where the service took place.
• The date and time of the cleaning appointment or incident.
• A clear description of what went wrong and how it affected you.
• Any supporting information, such as photographs or notes, if available.
• How you would ideally like the matter to be resolved.
Where possible, we encourage you to raise any concern as soon as you notice a problem, ideally within 24 to 48 hours of the clean. Many issues can be resolved quickly and informally, for example by arranging a return visit, correcting missed areas, or clarifying agreed tasks.
Our team will aim to understand your concern, apologise where appropriate, and offer a practical solution. If you are satisfied with the outcome at this stage, the matter will be recorded as resolved and used as part of our internal service review process.
If your issue cannot be resolved informally, or you prefer to make a formal complaint from the outset, we will follow the steps below.
1. Acknowledgement: We will acknowledge your complaint as soon as reasonably possible and confirm that it has been logged for investigation.
2. Initial Review: A manager or designated complaints handler will review the information you have provided and may contact you for further details or clarification.
3. Investigation: We may speak to the cleaners involved, review work schedules, inspection notes, and any other relevant records to understand what took place.
4. Outcome: Once the investigation is complete, we will provide a clear response setting out our findings, any steps we have taken, and any proposals for resolution.
We aim to respond to complaints within reasonable and practical timeframes. While exact times may vary depending on the complexity of the issue, our general approach is as follows:
• Acknowledgement of receipt as soon as reasonably practicable.
• A more detailed response or update within an agreed period, particularly where further investigation is needed.
• If we are unable to provide a full response within the expected timescale, we will let you know and explain the reason for the delay.
Where a complaint is upheld, we will seek to provide a fair and proportionate remedy. Depending on the circumstances, this may include:
• Repeating or correcting the cleaning service at no extra cost.
• Offering a partial or full adjustment to an invoice, where appropriate.
• Providing an explanation and an apology where service standards have not been met.
• Implementing additional staff training or changes to our procedures.
Where a complaint is not upheld, we will explain our reasoning clearly and provide any information that supports our decision.
If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a more senior member of our management team. The review will consider how the complaint was handled, whether the investigation was fair, and whether the proposed resolution was reasonable in the circumstances.
Following this review, we will send you a final response outlining our position.
To help us resolve complaints effectively, we ask that customers:
• Raise concerns as soon as possible after the issue occurs.
• Provide clear and accurate information about what happened.
• Allow reasonable access to the property if a re-visit or inspection is required.
• Treat our staff with respect and courtesy at all times.
Every complaint is an opportunity to review and improve the way we work. We regularly review the complaints we receive to identify patterns, training needs, or service changes that would benefit our customers across the service area. This ongoing review helps us maintain consistent, reliable cleaning standards and ensures that your feedback leads to meaningful improvements.
All complaints are handled confidentially. Information you provide will only be shared with staff who need it to investigate and resolve your concern. We store and process your information securely and in line with applicable data protection requirements.
This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. Updates may be made from time to time to reflect changes in our operations or in relevant guidance. The version published here is the most current procedure for Cleaners W1 customers.
Make a call and cleaners W1 will provide you with a free quotation. We deliver highest quality cleaning services at revolutionary low 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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