This complaints procedure explains how Cleaners Ealing handles concerns and complaints about our cleaning services. We aim to provide a clear, fair and timely process for customers who wish to raise an issue, whether it relates to domestic cleaning, office cleaning or any other service we provide in the local area.
Cleaners Ealing is committed to delivering reliable and consistent cleaning services. If something goes wrong, we want to know about it so we can put matters right and learn from the experience. Every complaint is taken seriously, treated with respect and handled in a confidential and professional manner.
We will always aim to:
Listen carefully to your concerns and understand what has happened from your point of view.
Respond within reasonable timescales and keep you informed of progress.
Offer a fair outcome, which may include rectification work, a partial refund or other appropriate resolution.
A complaint is any expression of dissatisfaction about our cleaning services or the conduct of our cleaners that requires a response. This may include, for example:
Concerns about the quality or thoroughness of a clean.
Missed or late appointments.
Damage to property or items during a visit.
Behaviour or conduct of a cleaner that you consider to be unprofessional.
Issues with invoicing, charges or payments.
If you are unsure whether an issue counts as a complaint, you are still encouraged to raise it using this procedure so that we can review and respond appropriately.
We encourage you to raise complaints as soon as possible after the issue occurs, as this allows us to investigate more effectively.
You may raise a complaint verbally or in writing. When doing so, please provide as much detail as you can, including:
Your full name and a preferred method for us to contact you.
The address where the service was provided.
The date and time of the relevant cleaning visit.
A clear description of what went wrong and how it has affected you.
Any photographs or notes that help explain the issue.
The outcome you would like us to consider.
The more information you provide, the easier it will be for us to investigate thoroughly and respond constructively.
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where possible, we will attempt to resolve straightforward issues immediately or within a short period. For more complex matters, we will let you know that a fuller investigation is required and give you an indication of when you can expect a detailed response.
Complaints are investigated by a supervisor or manager who is not directly involved in the issue raised. The investigation may include:
Reviewing job records and schedules for the relevant date.
Discussing the matter with the cleaner or team members who attended the property.
Assessing any photographs or evidence you have supplied.
Where necessary, arranging a revisit to inspect the property or the area of concern.
We will evaluate all information available to reach a fair and balanced view of what happened and what should be done to resolve the matter.
After completing our investigation, we will provide you with a clear response that explains:
Our understanding of your complaint.
The steps we took to investigate it.
Our findings and conclusions.
Any action we propose to take to put things right.
Possible resolutions may include one or more of the following:
Providing a re-clean of specific areas at no additional charge, where appropriate.
Offering a partial refund or credit towards future cleaning appointments.
Issuing an apology and explanation where the service did not meet our standards.
Implementing additional training, supervision or internal changes to prevent similar issues in future.
If you are unhappy with the outcome of your complaint or feel that your concerns have not been fully addressed, you may ask for the decision to be reviewed. In this case, a more senior member of our management team will re-examine the complaint, the investigation and the response that was provided.
During this review, we may contact you for further information or clarification. Once the review is complete, we will provide a final written response explaining our conclusions and any further action to be taken. This is the final stage of our internal complaints procedure.
We aim to resolve most complaints as quickly as possible. While exact timescales can vary depending on the nature and complexity of the issue, our general aim is to:
Acknowledge your complaint within a reasonable period.
Complete our initial investigation and issue a detailed response within a time frame that reflects the seriousness of the complaint.
Keep you updated if more time is required to complete a thorough review.
All complaints are handled in confidence. Information you provide is used solely for the purpose of investigating and resolving your complaint, improving our services and fulfilling our legal obligations. We are committed to protecting your personal data and only sharing it internally on a need-to-know basis.
Feedback and complaints play an important role in maintaining and improving the cleaning services we provide in the local community. We review complaints regularly to identify trends, recurring issues or areas where our training, procedures or quality checks can be enhanced. This helps us maintain high standards for domestic and commercial clients across Ealing and nearby areas.
Cleaners Ealing aims to make the complaints process clear, fair and accessible to all customers. If you feel that any aspect of our cleaning services has fallen short of your expectations, we encourage you to use this procedure so we can address the issue promptly and work towards a satisfactory resolution.
Our cleaners Ealing are the most reliable time and our prices are the greatest! Give us a cal today and save money!
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
(77)
