This complaints procedure explains how clients of Cleaners N16 can raise concerns about any aspect of our cleaning services, and how we will respond. Our aim is to resolve issues quickly, fairly and transparently, and to use all feedback to improve our services in the local area we serve.
We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to know about it. Every complaint is treated seriously and investigated objectively. We are committed to:
Listening carefully to your concerns and understanding the impact on you.
Responding in a timely and respectful manner.
Putting things right wherever possible.
Learning from the issue to prevent a recurrence.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, scheduling, communication, or any related matter where you expect a response or resolution. Examples include:
Concerns about the quality or thoroughness of a clean.
Damage to property or items during a visit.
Missed, late or significantly shortened appointments.
Unprofessional or inappropriate behaviour by a cleaner or staff member.
Issues with how your booking, payment, or requests have been managed.
If you are unsure whether your concern is a complaint, you are still encouraged to raise it. We will treat every concern with the same level of care.
You may raise a complaint verbally or in writing. While we will always accept verbal complaints, we encourage you to provide details in writing where possible so that we can be clear about what has happened and what outcome you are seeking.
When submitting your complaint, please include:
Your full name and the address where the cleaning took place.
The date and approximate time of the service in question.
A clear description of what went wrong.
Any supporting information, for example photographs, notes, or names of staff you spoke with.
How you would like us to resolve the matter, if you have a preferred outcome.
If you raise your concern directly with a cleaner at the property, they will report it to our office so that the issue can be formally logged and managed.
Once we receive your complaint, we will log it and assign it to a responsible person for review. We aim to acknowledge receipt within a reasonable timeframe, confirming that we are looking into the matter and outlining the next steps. In some straightforward cases, we may be able to resolve the issue at this stage with a quick discussion and an agreed solution.
For more complex matters, we will carry out a fuller investigation. This may involve:
Speaking with the cleaner or team who attended your property.
Reviewing schedules, job notes and any relevant records.
Considering any photographs or other evidence provided.
We may contact you for additional details or clarification. Our aim is to understand what happened, why it happened, and what should have happened instead.
After completing the investigation, we will explain our findings and any actions we propose to take. Depending on the nature of the complaint, this may include one or more of the following:
A clear explanation or apology where appropriate.
Arranging a re-clean or corrective visit.
Taking internal action with staff, such as retraining or closer supervision.
Reviewing our procedures to reduce the chance of similar issues arising again.
We will confirm the outcome to you and, where possible, agree a resolution that is fair and proportionate to the circumstances.
We aim to deal with all complaints as promptly as possible. The time required will depend on the complexity of the issue and the availability of relevant information and personnel. While some matters can be resolved within a short period, others may take longer. If we anticipate that our investigation will take more time, we will keep you informed of the progress and expected timescale for a full response.
If you are not satisfied with the outcome of your complaint at the initial stage, you may request an escalation. In this case, your complaint will be reviewed by a more senior member of our team who was not directly involved in the original investigation.
The reviewer will consider:
How the complaint was handled.
Whether the investigation was fair and complete.
Whether the outcome and any remedies offered were reasonable in the circumstances.
Following this review, we will provide you with a further written or verbal response setting out our final position on the matter within a reasonable timeframe.
We handle all complaint information sensitively and in accordance with applicable data protection requirements. Details of your complaint will only be shared with those who need to know in order to investigate and resolve the issue. Information arising from complaints may be used internally for training and quality assurance, but this will not identify you personally beyond what is strictly necessary.
Complaints are a valuable source of insight that help us improve the way we deliver cleaning services to clients in our service area. We regularly review complaints data to identify themes, training needs and opportunities to refine our procedures. By raising your concerns, you contribute directly to better standards and more reliable service for all our clients.
We encourage all clients of Cleaners N16 to share their experiences with us, whether positive or negative. Our goal is to provide a professional, dependable and responsive service, and this complaints procedure is an important part of meeting that commitment.
Give our expert cleaners N16 a call today and reserve your appointment! We offer amazing quality 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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