This Complaints Procedure explains how Cleaners W2 manages and resolves concerns about our cleaning services. We aim to provide a clear, fair, and transparent process so that any issues are dealt with promptly and professionally.
Cleaners W2 is committed to high standards of service and customer care. If something goes wrong or you are unhappy with any aspect of our service, we want to know so that we can put it right, learn from the experience, and prevent similar issues in the future.
We will always aim to:
Listen carefully to your concern and treat you with respect and courtesy at all times.
Acknowledge your complaint within a reasonable timeframe.
Investigate the matter thoroughly, impartially, and as quickly as practical.
Provide a clear response and, where appropriate, an effective remedy.
A complaint is any expression of dissatisfaction about our cleaning services or the conduct of our staff, whether made verbally or in writing, where a response or resolution is expected. Examples include:
Concerns about the quality, completeness, or timing of the cleaning work carried out.
Issues with reliability, punctuality, or attendance of cleaners.
Concerns regarding behaviour, attitude, or professionalism of our staff.
Disputes about charges, invoices, or agreed work specifications.
Any situation where you feel that we have not met our service standards or your reasonable expectations.
You can raise a complaint in the way that is most convenient for you. You may choose to:
Speak directly to the cleaner on site if the issue is minor and can be resolved immediately.
Contact our office to report the concern and request that your complaint be recorded and investigated.
Provide a written account setting out the details of your complaint so that we can review and investigate thoroughly.
When making a complaint, it is helpful if you can provide:
Your full name and the address where the cleaning took place.
The date and approximate time of the service you are unhappy with.
A clear description of what went wrong or what you are dissatisfied with.
The outcome you are seeking, where possible, such as a re-clean, correction, or explanation.
We encourage you to raise any complaint as soon as possible after the issue occurs. This allows us to investigate while events are still recent and any evidence is easily available.
Our target timescales are as follows:
Complaints will be acknowledged within a reasonable period of receipt.
We will usually complete our initial investigation and provide a response within a practical timeframe, depending on the complexity of the issue.
If we need more time to investigate, we will inform you and explain why an extended period is required.
Once a complaint is received, we will:
Log the complaint in our internal system, recording key details and dates.
Assign responsibility for handling the complaint to an appropriate member of our management team.
Review any relevant information such as cleaning schedules, checklists, staff reports, and any images or notes you may have provided.
Where appropriate, speak with the cleaner or team involved to understand their account of what happened.
Our investigation will be fair and objective. We will consider both the information you provide and the information given by our team, as well as any applicable company policies or agreed service terms.
After investigating your complaint, we will provide you with a clear explanation of our findings and any actions we will take. Possible outcomes include:
A re-clean of the affected areas at no additional cost, where it is reasonable to do so.
Corrective actions to address missed or incomplete tasks in line with the agreed cleaning specification.
Service adjustments or improvements to prevent a recurrence of the issue.
Where appropriate, a partial or full refund or credit, in accordance with our terms and conditions.
Feedback and, if necessary, training or disciplinary action for staff where service or conduct has fallen below our standards.
We will always aim to offer a remedy that is fair and proportionate to the issue raised, taking into account the nature of the complaint and the impact on you.
If you are not satisfied with our initial response, you can ask for your complaint to be reviewed at a higher level within our organisation. When requesting a review, please explain why you are dissatisfied with the outcome or how you believe the complaint has not been fully addressed.
We will then arrange for a more senior member of our team, who was not directly involved in the original investigation, to review:
The original complaint.
The steps taken to investigate it.
The outcome and any remedy offered.
Following this review, we will provide you with a further written or verbal response, confirming whether the original decision is upheld, varied, or replaced with a different outcome.
All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and resolve the matter, or where we are legally required to disclose it.
We keep records of complaints and their outcomes to monitor service quality, identify trends, and improve our cleaning services. Any personal data is processed in accordance with applicable data protection laws and our internal policies.
Complaints and feedback are an important part of how Cleaners W2 develops and maintains service standards. We regularly review complaint data to identify areas for improvement, update staff training, refine our procedures, and enhance the reliability and consistency of our cleaning services.
By following this Complaints Procedure, we aim to maintain a transparent, fair, and responsive approach that helps us build long-term relationships with our clients based on trust, quality, and accountability.
Call our cleaners W2 company and get the best cleaning services around. We are working with the most experienced professionals and our prices are the lowest you can find.
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
(59)