This complaints procedure explains how clients of our cleaning services in and around Maida Vale can raise concerns, how we handle those concerns, and the standards you can expect from us. We aim to provide a reliable, high quality cleaning service on every visit, and we take all feedback seriously as part of our commitment to continual improvement.
We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right quickly and prevent similar issues from occurring in the future. Every complaint is treated with respect, sensitivity and confidentiality, and will not affect your right to receive a professional cleaning service now or in the future.
We are committed to:
Responding to all complaints promptly and politely.
Investigating concerns thoroughly and impartially.
Providing clear explanations of what went wrong, where we find fault.
Offering appropriate remedies where a complaint is upheld.
Using feedback to improve our cleaning processes, staff training and service standards in the Maida Vale area.
A complaint is any expression of dissatisfaction about our cleaning services, staff, communication, scheduling or health and safety practices, whether justified or not. This may include issues such as:
The standard or quality of cleaning in your home or business premises.
Missed or significantly delayed appointments without adequate notice.
Conduct, attitude or professionalism of cleaning staff.
Damage to property or belongings during a visit.
Concerns about confidentiality, privacy or security of your premises.
Billing or invoicing disputes relating to our cleaning services.
We encourage you to raise even minor concerns so they can be addressed before they become more serious.
You can raise a complaint verbally or in writing. While we accept complaints by phone or in person, we recommend making your complaint in writing wherever possible, as this helps us to understand the issue clearly and keep an accurate record.
When making a complaint, please provide:
Your full name and, if relevant, your company name.
The service address where the cleaning took place.
The date and approximate time of the incident or visit.
A clear description of what happened and why you are dissatisfied.
Any photos, notes or other supporting information you feel may help.
If you wish, you can also tell us how you would ideally like the issue to be resolved, for example a return visit, partial refund or clarification about our procedures. While we cannot guarantee your preferred outcome, we will always take it into consideration.
To help us investigate effectively, we ask that complaints about cleaning quality are raised within 48 hours of the visit. This allows us to review the situation while it is still recent and, where appropriate, arrange a prompt reclean. Other types of complaints, such as conduct or billing issues, should be raised as soon as reasonably possible.
We handle complaints in the following stages:
Acknowledgement: We will acknowledge your complaint as soon as possible and confirm that it is being reviewed. If your complaint is made in writing, we will respond in the same format unless you request otherwise.
Initial Review: We will gather all relevant information, including staff reports, schedules, photos where available and any previous correspondence relating to your cleaning service in Maida Vale or surrounding areas.
Investigation: Where necessary, a manager or supervisor will conduct a more detailed investigation. This may include speaking to the cleaner or cleaning team involved, reviewing checklists and verifying any damage or issues reported.
Outcome and Response: Once our review is complete, we will explain our findings to you in clear, simple language. Where your complaint is upheld, we will offer an appropriate remedy. Where it is not upheld, we will explain the reasons for our decision.
Depending on the circumstances, possible outcomes may include:
An apology and explanation.
A complimentary or discounted reclean of the affected areas.
A goodwill gesture or partial refund, where appropriate.
Review or update of our staff training or cleaning procedures.
Changes to your regular cleaning schedule or team if needed.
Any remedy offered will be proportionate to the nature of the complaint and the impact on you as our client.
If you feel that your complaint has not been resolved satisfactorily at the first stage, you may request that it be escalated to a more senior member of our management team. When doing so, please explain why you are dissatisfied with the original response and what further action you are seeking.
The senior manager will review the original investigation, consider any new information, and provide a final response. This will normally conclude our internal complaints procedure.
All complaints are handled in confidence. Information will only be shared internally with those who need it to investigate and resolve your complaint, such as managers or the cleaning staff involved. We will retain records of complaints and outcomes for a reasonable period, in line with our legal obligations and data protection principles. These records help us monitor service quality across our Maida Vale cleaning operations and identify areas for improvement.
We review complaints regularly to identify patterns, training needs and operational issues. Lessons learned may lead to changes in our checklists, cleaning products, supervision, communication with clients or scheduling arrangements, helping us to deliver a consistently high standard of cleaning to homes and businesses throughout the local area.
By following this complaints procedure, we aim to ensure that every concern is handled fairly, efficiently and with respect, so that you can continue to use our cleaning services in Maida Vale with confidence.
By hiring our cleaners Maida Vale you will get the best cleaning service at price that is within your means.
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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