At Cleaners Chiswick, we aim to provide reliable, high-quality cleaning services throughout our local area. However, we recognise that occasionally things may not go as expected. This Complaints Procedure sets out how you can raise a concern, how we will respond, and the steps we will take to resolve matters fairly and promptly.
This procedure explains how customers of Cleaners Chiswick can submit a complaint about our services, staff conduct, or any aspect of their experience with our company. It also outlines our responsibilities and the timescales we work to when handling complaints.
We treat all complaints seriously and use them as an opportunity to improve our cleaning services and customer care throughout the areas we serve.
A complaint is any expression of dissatisfaction about our cleaning services or how we have handled a previous issue. This may include, but is not limited to:
Service quality concerns, such as areas being missed during a clean or work not being completed to the agreed standard.
Punctuality issues, such as repeated lateness or failure to attend a scheduled appointment without suitable notice.
Staff conduct, including behaviour that you feel is unprofessional or inappropriate while on your premises.
Administrative issues, such as problems with bookings, billing, or communication.
If you are unsure whether your issue is a complaint, you are welcome to raise the matter with us and we will confirm how it will be handled.
You can make a complaint to Cleaners Chiswick in writing or verbally. We encourage customers to provide as much detail as possible so that we can investigate thoroughly and respond effectively.
When making a complaint, please include:
Your full name and, if applicable, the business name.
The address where the cleaning service was carried out.
The date and approximate time of the service.
A clear explanation of what went wrong or did not meet your expectations.
Any relevant supporting information, such as photographs, dates of previous conversations with us, or copies of invoices.
We recommend raising your complaint as soon as possible after the issue occurs, ideally within a few days, so that events are fresh in everyone’s mind and we can address the matter promptly.
Where possible, we aim to resolve issues at the earliest opportunity. If you feel comfortable doing so, please first raise your concern with our office or your usual contact at Cleaners Chiswick.
At this stage, we will:
Listen carefully to your description of the problem.
Clarify any points we are unsure about.
Seek to offer a practical, fair solution where we can.
Many concerns can be resolved quickly at this stage, for example by arranging a re-clean, adjusting future instructions, or clarifying our service terms.
If your complaint cannot be resolved informally, or you prefer to raise it formally from the outset, it will follow our formal complaints process.
On receipt of a formal complaint, we will:
Acknowledge your complaint within a reasonable timeframe.
Record key details and assign it to an appropriate manager or supervisor.
Investigate the matter, including speaking with any staff involved and reviewing relevant records.
We may contact you during the investigation to clarify details, request additional information, or discuss possible solutions.
Once our investigation is complete, we will provide you with a written response outlining:
Our understanding of your complaint.
The steps we have taken to investigate.
Our findings and any conclusions reached.
Any remedial action we propose, which may include a re-clean, service changes, staff guidance, or, where appropriate, financial adjustments in line with our terms.
We aim to handle complaints as promptly as is reasonably possible. While some matters can be resolved within a few days, more complex complaints may take longer to investigate fully.
If we anticipate that an investigation will take longer than usual, we will keep you informed of progress and provide an indication of when you can expect a full response.
Our goal is to reach a fair outcome based on the facts available. Depending on the nature of the complaint, possible outcomes may include:
A re-clean of specific areas or the entire property.
Changes to how your future cleaning visits are managed or scheduled.
Internal staff training or additional supervision.
Amendments to our systems or processes where we identify room for improvement.
Where applicable, and in line with our service agreement, a partial refund or other financial adjustment.
We will explain clearly what outcome has been agreed and why.
If you are not satisfied with the outcome of your complaint at the formal stage, you may request a review. This request should set out why you remain dissatisfied and what you would like us to consider further.
Upon escalation, a senior member of our team will review the handling of your complaint, the evidence considered, and the decision reached. They may contact you for further clarification and will issue a final response, confirming whether the original decision is upheld, varied, or overturned.
All complaints are handled with appropriate confidentiality. Information you provide will only be shared with those who need to know in order to investigate and respond to your complaint. We manage all personal data in line with applicable data protection requirements.
Feedback from customers across our service area is essential to helping us maintain and improve standards. We regularly review complaints and outcomes to identify patterns, training needs, or process improvements for Cleaners Chiswick.
By following this Complaints Procedure, we aim to deal with concerns fairly, consistently, and transparently, and to ensure that customers feel heard and respected at every stage.
Treat yourself to the highest standard of cleaning and our amazingly low prices by just hiring our cleaners Chiswick at time convenient to you.
Price List
| Carpet Cleaning | £ 55 |
| Upholstery Cleaning | £ 55 |
| End of Tenancy Cleaning | £ 95 |
| Domestic Cleaning | £ 13.50 |
| Regular Cleaning | £ 13.50 |
| Office Cleaning | £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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