This complaints procedure explains how Cleaners Acton handles concerns and complaints about our cleaning services. Our aim is to resolve any issues promptly, fairly, and transparently, while using feedback to improve the quality and reliability of our work across the areas we serve.
Cleaners Acton is committed to providing professional, consistent cleaning services for homes, offices, and commercial premises. If something goes wrong, we want to know about it as soon as possible so we can put it right, learn from the situation, and help prevent similar issues in the future.
Every complaint is treated seriously and handled confidentially. No client will be disadvantaged for raising a concern in good faith, and we encourage open and honest communication at all times.
This complaints procedure applies to any dissatisfaction with our cleaning services, including but not limited to:
Quality of cleaning, missed tasks, or incomplete work; conduct, behaviour, or appearance of our cleaners; punctuality, access issues, or missed appointments; damage to property or items during cleaning; invoicing or billing concerns related to cleaning visits; communication issues with our office or cleaning staff.
This procedure does not cover emergencies or immediate safety concerns. In those situations, please prioritise personal safety and contact the appropriate emergency services where necessary.
We encourage you to raise any concern as soon as possible after the issue occurs. Providing details and examples helps us investigate thoroughly and resolve matters quickly.
You can submit a complaint in the following ways: in writing, providing your name, contact details, date of service, address of the property cleaned, and a clear description of the issue; or verbally, by speaking to our office team or your regular contact person, who will record the details on your behalf.
When raising your complaint, please include any relevant photographs, dates, times, or other information that will help us understand exactly what happened and how it has affected you.
To investigate your complaint effectively, we ask you to provide:
Your full name and preferred contact method; the service address and the date and time of the cleaning visit; a clear description of what went wrong and which areas or items were affected; any supporting evidence available, such as notes, images, or correspondence with our team; your preferred outcome, such as a re-clean of specific areas, clarification of a charge, or an explanation of what went wrong.
The more detail you can provide, the faster and more accurately we can respond.
Once we receive your complaint, we will follow a structured process to ensure it is addressed properly and fairly.
Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe and confirm that it is being reviewed. We may contact you to clarify any details if something is unclear.
Investigation: A member of our management team will examine the complaint. This may include reviewing schedules, checklists, and internal records, as well as speaking to the cleaner or cleaning team assigned to your property. We always aim to hear all sides of the situation calmly and respectfully.
Assessment: After reviewing the information, we will assess what went wrong, why it happened, and whether our standards or agreed scope of work were not met. Where appropriate, we will consult our service terms and conditions to ensure a consistent and fair approach.
Outcome and response: We will share our findings with you, explain any decisions made, and outline what we can do to put things right. Possible outcomes may include a re-clean of specific areas, an adjustment to your invoice, guidance or retraining for staff, or changes to our internal processes.
We aim to acknowledge your complaint promptly and to provide a full response after a reasonable investigation period. The length of time required may vary depending on the complexity of the issue, the availability of staff involved, and the information provided.
If the investigation requires more time than expected, we will update you and give an indication of when you can expect a further response.
Our goal is to reach a resolution that is fair, practical, and consistent with our service commitments. We will always explain the reasons for the outcome we propose and, where appropriate, offer remedial action such as:
Arranging a return visit to correct cleaning issues; reviewing or amending an invoice where justified; offering guidance and feedback to the cleaners involved; adjusting procedures or checklists to improve future performance.
If you are not satisfied with our initial response, you may ask for the complaint to be reviewed by a senior member of the team. They will reconsider the matter, taking into account all available evidence and any additional information you wish to provide.
All complaints are handled in confidence and in line with our data protection responsibilities. Information is shared only with staff who need to know in order to investigate and resolve the issue. We retain complaint records for a reasonable period to help us monitor service quality and improve our operations.
Every complaint, whether large or small, is an opportunity for Cleaners Acton to improve. We regularly review complaint trends, identify areas where standards can be raised, and provide additional training and guidance to our cleaning teams where needed.
By following this complaints procedure, we aim to ensure that any concerns are addressed fairly and consistently, and that our clients across the areas we serve receive a professional and dependable cleaning service.
Book our cleaners Acton services and find that there is no better professionals than our experts. Give us a call today and get a free quote!
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
(70)
