Cleaners Kentish Town is committed to providing reliable and professional cleaning services. We recognise that, despite our best efforts, there may be occasions when our service does not meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.
The purpose of this procedure is to provide a clear, fair and transparent process for handling complaints about our cleaning services. It is designed to:
Ensure all customers know how to raise a complaint.
Make certain complaints are dealt with promptly and professionally.
Allow us to learn from issues and improve our services in Kentish Town and the surrounding areas.
This procedure applies to all residential and commercial clients who use our cleaning services.
A complaint is any expression of dissatisfaction about our services, staff, communication, pricing transparency or the way we have handled a previous issue. Examples include, but are not limited to:
Cleaning standards not meeting the agreed specification.
Missed or late appointments without adequate notice.
Concerns about conduct, attitude or behaviour of cleaning staff.
Damage to property or possessions during the course of our work.
Disputes about charges, invoices or agreed quotations.
If you are unhappy with any aspect of our service, we encourage you to let us know so we can put things right.
You can raise a complaint verbally or in writing. While we will always try to assist with a verbal complaint, we recommend submitting your concerns in writing so there is a clear record of the issue and the outcome you are seeking.
When making a complaint, please provide as much detail as possible, including:
Your full name and the address where the cleaning was carried out.
The date and approximate time of the service in question.
A clear description of what went wrong and how it has affected you.
Any photographs or supporting information that may help us investigate.
What you would consider a reasonable resolution, if you have a preferred outcome.
This information helps us investigate thoroughly and respond more efficiently.
We aim to acknowledge all complaints within a reasonable period and to resolve them as quickly as possible, depending on the complexity of the issue.
We will review the details of your complaint, the service records, and any relevant communication or evidence. Where appropriate, we may contact you to request further information or clarification.
If the matter is more complex, for example involving damage to property or a dispute about contractual terms, we may need additional time to complete our investigation. In such cases, we will keep you informed of our progress and let you know when you can expect a further update.
All complaints are handled seriously and confidentially. Depending on the nature of the complaint, our investigation may include:
Reviewing job notes and schedules for the relevant appointment.
Speaking with the cleaners who attended your property.
Inspecting photographs, reports or other evidence provided.
Where feasible and appropriate, arranging a visit to the property to assess the situation in person.
Considering whether the issue relates to a one-off error, a misunderstanding, or a wider process that needs improvement.
Our goal is to establish a clear understanding of what happened and to reach a fair and reasonable conclusion.
Once our investigation is complete, we will explain our findings to you clearly and outline any steps we propose to take. Depending on the circumstances, possible outcomes may include:
Offering to re-clean the affected areas at no additional cost, where appropriate.
Providing a partial or full refund, where our service has clearly fallen short of what was agreed.
Putting in place additional quality checks or staff training to prevent a recurrence.
Reviewing and updating our internal procedures, where systemic issues are identified.
If we find that your complaint cannot be upheld, we will explain the reasons for our decision. We will always aim to be transparent, respectful and constructive in our response.
If you are unhappy with the initial outcome of your complaint, you may request a further review. You should clearly state why you disagree with the decision and provide any additional information that you believe has not been considered.
Your complaint will then be reviewed by a more senior member of our team who was not directly involved in the original investigation. They will consider the matter independently and provide a final response.
Complaints are an important source of feedback and help us improve the quality, reliability and consistency of our cleaning services in Kentish Town. We regularly review complaint data to identify patterns, training needs and opportunities to enhance our service delivery.
By raising concerns when something goes wrong, you are helping us to maintain higher standards for all our clients and to ensure that our cleaners continue to work to the level of professionalism expected.
All complaints are handled with discretion. Information you provide during the complaints process will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We will store and process your personal data in line with our data protection responsibilities.
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the cleaning services we provide. We may update it from time to time to reflect changes in our operations, industry standards or legal requirements. The most recent version will always apply to new complaints.
We appreciate your feedback and the opportunity to resolve any concerns you may have about our cleaning services.
Find the most affordable cleaners Kentish Town services and make your home more pleasant space. Call today and get the best offers!
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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