This complaints procedure explains how customers can raise concerns about our cleaning services in the E1 area and how we will respond. Our aim is to resolve issues quickly, fairly and professionally, while using your feedback to improve our services.
We recognise that, on occasion, things may not go as planned. When this happens, we want to know. Every complaint is treated seriously and handled in a respectful and non-judgemental manner. We aim to put matters right wherever possible and to prevent similar issues from happening again.
We encourage you to raise concerns as soon as possible after the issue occurs so that we can investigate effectively. You will not be charged for any part of the complaints process.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have handled a previous concern. This may include, but is not limited to:
Poor quality or incomplete cleaning work
Missed or significantly late appointments
Damage to property or belongings during a visit
Concerns about the conduct or behaviour of a cleaner
Disagreement about charges, invoices or agreed services
Failure to follow agreed instructions or requested priorities
If you are unsure whether your concern is a complaint, you can still raise it with us and we will advise you on the most appropriate way forward.
You can make a complaint in writing or verbally. Where possible, we recommend putting your concerns in writing, as this helps us understand the details and respond more accurately. Please provide:
Your full name and the service address
The date and approximate time of the clean
A clear description of what went wrong
Any supporting information, such as photographs or notes
How you would ideally like the matter to be resolved
If you need help setting out your complaint, you can ask us to record it for you based on what you tell us.
Once we receive your complaint, we will log it and assign a member of our team to handle it. We aim to acknowledge your complaint within three working days. The acknowledgement will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our full response.
In some cases, we may contact you at this stage to request further details or clarification so that we can fully understand the issue before investigating.
The assigned team member will investigate your complaint by reviewing relevant information. This may include:
Speaking with the cleaner or cleaning team involved
Reviewing schedules, job notes and checklists
Examining any photos or evidence you have provided
Considering any previous related complaints or service history
We aim to provide a full written response within ten working days of acknowledging your complaint. If the issue is complex and we need more time, we will let you know and give an updated timescale.
Our response will explain:
What we have investigated
What we have found
Whether your complaint is upheld in full, in part, or not upheld
Any corrective actions or remedies we propose
What we have learned and how we will prevent similar issues
Where we find that our service has fallen below our standards, we will offer a fair and reasonable remedy. Depending on the circumstances, this may include:
Providing a re-clean of the affected areas
Offering a partial or full refund for the relevant visit
Arranging repair or contribution towards repair where damage has been caused by our team
Offering an alternative cleaner for future visits
Implementing additional quality checks or training
Any remedy will take into account the nature of the issue, the impact on you, and any evidence available.
If you are not satisfied with the outcome of our initial investigation, you can request an internal review. This should normally be done within ten working days of receiving our response and should explain why you remain dissatisfied and what outcome you are seeking.
The review will be carried out by a manager who was not directly involved in the original investigation. They will reconsider the complaint, the evidence, and the initial decision and may contact you for further discussion if needed.
We aim to complete the review and provide a final written response within ten working days. This response will confirm whether the original decision is upheld or changed and will explain the reasons for this conclusion.
All complaints are handled in confidence. Details will only be shared with staff who need the information to investigate and resolve the matter or to improve our services. Information is stored and processed in line with data protection requirements.
We regularly review complaints and feedback to identify patterns, recurring issues and areas for improvement. This may lead to additional staff training, updates to our cleaning checklists, changes to scheduling practices or improvements to our communication with customers in the E1 area.
By following this procedure, we aim to ensure that every concern is heard, investigated fairly and used to enhance the quality and reliability of our cleaning services.
You can clean your home effortlessly with the help of our cleaners E1 services offered at prices that everyone can afford!
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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