This complaints procedure explains how clients can raise concerns about our cleaning services and how we handle, investigate, and resolve those concerns. Our aim is to deal with every complaint fairly, promptly, and consistently, and to use feedback to improve our services across Finchley and the surrounding area.
We take all complaints seriously, regardless of how minor they may seem. Every concern is treated confidentially and handled with respect. Our goals when a complaint is raised are to understand what went wrong, put things right where possible, and prevent similar issues from happening again.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, scheduling, or any aspect of the way we operate. This can include issues such as missed areas during a clean, lateness or non-attendance, damage to property, unexpected charges, or concerns about behaviour or professionalism.
You can make a complaint verbally or in writing. We encourage clients to raise issues as soon as possible so that we can address them quickly and effectively. Complaints can be made in the following ways:
Directly to the cleaner on site where appropriate, so minor issues can be corrected immediately.
To our office team, providing details of the issue, the date of the clean, the address, and any information that will help us investigate.
In all cases, please describe the problem clearly, including what happened, when it happened, and what outcome you would consider fair. The more detail you can provide, the easier it is for us to investigate and respond.
To investigate a complaint properly, we may need to ask for additional information, such as photographs of the issue, access to the property to inspect the area, or copies of any relevant correspondence. We will only request information that is necessary to resolve the matter.
We aim to acknowledge all complaints promptly. In most cases we will confirm receipt and begin our assessment within a reasonable period. For straightforward matters, we will usually aim to provide a full response soon after our initial acknowledgement.
More complex issues, such as complaints involving property damage, health and safety concerns, or repeated service problems, may take longer to investigate. If additional time is required, we will keep you informed of progress and provide an estimated timeframe for our response.
Once a complaint is received, it is passed to a responsible member of the management team for review. The investigation may include speaking with the cleaning staff involved, reviewing job notes and schedules, examining any photos or evidence provided, and if necessary visiting the property.
We consider both the client’s perspective and the staff account to reach a fair conclusion. Where appropriate, we may also review our internal procedures to identify whether any changes are required to prevent similar issues in future.
After our investigation, we will explain our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include:
Providing a re-clean of specific areas or the entire property.
Offering a partial or full refund for the affected service.
Making a goodwill gesture where appropriate.
Offering corrective training or disciplinary action for staff where standards have not been met.
Updating our procedures or checklists to improve service quality.
We will always aim to reach an outcome that is reasonable and proportionate to the issue raised.
If you remain unhappy after receiving our response, you may ask for the complaint to be reviewed by a more senior member of the team. When requesting a review, please explain why you disagree with the initial outcome and provide any further information you believe is relevant.
The review will consider the original complaint, the investigation carried out, the decision made, and any new details you have provided. We will then confirm our final position and explain our reasoning clearly.
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter. We store complaint records securely and in line with our data protection obligations. These records help us monitor performance, identify recurring issues, and improve our cleaning services in Finchley and nearby areas.
We view complaints as a valuable source of feedback. Trends and recurring issues are reviewed regularly by management to identify areas where additional training, supervision, or changes to our processes may be needed. This helps us maintain consistent standards across regular domestic cleaning, one-off deep cleans, end of tenancy cleaning, and other services in our local area.
We are committed to treating both clients and staff fairly during the complaints process. We will not tolerate abusive, threatening, or discriminatory language or behaviour towards our cleaners or office team. Equally, we take any allegation of unprofessional conduct by our staff very seriously and will always investigate such complaints thoroughly.
This complaints procedure is reviewed on a regular basis to ensure it remains clear, effective, and compliant with relevant regulations. Updates may be made to reflect changes in our services, internal processes, or legal and best practice guidance.
By setting out a transparent complaints procedure, we aim to give every client confidence that any problem with our cleaning services will be listened to, investigated fairly, and resolved as quickly as possible.
Our cleaners Finchley are the best one you can find around so don't waste time and give us a call today!
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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