This Complaints Procedure explains how Cleaners W4 handles concerns and complaints about our cleaning services. We aim to resolve issues quickly, fairly and transparently, and to use all feedback to improve our work.
Cleaners W4 is committed to providing reliable and professional cleaning services for homes and businesses. If something goes wrong, we want to know about it and put it right. We will:
Listen carefully to your concerns, treat every complaint seriously and with respect, investigate what happened, explain our findings, and, where appropriate, offer a suitable remedy and learn from the outcome to prevent similar issues in future.
A complaint is any expression of dissatisfaction about our cleaning services, booking process, conduct of our staff, quality or timing of the work, or how we have handled a previous concern. You do not have to use the word “complaint” for us to treat it as one. If you are unhappy, we want to know.
You can raise a complaint by contacting our office team during normal working hours. Please provide as much detail as possible so we can investigate properly. This may include your full name, service address, date and approximate time of the clean, a clear description of what went wrong, and any relevant evidence such as photographs or notes.
We encourage you to raise any issues as soon as possible after the service, ideally within 48 hours, so we can respond promptly while the details are still clear and any evidence is available.
Once we receive your complaint, we will acknowledge it and record the details in our internal system. At this stage, we will usually:
Confirm our understanding of your concerns, ask any initial questions to clarify the situation, explain the next steps and approximate timeframes for our investigation, and identify the best way to keep in touch with you.
Where the issue is straightforward, we will aim to resolve it at this first stage, for example by arranging a return visit, partial re-clean, or another agreed solution.
If your complaint cannot be resolved immediately, it will be passed to a senior member of our team for a more detailed review. During this investigation we may:
Speak with the cleaners who attended the property, review job notes and any internal records from the day of the service, consider any photographs or other evidence you have provided, and, if necessary, ask you for further information so we fully understand the situation.
We aim to complete our investigation within a reasonable time. If further time is needed, we will let you know and keep you informed of progress.
Once the investigation is complete, we will contact you to explain our findings and any action we propose to take. Possible outcomes may include a sincere apology and explanation, a return visit or re-clean of part or all of the property, a goodwill gesture or other appropriate remedy, or an explanation where we find that our service met the agreed standard.
We will always try to reach a fair solution that reflects the circumstances of the complaint and the terms agreed at the time of booking.
If you are not satisfied with the outcome of your complaint at the end of Stage Three, you can ask for it to be reviewed by a more senior manager. When requesting an escalation, please explain why you are unhappy with the previous response and what outcome you are seeking. The reviewing manager will look again at the information already gathered and may request additional details from you or from our team before making a final decision.
To help us investigate fairly and effectively, complaints should normally be made within a reasonable time after the service took place. Delayed complaints can be harder to assess, especially where evidence is no longer available. However, we will always consider the individual circumstances and will do our best to assist you.
All complaints are handled in confidence. Information is shared internally only with those who need it to investigate and resolve the issue. We store complaint records securely and in line with data protection requirements. These records help us monitor performance, identify patterns, and improve our services over time.
Every complaint is an opportunity to review our work and strengthen our systems. We regularly review complaint data to identify any recurring issues, provide additional training for our cleaners, refine our checklists and quality controls, and improve communication with customers about what is included in the service and how it will be delivered.
We recognise that raising a complaint can be stressful. Our team will always treat you with courtesy and respect, and we expect the same in return. We may limit or manage contact where behaviour is abusive, threatening, or repeatedly unreasonable, while still ensuring that genuine concerns are addressed.
This Complaints Procedure is reviewed regularly to ensure that it remains clear, fair, and effective for our customers and our team. Cleaners W4 may update the procedure from time to time to reflect changes in our services or internal processes. The most current version will always apply to new complaints.
If you have any questions about this Complaints Procedure or how it applies to your situation, please contact our office team, who will be happy to provide further information.
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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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