This complaints procedure explains how customers can raise concerns about cleaning services in Tufnell Park and how those concerns are handled. Our aim is to resolve any issues quickly, fairly, and professionally, while maintaining high standards for domestic and commercial cleaning in the local area.
The purpose of this procedure is to give customers a clear and simple way to tell us when something has gone wrong, and to explain how we will respond. We use all feedback, including complaints, to improve our cleaning services and maintain consistent quality throughout Tufnell Park and nearby neighbourhoods.
This procedure applies to all cleaning work carried out under our name, including regular housekeeping, deep cleaning, end of tenancy cleaning, office cleaning and one off bookings.
A complaint is any expression of dissatisfaction about our cleaning services, staff, or processes, whether it is made in person, over the phone, in writing or online. Examples include concerns about timekeeping, quality of cleaning, conduct of cleaners, communication, or how a previous issue was handled.
We treat all complaints seriously, whether they are minor issues that can be quickly corrected or more complex matters requiring a detailed investigation.
Customers can make a complaint using whichever method is most convenient for them. A complaint can be raised by speaking to a member of our office team, by discussing concerns during a visit from a supervisor, or by sending us a written description of the issue.
When you make a complaint, it is helpful if you provide:
The date and approximate time of the clean, the address where the cleaning took place, a brief description of what went wrong, the names of any staff involved, if known, and any photos that may help show the issue, for example missed areas or damage.
Providing clear details helps us investigate more effectively and resolve matters promptly.
We recommend that complaints about the quality of cleaning or missed areas are raised within 48 hours of the service. This gives us a fair opportunity to review the work, speak to the cleaning team, and put things right quickly if standards have not been met.
Complaints about conduct, damage or safety should be raised as soon as possible after the incident so that we can investigate properly and take any necessary action.
When we receive a complaint, we follow a clear process designed to be transparent and fair.
First, we acknowledge your complaint and confirm that it has been logged. We then appoint a member of our management team to review the issue. This person will normally not be the cleaner involved, to help ensure a balanced view.
The investigation may include speaking with you for more details, reviewing notes from the booking, discussing the matter with the cleaners who attended, and, where relevant, arranging a site visit or requesting photographs. We aim to complete this stage as quickly as possible while still gathering all necessary information.
We aim to acknowledge all complaints within a reasonable timeframe and to provide a full response after the investigation has been completed. If more time is needed because the matter is complex or requires a site visit, we will explain this and give an estimated timescale for our final response.
Throughout the process we try to keep communication clear and straightforward, so you know what is happening at each stage.
After we have investigated your complaint, we will explain our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include a sincere apology for any inconvenience caused, a complimentary re clean or rectification visit to address missed or unsatisfactory areas, adjustments to future cleaning instructions or schedules to prevent recurrence, additional training or supervision for cleaners where standards were not met, and in appropriate cases, a partial refund or other goodwill gesture.
Our aim is always to be reasonable and proportionate, taking into account the nature of the complaint, the evidence available and the terms agreed at the time of booking.
If you are unhappy with the outcome of your complaint, you can ask for the decision to be reviewed by a more senior member of our management team. They will re examine the information, and may ask for further clarification from both you and the staff involved before issuing a final decision.
Once this internal review is completed, we will confirm our position and explain any further steps we can reasonably take. We encourage open dialogue and will always try to find a fair and practical resolution, especially for ongoing cleaning contracts in Tufnell Park and the surrounding area.
All complaints are treated in confidence. Information is only shared with staff who need it to investigate and resolve the issue. We do not penalise customers for raising a complaint in good faith, and we do not tolerate any victimisation or unfair treatment of cleaners or customers during the process.
Our cleaners have the right to respond to concerns raised about their work, and we consider their account alongside the customer’s description and any other evidence before reaching a conclusion.
Complaints are a valuable source of feedback for improving cleaning standards across Tufnell Park. We review complaint trends regularly to identify recurring issues, update our training for cleaners, strengthen quality control checks, and improve communication with customers about what to expect from our services.
By following this complaints procedure carefully and consistently, we aim to provide a dependable, accountable cleaning service that customers in Tufnell Park can trust.
Our cleaners Tufnell Park are dedicated in providing you high-quality cleaning services at consistently low prices.
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
(65)
