Cleaners Belsize Park is committed to providing reliable, high quality cleaning services to households and businesses in our area. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it and put it right quickly and fairly. This complaints procedure explains how you can tell us about a problem, how we will respond, and what you can expect at each stage.
We treat every complaint as an opportunity to improve our cleaning services. All concerns are taken seriously, handled with courtesy and respect, and dealt with in a timely and transparent way. We will always try to resolve issues informally at the earliest possible stage, but if you are not satisfied, you can follow the more formal steps set out below.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, scheduling, billing, or any other aspect of our work, where you would like a response or resolution. This includes, but is not limited to:
Concerns about the quality or standard of cleaning, such as areas missed or not cleaned to the agreed specification.
Issues with punctuality, reliability, or last minute cancellations.
Conduct or behaviour of our cleaners or office staff.
Problems with invoices, pricing, or payment arrangements.
Health and safety concerns, including any damage or potential risk caused during a cleaning visit.
You can raise a complaint in whichever way is easiest for you. You may contact us in writing or by phone. Please provide as much detail as possible so we can investigate thoroughly. It is helpful if you include:
Your full name and, if relevant, your company name.
The address where the cleaning service was provided.
The date and approximate time of the visit or incident.
A clear description of what went wrong and how it has affected you.
Any supporting information you feel is relevant, such as photos or notes about conversations.
We encourage you to raise complaints as soon as possible, ideally within a few days of the issue occurring, so that events are fresh in everyone’s mind and we can take prompt action.
In many cases, complaints can be resolved quickly and informally. When you first tell us about a problem, a member of our customer service team will discuss the issue with you and, where appropriate, with the cleaner or supervisor involved.
We will aim to acknowledge your concern promptly and seek to resolve it within a reasonable timeframe. Possible outcomes at this stage may include:
A clear explanation or clarification if there has been a misunderstanding.
Arranging a re-clean of specific areas that were missed or not completed to the agreed standard.
Adjusting future cleaning schedules or instructions to better meet your needs.
If you are satisfied with the outcome, the complaint will be closed. If you feel that the matter has not been resolved, you can move to the formal complaints stage.
If an issue cannot be resolved informally, or if the matter is serious, you may request that your complaint is treated as a formal complaint. This will be reviewed by a manager or another senior member of staff who was not directly involved in the incident.
At this stage we will:
Acknowledge your complaint and confirm that it is being investigated.
Review your account, service history, and the details you have provided.
Speak with any staff members involved and gather any additional information needed.
Assess whether our policies and procedures were followed and whether our service met the standards we promise to clients in this area.
Once the investigation is complete, we will provide you with a written response setting out our findings and any actions we propose to take.
We aim to acknowledge complaints as quickly as reasonably possible. The time taken to fully investigate and respond will depend on the nature and complexity of the issue. We will keep you informed if we need more time to gather information or speak with staff. Our goal is always to resolve matters without unnecessary delay while ensuring that we investigate thoroughly and fairly.
Where your complaint is upheld, we will offer an appropriate remedy. Depending on the circumstances, this may include one or more of the following:
Providing a re-clean of some or all areas at no additional cost.
Making a reasonable adjustment to your invoice.
Changing the cleaner or team assigned to your property.
Reviewing our training, supervision, or internal procedures.
Offering an apology and explanation of what went wrong and what we are doing to prevent a recurrence.
We will always explain the reasons for our decision, even if we do not fully agree with every aspect of the complaint.
If you remain dissatisfied after our formal response, you may ask for a further review. A more senior manager will then consider whether the complaint has been handled properly and whether the outcome is fair in light of the information available. This is the final stage of our internal complaints process.
We regularly review feedback and complaints to identify patterns, potential improvements, and training needs for our cleaning teams and office staff. By raising concerns with us, you help us maintain and improve the standard of cleaning services we provide to homes and businesses in our service area. We appreciate the opportunity to put things right and to build long term relationships based on trust and reliability.
Book our affordable cleaners Belsize Park services and take advantage of our professional company at budget-friendly prices.
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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