This complaints procedure explains how customers of Cleaners Brent can raise concerns about our cleaning services and how we will respond. Our aim is to resolve issues fairly, quickly and in a way that helps us continually improve the quality of our work across our service area.
We recognise that, despite our best efforts, things can occasionally go wrong. When they do, we want to know about it. We treat all complaints seriously and use them as an opportunity to put matters right and to prevent similar issues from happening again.
Every complaint is handled in a respectful, professional manner. You will never be treated less favourably for raising a concern about our cleaning services, our cleaners, or our administration.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication or administration, where a response is expected. Examples include concerns about the quality of cleaning, missed appointments, damage to property, behaviour of staff, or how your booking or payments have been handled.
If you are unsure whether your concern is a complaint or a simple query, you may still raise it using this procedure. If the matter can be resolved quickly and informally, we will do so, but you always have the right to ask for a formal investigation if you feel that is necessary.
You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps to keep a clear record of the issues raised.
When making a complaint, please include the following information where you can:
The date and time of the service you are complaining about, the address where the cleaning took place, a clear description of what went wrong, the names of any staff involved, if known, and any supporting details such as photos or notes.
Providing as much detail as possible will help us investigate promptly and thoroughly.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. For written complaints, we will usually send a written acknowledgement confirming that we have received your complaint and outlining the next steps.
Where appropriate, we will try to resolve the issue immediately or within a short timeframe. This may involve discussing the problem with you, reviewing the work carried out, and speaking with the cleaners who attended your property.
If we are able to agree a solution with you at this stage, we will confirm what has been agreed and take any necessary action, such as arranging a re-clean, implementing service improvements, or providing other appropriate remedies.
If your complaint cannot be resolved informally, or if you request a formal review, your complaint will move to a formal investigation stage. A senior member of our team who was not directly involved in the original service will usually handle this part of the process to ensure impartiality.
The investigation may include reviewing booking records, cleaning checklists and notes from the team who attended, examining any photos or evidence you provide, and speaking to the staff concerned to understand what happened.
We will aim to complete our investigation within a reasonable timeframe, taking into account the complexity of the complaint. Once the investigation is complete, we will send you a written response explaining our findings, any actions we have taken or will take, and the reasons for our decisions.
If you remain dissatisfied after the formal investigation, you may request a further review. At this stage, a more senior manager or owner will re-examine the complaint, the investigation process, and the outcome reached.
The reviewer may contact you to clarify any points or to request additional information. After the review, we will provide you with a final written response. This will confirm whether the original decision is upheld or whether any additional steps will be taken.
Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include an explanation and apology, additional cleaning work or a re-clean, changes to our procedures or staff training, or other reasonable solutions for the specific circumstances.
Our priority is to resolve the situation fairly, taking into account the evidence available, the impact on you, and the standards we expect from our cleaners and office staff.
All complaints are handled in confidence. Details are only shared with those who need to know in order to investigate and resolve the matter. We will store any personal information you provide in line with our data protection responsibilities and will use it only for the purpose of handling your complaint and improving our services.
We encourage you to raise any concerns as soon as possible after the service, ideally within a short period while details are still fresh. This allows us to investigate more effectively and to put things right quickly.
While we will always try to be reasonable, very late complaints may be more difficult to investigate fully because records and recollections may no longer be complete.
Complaints are regularly reviewed as part of our commitment to improving our cleaning services. We analyse patterns and recurring themes to identify areas where we can enhance training, supervision, communication or service standards across our operating area.
By following this complaints procedure, we aim to ensure that every concern is handled fairly, professionally and with genuine care for our customers and their homes or workplaces.
Hire our reliable cleaners Brent company by calling us right now. We can clean your property immediately at an outstanding low price.
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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