This Complaints Procedure explains how clients of our cleaning services in Richmond upon Thames can raise concerns and how we will respond. Our aim is to resolve issues quickly, fairly and transparently, and to use all feedback to improve the quality and reliability of our cleaning work.
We are committed to delivering consistent, high-quality cleaning services across Richmond upon Thames and the surrounding area. When something goes wrong, we want to know about it so we can put it right and prevent similar issues from happening again.
All complaints are taken seriously and handled with professionalism, whether they relate to domestic cleaning, commercial cleaning, end of tenancy cleaning, or any other service we provide in the local area.
A complaint is any expression of dissatisfaction about our services, staff, or processes where a response or resolution is expected. This can include, but is not limited to:
Service quality issues, such as areas missed or not cleaned to the agreed standard. Punctuality problems, including repeated lateness or missed appointments. Conduct or behaviour of a cleaner or representative. Health and safety concerns in relation to cleaning activities. Issues with bookings, scheduling, or access arrangements. Billing queries and concerns about charges.
We also welcome general feedback, comments, and suggestions even when you do not wish to make a formal complaint.
You can raise a complaint in writing or verbally. To help us deal with your concerns as quickly and fairly as possible, please provide:
Your full name and, where applicable, the name of the organisation. The service address in Richmond upon Thames or nearby area where the cleaning was carried out. The date and approximate time of the incident or service in question. A clear description of what went wrong and how you were affected. Any supporting information, such as photographs or details of previous conversations.
If your concern arises while a cleaner is still on site, you may speak to them directly in a calm and respectful way so they have an opportunity to put things right immediately. If you are not satisfied or prefer not to raise it with them, please follow the formal procedure described in this document.
Once we receive your complaint, it will be logged by our team. We will acknowledge receipt within a reasonable period of time, usually within a few working days. This acknowledgement will confirm that we are looking into the matter and may ask for further information if anything is unclear.
We aim to resolve straightforward complaints at this first stage, particularly those concerning minor cleaning issues that can be rectified quickly with a re-clean or an agreed adjustment.
For more complex matters, or if you are not satisfied with the initial response, the complaint will be escalated to a senior member of staff for investigation. This may involve:
Reviewing job notes and checklists completed by the cleaner. Speaking to the cleaner or cleaning team involved. Considering any photographs or evidence you have provided. Checking booking details, agreed scope of work, and pricing arrangements. Assessing whether our internal procedures were followed correctly.
We will aim to complete this investigation within a reasonable timeframe. If we need additional time, we will inform you and keep you updated on progress.
Once the investigation is complete, we will provide you with a clear written or verbal response, explaining:
Our understanding of the complaint and the issues raised. The findings of our investigation. Whether the complaint is upheld in full, in part, or not upheld. Any steps we will take to put things right and to prevent a recurrence.
Depending on the nature of the complaint, possible resolutions may include:
Offering a re-clean of specific areas. Adjusting or refunding part of an invoice where appropriate. Providing additional training or guidance to cleaners. Making improvements to our processes or quality checks. Offering a goodwill gesture, where suitable.
Our goal is always to reach a fair outcome for all parties and to maintain a positive, long-term relationship with our clients in Richmond upon Thames.
If you are not satisfied with the outcome of your complaint, you may request a further review. Your case will then be reconsidered by a more senior manager where possible, who will check that the procedure has been followed correctly and that the decision is reasonable based on the information available.
We will inform you of the final position and explain the reasons for our decision. This will usually conclude our internal complaints process.
All complaints are handled in confidence. Information is shared only with those directly involved in investigating and resolving the matter. We handle any personal data you provide in line with relevant data protection requirements and retain complaint records only for as long as necessary.
We view complaints and feedback from our Richmond upon Thames clients as a valuable source of information. We regularly review complaint records to identify patterns, training needs, and opportunities to improve our cleaning services and customer care.
By raising concerns promptly and clearly, you help us maintain and improve the standard of cleaning and service you receive.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for clients who use our cleaning services in Richmond upon Thames and nearby areas. We may update it to reflect changes in our operations, feedback from clients, or developments in best practice.
If you have any questions about this procedure or how it applies to your situation, you are welcome to contact us for clarification before or after making a complaint.
Trust our cleaners Richmond Upon Thames to help you with all your cleaning dilemmas at prices everyone in TW9 region can afford.
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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