This complaints procedure explains how clients can raise concerns about the services provided by Cleaners Waterloo and how those concerns will be handled. Our aim is to resolve issues quickly, fairly and transparently, while learning from feedback to improve our cleaning services across the local area.
Cleaners Waterloo is committed to delivering reliable and professional cleaning services. If something goes wrong, we want to know about it so we can put it right. We take all complaints seriously, whether they relate to quality of cleaning, conduct of staff, appointment times, access to property, or any other aspect of our service.
We treat each complaint respectfully, without discrimination or bias. Every complaint is an opportunity to improve, and we appreciate the time clients take to share their concerns.
A complaint is any expression of dissatisfaction about our cleaning services, whether justified or not, where a response or resolution is expected. This can include:
Poor quality or incomplete cleaning work
Damage to property alleged to have been caused during a visit
Missed or late appointments
Concerns about the conduct, attitude or behaviour of cleaning staff
Administrative errors such as incorrect invoicing or booking details
Health and safety concerns related to our work
We encourage clients to raise concerns as soon as possible after an issue arises, so that we can investigate promptly and accurately.
Clients can submit a complaint in writing. Written complaints help ensure that all relevant details are recorded correctly. When making a complaint, please include the following information where possible:
Your full name and the address where the cleaning service was carried out
The date and approximate time of the service in question
A clear description of what went wrong and how it has affected you
Any relevant supporting information, such as photos, dates of previous communications or names of staff members
Details of how you would like the issue to be resolved, if you have a preferred outcome
If you need help putting your complaint in writing, you can ask a friend, relative or representative to do this on your behalf. Please ensure they have your permission to act for you.
Once we receive your complaint, we will acknowledge it in writing within a reasonable timeframe. This acknowledgement will confirm that we have received your complaint and outline the next steps in the process.
In some straightforward cases, we may be able to resolve the issue immediately at this stage, particularly if the complaint relates to a simple misunderstanding or a minor error that can be corrected quickly.
For complaints that require further investigation, we will:
Review the details you have provided in your written complaint
Check our internal records, including booking history, staff schedules and service notes
Speak to any staff involved, where appropriate, to understand what happened
Consider any evidence you have provided, such as photographs or written notes
During the investigation, we may contact you to request additional information or clarification. This helps us build a full and fair picture of the situation. We aim to carry out investigations in a timely manner, while ensuring that they are thorough and impartial.
After the investigation is completed, we will provide you with a written response. This will normally include:
A summary of your complaint
An explanation of what we have found during our investigation
Our decision on whether the complaint is upheld, partially upheld or not upheld
Details of any actions we will take to put things right or prevent similar issues in future
Depending on the circumstances, possible outcomes may include:
Arranging a re-clean of the affected areas, where appropriate
Offering a partial or full adjustment to an invoice where justified
Providing guidance or additional training to staff
Reviewing or updating internal procedures
Explaining clearly why we are unable to agree with part or all of your complaint, if that is the case
We aim to resolve most complaints as quickly as reasonably possible. Straightforward matters may be resolved within a few working days. More complex complaints that require detailed investigation may take longer.
If we are unable to provide a full response within a reasonable timeframe, we will let you know. We will explain the reason for the delay and indicate when you can expect a final response.
If you are unhappy with our final response, you may write to us again explaining why you remain dissatisfied. Please include any new information that you believe we have not taken into account.
We will review your concerns, including our original decision and the way we handled the complaint. Following this review, we will send you a further written response explaining whether we are able to change our decision or whether the original outcome stands.
All complaints are recorded in our internal systems. We monitor and review complaint data to identify recurring issues, service weaknesses or training needs. This helps us to improve our cleaning services for clients in Waterloo and surrounding areas over time.
We treat personal information in line with applicable data protection requirements. Complaint records are kept securely and are only accessed by staff who need the information to handle or review the complaint.
We expect all parties to behave respectfully during the complaints process. Cleaners Waterloo will not tolerate abusive, threatening or offensive behaviour towards its staff. At the same time, we are committed to being courteous, professional and fair in all communications with clients.
This complaints procedure is intended to provide a clear, accessible route for raising concerns and having them addressed. We encourage clients to use it whenever they feel that our cleaning services have not met the standards they expect.
You can now book the most affordable cleaners Waterloo to make your home shiningly clean again. Give us a call today for the best offer!
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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