Cleaners Hammersmith is committed to providing reliable, high-quality cleaning services and maintaining clear communication with all clients. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve any issues fairly, efficiently, and professionally.
The purpose of this procedure is to provide a transparent and consistent process for handling complaints relating to our domestic and commercial cleaning services. It applies to all clients who use our services, including regular cleaning, one-off deep cleans, end of tenancy cleaning and specialist services. We treat all complaints seriously and use them to improve our standards and staff training.
A complaint is any expression of dissatisfaction about our services or the way we have handled a previous issue. This may include, but is not limited to:
Cleaning standards not meeting agreed expectations
Missed or late appointments
Conduct or behaviour of a cleaner or representative
Damage or loss involving your property during a visit
Issues with scheduling, access or service arrangements
Concerns about how a previous concern or query was handled
If you are unsure whether your concern is a complaint, you may still raise it using the process below and we will treat it appropriately.
We encourage you to raise any concerns as soon as possible after the issue occurs so that we can investigate promptly.
You can make a complaint in the following ways:
Verbally, by speaking to our office team or supervisor
In writing, providing a clear description of the issue
Through any usual communication method you use with us
When making a complaint, please include the following information where possible:
Your full name and the service address
The date and approximate time of the service
The type of service you received
A clear description of the problem
Any relevant photographs or supporting details
Your preferred outcome where this is relevant and realistic
We handle complaints in three clear stages to ensure a structured and fair process.
Once we receive your complaint, we will record it in our internal system and allocate it to a member of our management team.
We aim to acknowledge your complaint within two working days. In this acknowledgement we will confirm that we have received your complaint, outline the next steps, and request any additional details if needed.
A manager or supervisor will investigate your complaint. This may involve:
Reviewing job records and schedules
Speaking with the cleaner or team involved
Reviewing any photographs or evidence provided
Assessing whether our usual standards and procedures were followed
We aim to provide a full written or verbal response within ten working days of acknowledging your complaint. If the matter is complex or requires more time, we will inform you of the delay and provide an updated timescale.
Our response will include:
A summary of the complaint as we understand it
Details of the investigation carried out
Our findings and conclusions
Any actions we will take to resolve the issue
Any steps we will take to prevent similar issues in future
If you are not satisfied with the outcome of Stage Two, you may request an escalation. Your complaint will then be reviewed by a senior member of the management team not previously involved in the investigation where possible.
For escalated complaints, we will:
Reassess the information and investigation already carried out
Consider any additional information you provide
Decide whether further investigation is required
We aim to provide a final response to escalated complaints within ten working days of the escalation request. The outcome of this stage will be our final position on the matter.
Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following resolutions where appropriate:
A sincere apology and explanation
A return visit to rectify cleaning issues
A partial or full service credit where justified
Amendments to future service arrangements
Additional training or guidance for staff
Each complaint is considered on its individual facts, and we will always aim to reach an outcome that is fair and proportionate.
All complaints are handled in confidence. Information is only shared with staff who need it to investigate and resolve the issue. We store complaint records securely and in line with our data protection obligations. Details of your complaint may be used anonymously for staff training and service improvement.
Complaints provide valuable feedback about our cleaning services across our service area. We regularly review complaint patterns and outcomes to identify training needs, update procedures and improve our service delivery. By raising concerns, you help us maintain high standards and ensure that our cleaners and support staff continue to deliver reliable, consistent results.
We understand that complaints may be made in difficult or stressful circumstances. We will always treat you with respect and expect the same courtesy towards our staff. We may limit or end communication where behaviour is abusive, threatening or consistently unreasonable. Any such action will be considered carefully and, where possible, communicated clearly to you.
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for our clients. Any changes will apply to new complaints from the date of publication. You may request information about our most recent review dates at any time.
Leave all your cleaning issues in the expert hands of our cleaners Hammersmith. We provide the greatest prices around W6 area.
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
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