Cleaners TW9 is committed to providing reliable, high-quality cleaning services for homes and businesses in our service area. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
We take all complaints seriously and aim to deal with them promptly, fairly, and consistently. Our goals are to resolve issues as quickly as possible, to keep you informed throughout the process, and to use your feedback to enhance our cleaning standards and customer care.
You will always be treated with courtesy and respect. We ask that our team is treated in the same way while a complaint is being investigated, including during any follow-up visits to your property.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have handled a previous concern. This can include issues such as missed areas, punctuality, conduct of cleaners, billing concerns, or the quality of communication from our office.
If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We would rather hear from you and have the opportunity to respond than leave you feeling dissatisfied.
You may raise a complaint through any of the following methods:
In writing, providing your name, service address, dates of the clean in question, and a clear description of the issue. This helps us investigate accurately and efficiently.
By speaking with a member of our office team, who will record the details of your complaint on your customer account for review and follow-up.
Through any standard communication channel you have used previously with us, such as a customer portal or contact form where available.
When making a complaint, please include as much relevant information as possible, including photos if appropriate. This will assist us in understanding the problem and identifying the best solution.
To allow us to investigate effectively, we ask that you contact us as soon as reasonably possible after the issue arises. For cleaning quality concerns, we recommend raising the matter within 24 to 48 hours of the service, while the condition of the property and any relevant details are still clear.
We aim to acknowledge all complaints promptly. Once your complaint has been received and logged, it will be assigned to an appropriate member of our management team for review. The process will usually involve the following steps:
Initial acknowledgement of your complaint and confirmation that it is being investigated.
Review of job notes, schedules, and any relevant photographs or reports from the cleaners who attended your property.
Contact with you if further information or clarification is required.
Assessment of what went wrong, whether our standards or agreed specification were not met, and what can be done to rectify the issue.
You will receive a clear response explaining our findings and any actions we are proposing to take. We aim to provide a full response within a reasonable time frame, depending on the complexity of the complaint.
Where we identify that our service has fallen below the standards you should expect from Cleaners TW9, we will look at appropriate remedies. These may include, for example, a rectification clean, adjustments to future work, training or supervision measures for staff, or other solutions we consider fair in the circumstances.
Any remedy offered will take into account the nature of the problem, the impact on you, and the terms of your service agreement with us.
If you are unhappy with the outcome of your complaint, you may request that it is reviewed by a more senior member of our management team. When asking for a review, please explain why you remain dissatisfied and what outcome you are seeking.
The reviewing manager will consider the original investigation, any new information provided, and whether the decision was reasonable and fair. You will then receive a further response setting out our final position on the matter from our side.
We understand that you place a great deal of trust in anyone who works in or around your property. If your complaint involves the conduct or behaviour of a member of our cleaning team, it will be handled with particular care and discretion.
We may need to speak with the staff member concerned and, where appropriate, review any relevant records or training history. Staff may be removed from your property or from certain duties while a serious complaint is investigated. Disciplinary action, up to and including removal from our workforce, may be taken where necessary, in line with our internal procedures.
All complaints are handled in confidence. Details are shared only with those within our company who need the information in order to investigate and resolve the issue, or to implement improvements. We will keep a record of your complaint and our response in line with our data protection obligations.
We value complaints because they highlight areas where we can improve. We regularly review complaint records to identify patterns, training needs, and opportunities to enhance our cleaning methods, scheduling, customer communication, and staff supervision. This process helps us maintain consistent standards for all clients in our service area.
This Complaints Procedure is available to all existing and prospective clients of Cleaners TW9. If you require the procedure in an alternative format, or need assistance in raising a complaint, please contact our office so we can support you.
By following this procedure, we aim to resolve any concerns about our cleaning services in a fair, transparent, and timely manner, while building long-term relationships based on trust and reliability.
Call our cleaners TW9 company today and make your home the cleanest in the area again with our help!
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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