This Complaints Procedure sets out how customers can raise concerns about services provided by Cleaners N7 and how those concerns will be investigated and resolved. Our aim is to handle every complaint promptly, fairly and consistently, and to use feedback to improve our cleaning services across the local area.
The purpose of this procedure is to give customers a clear and simple way to tell us when something has gone wrong. It explains what we consider to be a complaint, how to make one, the stages we follow in responding, and the timescales you can expect. We are committed to dealing with all complaints in a professional and respectful manner.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, administration, or communication, where a customer expects a response or resolution. Examples include dissatisfaction with the quality of cleaning, missed or late appointments, damage to property, behaviour of a cleaner, incorrect or unclear billing, or failure to follow agreed instructions.
We encourage customers to tell us about any issue as soon as possible so that we can address it quickly and prevent it from happening again.
This procedure is available to all individual and business customers who use Cleaners N7 services. Complaints can be raised by the customer directly or by an authorised representative acting on their behalf, provided that they have the customer’s permission to do so.
You can make a complaint in the way that is most convenient for you. You may contact us by phone, in writing, or by speaking with a supervisor or manager. When raising a complaint, please provide the following information to help us investigate:
• Your name and, if relevant, the name of your business
• The address where the cleaning service was carried out
• The date and approximate time of the service or incident
• A clear description of what went wrong and how it affected you
• Any photos or supporting information that may assist our investigation
• How you would like us to put things right, where possible
If you make a complaint verbally, we may take notes and repeat the details back to you to confirm that we have correctly understood your concerns.
Where possible, we aim to resolve complaints informally at the earliest opportunity. For many issues, speaking directly with a supervisor or coordinator shortly after the service can lead to a quick and practical solution, such as arranging a re-clean, providing additional guidance to cleaners, or clarifying billing details.
We will acknowledge your complaint as soon as reasonably possible and will usually aim to provide an initial response within a few working days. If we cannot resolve the matter immediately, we will explain what will happen next and when you can expect a further update.
If you are not satisfied with the outcome of the informal stage, or if the matter is more serious or complex, you may request that your concerns are treated as a formal complaint. At this stage, a manager will review the issue in more detail, which may include:
• Reviewing written records, schedules and checklists
• Speaking with the cleaners and any supervisors involved
• Inspecting the property if appropriate and possible
• Considering any photographs, messages or other evidence provided
We will aim to acknowledge a formal complaint within a reasonable period and to provide a full response after we have completed our investigation. If we need more time due to the complexity of the case, we will keep you informed about the progress and expected timescale.
Following our investigation, we will provide a clear written or verbal response setting out:
• A summary of your complaint
• The steps we took to investigate
• Our findings and decision
• Any actions we will take to resolve the issue
• Any measures we will introduce to reduce the chance of a similar issue occurring again
Depending on the nature of the complaint, outcomes may include, where appropriate, an apology, a re-clean of the affected areas, changes to our processes or staff training, or other suitable remedies.
If you are not satisfied with the outcome of your formal complaint, you may ask for a further review by a senior member of our management team, where available. They will consider whether the procedure has been followed correctly and whether the outcome is reasonable based on the evidence. This review will normally represent the final stage of our internal complaints process.
To help us deal with your complaint fairly and efficiently, we ask that you:
• Raise issues as soon as possible after the event
• Provide accurate and complete information
• Communicate with our staff respectfully
• Allow reasonable time for us to investigate and respond
We reserve the right to end communication where a complainant behaves in a threatening, abusive or consistently unreasonable manner, while still considering the substance of any legitimate concerns raised.
All complaints are handled in line with our data protection responsibilities. Information you provide will be used only for investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. Details of your complaint will be shared only with staff who need to know in order to respond appropriately.
Cleaners N7 values feedback as an important part of maintaining and improving service standards. We regularly review complaints data to identify patterns, training needs and opportunities for better communication and procedures. By following this Complaints Procedure, we aim not only to resolve individual issues but also to enhance the quality and reliability of our cleaning services for all customers.
If you're thinking about the best cleaning solution for your home just call our cleaners N7 and they'll do it in no time!
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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