This complaints procedure explains how customers of Cleaners Shoreditch can raise concerns and how we will respond. It applies to all domestic and commercial cleaning services we provide in Shoreditch and nearby areas. Our aim is to resolve any issues quickly, fairly and professionally, and to use feedback to improve our services.
We want every cleaning visit to meet the standards you expect. If something goes wrong, we are committed to listening carefully, investigating thoroughly, and putting things right wherever possible. We treat all complaints with respect, confidentiality and without discrimination. Raising a complaint will not affect your right to use our services in the future.
We aim to acknowledge all complaints promptly and to resolve most matters at the earliest possible stage. Where an issue is more complex or requires further investigation, we will keep you informed of our progress until the matter is closed.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or our processes, where a response is expected. Examples of complaints include concerns about service quality, punctuality, conduct or behaviour of cleaning staff, damage or loss of property, failure to follow agreed instructions, or administrative issues such as bookings and payments.
We also welcome general feedback, comments and suggestions. While not every comment will be treated as a formal complaint, we use all feedback to review and improve how we deliver cleaning services across the Shoreditch area.
You can raise a complaint in any of the following ways:
By speaking to us directly: If you feel comfortable, please speak to a member of our team as soon as possible after the issue arises. Many concerns can be resolved informally and quickly at this stage.
In writing: If you prefer, you can set out your complaint in writing. Please include your full name, the property address where we provided the service, the date and approximate time of the cleaning visit, and a clear description of what went wrong. The more detail you can provide, the easier it will be for us to investigate and respond thoroughly.
When making a complaint, please tell us how you would like us to contact you and what you see as a reasonable outcome. While we cannot guarantee that every requested outcome will be possible, it helps us understand what matters most to you.
To investigate your complaint properly, we may ask you for additional information. This can include photographs of the area that was cleaned, a copy of your booking confirmation, or any notes about conversations with our staff. Providing this information is voluntary, but it may help us reach a faster and more accurate resolution.
We ask that complaints are raised as soon as possible after the issue occurs. This allows us to check schedules, speak to staff involved and review any relevant records while details remain clear and accessible.
Stage 1: Initial review and acknowledgement. Once we receive your complaint, we will record it in our internal system. We aim to acknowledge your complaint within a reasonable time frame. At this stage, we may contact you to clarify details or to discuss any immediate steps we can take.
Stage 2: Investigation. A manager will review the details of your complaint, speak with any cleaning staff involved, and examine any relevant records such as job notes, checklists or photographs. We may contact you during this stage if we need more information or to update you on our progress.
Stage 3: Response and outcome. After we have completed our investigation, we will let you know the outcome. Our response will explain what we found, any actions we have taken or will take, and, where appropriate, any remedies we can offer. Remedies may include corrective cleaning, service adjustments, or other appropriate measures depending on the circumstances.
We aim to resolve straightforward complaints as quickly as possible. More complex matters may take longer to investigate. If we are not able to provide a full response within a reasonable period, we will keep you updated on progress and let you know when you can expect a final outcome.
Our timeframes may vary depending on the nature of the complaint, the availability of staff to be consulted, and the need to carry out an accurate and fair investigation. We always strive to reach a conclusion without unnecessary delay.
If you feel that your complaint has not been resolved satisfactorily, you may ask us to review the decision. Where possible, a different senior member of our team will re-examine your complaint, considering both your original concerns and the steps already taken.
During this review, we may contact you to seek further clarification or to discuss potential alternative resolutions. Following the review, we will provide you with a final response explaining our position and any additional actions, if appropriate.
We treat all complaints and related information in confidence. Details are shared internally only with staff who need them to investigate and respond. We retain complaint records in line with our data protection obligations and only for as long as necessary for regulatory, legal or operational reasons.
Your personal information will be handled carefully and lawfully. We use complaint data to identify trends, training needs and service improvements, helping us raise and maintain standards across our cleaning services.
Every complaint is an opportunity for us to learn. We regularly review complaint patterns to identify where changes are needed, whether in staff training, cleaning methods, service design or communication with customers. This helps us deliver a consistent and reliable cleaning service for homes and businesses in and around Shoreditch.
We appreciate the time customers take to tell us when something has gone wrong. By following this complaints procedure, we aim to deal with issues fairly and transparently, and to continue improving the quality and reliability of our cleaning services.
Hire our number one cleaners Shoreditch company today and get the full benefit of our experience and the expertise in cleaning.
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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