Cleaners Ruislip is committed to delivering reliable, high-quality cleaning services and to treating every concern raised by our customers seriously and fairly. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage. Our aim is to resolve issues quickly, professionally, and in a way that restores your confidence in our services.
We view complaints as an important source of feedback that helps us continually improve our domestic and commercial cleaning services. Every complaint is handled confidentially and without prejudice. We will always treat you with respect and expect the same courtesy for our office staff, supervisors, and cleaning operatives throughout the process.
A complaint is any expression of dissatisfaction about the standard of cleaning, conduct of our staff, communication from our office, adherence to agreed schedules, or any other aspect of our service. This may include issues such as missed tasks, damage to property, lateness, or concerns about health and safety practices during the cleaning visit.
If you are unhappy with any aspect of our cleaning service, please let us know as soon as reasonably possible so that we can investigate and respond promptly. You can raise a complaint verbally or in writing, including the following details where possible:
• Your full name and property address
• The date and time of the cleaning service concerned
• A clear description of what went wrong or did not meet your expectations
• Any photos or notes that help explain the issue
• How you would ideally like us to resolve the matter
If you raise a concern during or immediately after a visit, we will attempt to address it on the same day where practical. For issues reported later, we will still investigate thoroughly, although some remedies, such as re-cleaning, may depend on the condition of the property at the time of inspection.
Once we receive your complaint, it will be logged by our office team and allocated to a responsible person for review. We aim to acknowledge your complaint within a reasonable timeframe, confirming that it has been received and is being investigated.
During this stage, we may contact you to clarify details or request further information. We may also speak with the cleaners involved, review job notes and schedules, and, if appropriate, arrange an inspection of the premises.
After gathering all relevant information, we will assess what has happened and whether our service has fallen short of the standards we promise to our customers. We will then contact you with our findings and a proposed solution. Depending on the nature of the complaint, possible outcomes may include:
• An apology and written explanation
• A complimentary re-clean of the affected areas
• A review of our internal procedures or staff training
• Adjustments to your cleaning plan or schedule
• Other appropriate goodwill gestures where justified
We always aim to resolve complaints at this stage. Where a full investigation is likely to take longer, we will keep you informed of progress and provide an estimated timeframe for a final response.
If you are not satisfied with the outcome of the initial investigation, you may request that your complaint is escalated for further review. This will usually be handled by a senior member of our team who has not been directly involved in the original decision.
The senior reviewer will reconsider the information provided, and may contact you again to discuss your concerns in more detail. After this review, we will provide you with a final written response explaining our position and any additional steps we are prepared to take.
To help us investigate effectively, we ask that complaints about a specific cleaning visit are raised within a reasonable period of time after the service, ideally within 48 hours. This allows us to accurately assess the condition of the property and the work carried out. While we will consider complaints raised later, the range of practical remedies available may be more limited.
Every complaint received is recorded and monitored so that we can identify any recurring issues and improve our cleaning processes, staff training, and communication. We do not penalise customers for raising complaints in good faith, and we will never terminate services purely because you have expressed dissatisfaction in a reasonable way.
Where a complaint highlights a shortcoming in our service, we use this as an opportunity to review our standards and make meaningful improvements, whether that relates to equipment, cleaning products, timetabling, or staff supervision.
Your personal information and the details of your complaint will be handled sensitively and kept confidential within Cleaners Ruislip, in line with our wider privacy and data protection responsibilities. Information will only be shared with those who need it to investigate and resolve the matter.
A complaint will be considered resolved once we have provided a clear response and, where appropriate, carried out an agreed remedy such as a re-clean or other corrective action. We will confirm when the complaint has been closed and record the outcome. If you remain dissatisfied after our final response, you are free to seek independent advice or pursue any external remedies available to you.
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective, and aligned with our commitment to providing reliable, professional cleaning services. We reserve the right to update or amend the procedure from time to time. The version published here will always reflect our current approach to handling complaints.
Save yourself a huge amount of effort and time, by hiring our professional cleaners Ruislip company today.
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
(76)
