Cleaners W6 is committed to delivering reliable and consistent cleaning services. We take all complaints and feedback seriously and use them to maintain and improve the quality of our work. This complaints procedure explains how you can raise a concern, how we handle it, and the timescales you can expect.
We aim to make our complaints process clear, fair, and accessible to all customers. Every complaint is treated with respect, investigated thoroughly, and resolved as quickly as possible. We seek to put things right where we have fallen short and to learn from each situation so we can improve our services in the future.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or our processes where you expect a response or resolution. This may include issues such as missed areas, lateness, conduct of staff, quality of cleaning, damage to property, or communication problems related to a scheduled clean.
You do not have to use particular words or formal language for your concern to be treated as a complaint. If you tell us you are unhappy with our service and want us to do something about it, we will treat it as a complaint.
You can make a complaint in writing or verbally. Written complaints may be submitted through any of our contact channels where you can provide details in your own words. Verbal complaints may be made to a member of our office team or to a supervisor who will record the details for you.
To help us investigate quickly and accurately, please provide as much information as you can, including:
The date and approximate time of the clean or incident, the address where the service took place, a clear description of what went wrong, the names of any staff members involved if known, and any supporting information that may help us understand the issue. If you refer to previous conversations with us, please briefly explain who you spoke to and when, if you remember.
If you find it difficult to make a complaint or need support, you may ask a family member, carer, or representative to raise the issue on your behalf. In such cases we may need to verify that you have given permission for them to speak for you, to protect your privacy and account details.
Once we receive your complaint, we will log it in our internal system and begin our investigation. We handle complaints in the following stages to keep the process structured and clear.
We aim to acknowledge your complaint promptly. During this stage we will review the information you provided and may contact you to clarify details if anything is unclear. We will confirm that we have your correct contact information and outline the next steps, including when you can expect an update.
We will then investigate your complaint by speaking with the cleaners or supervisors involved, reviewing job notes, and checking any relevant internal records or schedules. Our aim is to understand what happened, why it happened, and what we can do to resolve the issue and prevent it recurring.
We may contact you during this stage to ask for further information or to discuss possible solutions. Your perspective is important to us, and we welcome your input when we are considering how best to put things right.
Once the investigation is complete, we will provide you with a clear response. This will normally include a summary of the issue as we understand it, the steps we took to investigate, our decision and the reasons for it, and any action we will take as a result.
Possible outcomes may include an apology, a re-clean of the affected areas where appropriate, a partial or full adjustment to your invoice where justified, or changes to our internal processes or staff training. Where we do not uphold a complaint, we will explain our reasons in a respectful and transparent way.
We aim to resolve most complaints as quickly as possible. While specific timescales may vary depending on the complexity of the issue, we strive to acknowledge complaints promptly and to provide a full response within a reasonable period. If our investigation is likely to take longer than anticipated, we will keep you informed and provide an updated timeframe.
If you are not satisfied with our response or believe that your complaint has not been handled fairly, you may ask for your complaint to be reviewed by a more senior member of our team. During this review we will reconsider the information, check that our procedures were followed, and assess whether the outcome remains appropriate.
Following this review, we will provide a final response. This will explain whether we are maintaining or changing our original decision and will outline any further actions we will take.
All complaints are handled sensitively and in confidence. We will only share information about your complaint with staff who need it to investigate and resolve the matter. We handle all personal information in line with data protection principles and use it only for the purpose of managing your complaint and improving our services.
We regularly review complaints and feedback to identify patterns, training needs, and opportunities to improve our cleaning services. This helps us raise standards, strengthen our procedures, and provide a safer and more reliable service for all customers within our service area.
By following this complaints procedure, we aim to give every customer a clear and fair route to have their concerns heard and addressed. Your feedback is an important part of how Cleaners W6 maintains and improves the quality of its work.
Give our cleaners W6 company a call today and take advantage of our high quality cleaning services at amazingly low prices.
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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