This Complaints Procedure explains how you can raise a concern about the services provided by Cleaners Uxbridge and how we will handle your complaint. Our aim is to resolve issues quickly, fairly and in a way that maintains trust with our domestic and commercial cleaning clients.
Cleaners Uxbridge is committed to providing a consistent, reliable and high standard of cleaning. If something goes wrong, we want to know about it. We take all complaints seriously and use them as an opportunity to improve our services, staff training and internal processes.
We will always aim to:
Listen to your concerns and treat you with respect at all times;
Investigate what has happened in a fair and objective way;
Provide a clear response within reasonable timeframes;
Where appropriate, offer a suitable remedy or corrective action;
Use your feedback to prevent similar issues from arising again.
You may wish to raise a complaint if you are dissatisfied with any aspect of our cleaning services or customer service, for example:
The quality or standard of cleaning provided;
Damage to property or belongings during cleaning work;
Missed appointments, lateness or reliability concerns;
Conduct, attitude or behaviour of cleaning operatives;
Incorrect charges or issues with billing and payments;
How we have handled a previous query or concern.
If you are unsure whether your issue counts as a complaint, you are still encouraged to contact us so that we can help.
You can make a complaint in writing or verbally. Written complaints are generally preferred because they reduce the chance of misunderstanding and help us keep a clear record, but we will accept complaints in the way that is easiest for you.
When making a complaint, please provide as much detail as you can, including:
Your full name and the address where the cleaning took place;
The date and approximate time of the service or incident;
A clear description of what went wrong and how it has affected you;
The names of any staff members involved, if known;
Any relevant supporting information, such as photos or notes.
The more information you include, the quicker and more effectively we can investigate your complaint.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. At this stage we will confirm that we have your details, clarify any information if needed and explain the next steps in the process, including expected timeframes for our investigation and response.
Your complaint will be passed to an appropriate member of our management team who is not directly involved in the matter you are complaining about wherever possible. The person handling your complaint will:
Review all relevant information and records relating to the service;
Speak with the cleaning operatives or staff involved, if applicable;
Consider any photographs, messages or notes you have provided;
Assess whether our policies and quality standards were followed;
Decide whether any additional information is needed from you.
We aim to carry out investigations thoroughly but also promptly, recognising that timely resolution is important for our customers.
We will aim to provide you with a full written or verbal response within a reasonable period after acknowledging your complaint. If the matter is complex or requires more detailed investigation, we will keep you updated and let you know when you can expect a full reply. We do our best to resolve most complaints within a practical timeframe that reflects the nature and seriousness of the issue.
Once our investigation is complete, we will explain our findings and any conclusions we have reached. Where your complaint is upheld in full or in part, possible outcomes may include:
A sincere apology and explanation of what went wrong;
Corrective actions, such as a re-clean of the affected area;
A review of cleaning methods, products or schedules;
Additional staff training or supervision;
Changes to our procedures to prevent a recurrence.
Where a complaint is not upheld, we will clearly explain the reasons and the information we relied upon in reaching that decision.
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within our management team. When requesting an escalation, please explain why you are unhappy with the outcome and what you feel would be a fair resolution.
The escalated review will consider both the original complaint and the way it was handled. Following this review, we will issue a final response that sets out our position and any further actions we will take.
All complaints are handled in line with our privacy practices. Information about your complaint will be shared only with those who need it in order to investigate and resolve the issue. We will store details of your complaint securely and retain them for as long as necessary to fulfil our legal and operational obligations.
Cleaners Uxbridge treats every complaint as valuable feedback. We regularly review complaint records to identify patterns and areas for improvement across our cleaning services in the local area. This helps us raise standards, refine our processes and ensure that the service you receive continues to improve over time.
By setting out this Complaints Procedure clearly, we aim to give you confidence that if something does go wrong, Cleaners Uxbridge will deal with it fairly, transparently and with your satisfaction as our priority.
You can now book cleaners Uxbridge at the lowest prices! Give us a call today and see what we offer!
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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