Cleaners EC1 is committed to delivering reliable, high quality cleaning services and maintaining clear communication with every client. If something goes wrong, we want to know about it quickly so that we can put it right, learn from the incident, and improve our service. This page explains how to make a complaint, how we handle it, and what you can expect from us at each stage.
This procedure covers complaints related to our cleaning services, including domestic and commercial cleaning, one-off and regular bookings, end of tenancy cleaning and any additional services offered by Cleaners EC1. It applies to concerns about service quality, conduct of cleaners, punctuality, damage, access, and communication issues. It is designed to be fair, easy to use and accessible for all clients.
You can raise a complaint verbally or in writing. We recommend that you provide as much detail as possible, including:
1. Your full name and the address where the service took place.
2. The date and approximate time of the cleaning service.
3. A clear description of what went wrong and how it has affected you.
4. Any relevant evidence, such as photographs or notes made on the day.
5. Your preferred outcome or how you would like us to resolve the issue.
We encourage clients to contact us as soon as possible after the issue arises. Prompt reporting helps us investigate more effectively and offer a timely solution.
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where possible, we will respond on the same working day or the next working day. The acknowledgement will set out:
1. Confirmation that we have received your complaint.
2. The name or role of the person responsible for handling it.
3. The expected timescale for our investigation and response.
If we require further information to understand the issue fully, we may contact you to ask for clarification or additional details. This helps ensure that our investigation is accurate, balanced and fair.
All complaints are handled with care, discretion and respect. Our investigation may include:
1. Reviewing the details you have provided and any relevant booking records.
2. Speaking with the cleaners or supervisors involved in the service.
3. Assessing any photographic or written evidence supplied.
4. Considering our policies, training standards and checklists applicable to your booking.
We aim to complete our investigation and provide a full response within a reasonable period, taking into account the complexity of the complaint. If for any reason we need more time, we will let you know and explain why.
Following the investigation, we will provide a clear written or verbal response. This will usually include:
1. A summary of your complaint and the issues considered.
2. The findings of our investigation.
3. Any action we have already taken or will take to resolve the matter.
4. Any steps we will take to prevent similar issues in future.
Possible resolutions may include a re-clean of the affected areas, a partial or full refund where appropriate, remedial action to correct service shortcomings, or additional staff training. Each case is considered on its individual circumstances, and we will always aim for a fair and proportionate outcome.
If you are not satisfied with the initial outcome, you may request that your complaint be reviewed at a higher level within Cleaners EC1. In your escalation request, please explain why you are unhappy with the original response and what you believe would be a fair resolution.
The complaint will then be reassessed by a more senior member of our team who was not directly involved in the first investigation. They will review all information, may contact you for further discussion, and will provide a final decision where possible.
We treat all complaints in a fair, objective and non-discriminatory manner. No client will be disadvantaged for making a genuine complaint or raising concerns about our service. We also expect all communication to remain respectful and constructive.
Information shared in relation to a complaint is kept as confidential as reasonably possible and is used only for the purposes of handling the complaint, improving our services, and meeting any legal or regulatory obligations. Records of complaints are stored securely in line with our data handling practices.
Cleaners EC1 views complaints as an opportunity to learn and improve. We regularly review the nature and frequency of complaints to identify any recurring issues, training needs or changes required to our processes. Feedback from clients helps us enhance service quality, supervision, timekeeping, and communication, ensuring that we continually raise our standards.
To help us investigate effectively, we ask that complaints are raised as soon as possible and normally within a reasonable time of the service taking place. Complaints made long after the event can be more difficult to assess accurately, especially where staff have changed or memories have faded. However, we will always do our best to consider and respond to any concerns you bring to us.
By following this complaints procedure, Cleaners EC1 aims to ensure that every concern is taken seriously, handled professionally, and resolved wherever reasonably possible. We value your custom and your feedback, and we are committed to maintaining a trustworthy, responsive and high quality cleaning service for all our clients.
Pick up the phone and call our experienced and reliable cleaners EC1 company to handle with all your cleaning needs in Clerkenwell.
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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