This Complaints Procedure explains how Cleaners E8 manages concerns and complaints about our cleaning services. Our aim is to deal with every issue promptly, fairly, and transparently, and to use all feedback as an opportunity to improve our work and customer care.
Cleaners E8 is committed to delivering reliable, high-quality cleaning services for homes and businesses. If something goes wrong, we want to know about it straight away so we can put it right. We will always treat your complaint seriously, keep you informed of progress, and work towards a fair and practical outcome.
We view every complaint as valuable feedback that helps us refine our standards, training, and processes across our local service area.
This procedure applies to all customers of Cleaners E8 who wish to raise a concern about any aspect of our services, including but not limited to:
Quality of cleaning work, punctuality and reliability of cleaners, professional conduct and behaviour of staff, adherence to agreed instructions or checklists, access arrangements and key-holding issues, cancellations, rescheduling or missed appointments, and general customer service or communication.
This procedure applies to both one-off and regular cleaning appointments, as well as domestic and commercial cleaning services.
You can raise a complaint as soon as you notice a problem. To help us investigate efficiently, please include as much detail as possible, such as your full name, the service address, the date and approximate time of the service, the type of service booked, and a clear description of what went wrong or did not meet your expectations.
If relevant, it is helpful to describe which rooms or areas were affected, what should have been done differently, and whether any property was damaged or items were moved. Providing photos can assist our investigation where applicable.
In the first instance, we will always try to resolve your complaint informally and quickly. Once we receive your complaint, a member of our team will review the details and may contact you to clarify any points. We aim to acknowledge your complaint within a reasonable timeframe.
Where possible, we will seek to resolve the matter at this initial stage. This might include offering to return to re-clean specific areas, providing guidance to the cleaning team, clarifying any misunderstandings, or agreeing practical steps to prevent a recurrence.
If your complaint cannot be resolved informally, or if you remain dissatisfied with the outcome, it will be escalated for a formal investigation. At this stage, a supervisor or manager who was not directly involved in the original service will review your case.
The formal investigation may involve speaking with the cleaners who attended the property, reviewing job notes or checklists, considering any photographs or evidence you have provided, and, where appropriate, arranging a follow-up visit to your property. We aim to complete the investigation and provide a written or verbal response within a reasonable timeframe, depending on the complexity of the issue.
Following the investigation, we will inform you of the outcome and any actions we propose to take. Depending on the circumstances, suitable remedies may include a re-clean of specific areas where the service was not up to standard, changes to the cleaners assigned to your property, additional training or guidance for staff, adjustments to your future cleaning plan or instructions, or a financial gesture where appropriate and proportionate.
Any remedy will aim to be fair to both you as the customer and to our team, taking into account the evidence available and the terms of your booking.
We encourage customers to raise complaints as soon as possible after the service, ideally within a short period, so that we can investigate while details are still clear. The sooner we are informed, the easier it is to assess what has happened and to correct any issues.
We will always strive to respond promptly and keep you updated if more time is needed to investigate more complex matters.
To help us handle your complaint efficiently, we ask that you provide accurate and complete information, remain respectful in all communications, allow us reasonable time to investigate and respond, and give our team access to the property if a follow-up visit or re-clean is agreed.
We reserve the right to decline or limit services where a customer behaves in an abusive, threatening, or discriminatory manner towards any member of our team.
All complaints are handled in confidence. Information is shared only with those who need it in order to investigate and resolve your complaint or to improve our services. We will handle your personal data in line with applicable data protection principles.
Cleaners E8 regularly reviews complaints and feedback to identify patterns and areas for improvement. This may lead to updates to our training programs, checklists, quality-control checks, and customer communication practices, helping us maintain a high standard of cleaning services across our service area.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and aligned with our commitment to excellent customer service. We may update it from time to time and will apply the most current version when handling new complaints.
Call our experienced cleaners E8 today and make your booking today. We offer a wide range of services at prices to suit every budget.
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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