This complaints procedure explains how clients of our cleaning services in Enfield can raise concerns, how we handle and investigate complaints, and the steps we take to reach a fair resolution. Our aim is to make the process straightforward, transparent and respectful for everyone involved.
We are committed to providing reliable, professional and high quality cleaning services. However, we recognise that on occasion things may not go as planned. When this happens, we want to know about it so we can put matters right and prevent similar issues in the future.
All complaints are treated seriously and are handled in a confidential, impartial and timely manner. You will never be treated unfairly for raising a concern about our cleaners or our service in Enfield or the surrounding areas.
This procedure applies to any complaint about:
Quality of cleaning work carried out at your home or premises
Conduct, behaviour or professionalism of our cleaners
Timekeeping, reliability or attendance issues
Health and safety concerns related to our cleaning activities
Communication or administration issues relating to bookings, schedules or payments
This procedure does not cover disputes that are already being handled through legal proceedings or matters outside our control, such as issues caused by third party contractors.
You can make a complaint in writing or verbally. When raising a complaint, please provide as much detail as possible so we can investigate thoroughly. Useful information includes:
Your full name and the service address
Date and time of the incident or service
Names of any cleaners involved, if known
A clear description of what went wrong
Any immediate steps you would like us to consider
If you make a complaint verbally, we may make a written record of the details to ensure accuracy. You can request a copy of this record.
You should raise your complaint as soon as reasonably possible after the issue occurs. This helps us carry out a more accurate investigation. While we will consider complaints raised at any time, we may find it more difficult to investigate matters reported after a long delay.
Once we receive your complaint, we will:
Record your complaint in our internal log
Assign a person responsible for handling it
Acknowledge receipt and confirm that we are investigating
We aim to acknowledge all complaints within a reasonable time frame. In the acknowledgement, we will outline the next steps and the expected timescale for our response.
The person handling your complaint will review all available information. This may include:
Speaking to the cleaners involved
Reviewing job sheets, schedules and checklists
Inspecting photographs or other evidence, where available
Considering any previous relevant history
We will assess the complaint objectively and fairly, taking into account both your account and any information provided by our cleaning team.
Once the investigation is complete, we will provide you with a clear response. This will usually include:
A summary of the complaint as we understand it
Details of the steps taken to investigate
Our findings and conclusion
Any actions we propose to take
Where appropriate, we may offer one or more of the following remedies:
A follow-up visit to rectify cleaning issues
Corrective action or additional training for cleaners
Changes to our processes to prevent recurrence
A goodwill gesture, where justified
Our goal is to resolve complaints as quickly as possible. If we are unable to provide a final response within the initial time frame given, we will update you and explain the reason for the delay.
If you are unhappy with our response or feel that your complaint has not been handled fairly, you may request a further review. In this case, your complaint will be reviewed by a more senior member of our management team, who was not directly involved in the original investigation.
During this review, we will reassess the information, consider any additional details you provide, and confirm whether the original decision should stand or be changed. We will then issue a final response.
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter. We store complaint records securely and in line with our data protection obligations.
We may retain records of complaints for a reasonable period to help us monitor service quality, identify areas for improvement and demonstrate how issues were resolved.
We view complaints as an opportunity to review and improve our cleaning services in Enfield. We regularly analyse complaint trends to identify recurring issues, training needs and ways to enhance our systems and procedures.
Feedback from clients, including complaints and suggestions, helps us maintain high standards and deliver a consistently reliable and professional cleaning service.
We expect all parties involved in the complaints process to behave respectfully. Our staff will treat you politely and with consideration, and we ask that our cleaners and office team are treated in the same way. We may discontinue communication if behaviour becomes abusive, threatening or discriminatory.
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. Updated versions will apply to all new complaints from the date of publication.
By setting out this procedure, we aim to give all clients of our cleaning services in Enfield confidence that any concerns will be heard, investigated and addressed in a professional and constructive manner.
Trust our cleaners Enfield to give you great services at amazing prices. Contact us today and see what are the deals we offer!
Price List
| Carpet Cleaning | £ 55 |
| Upholstery Cleaning | £ 55 |
| End of Tenancy Cleaning | £ 95 |
| Domestic Cleaning | £ 13.50 |
| Regular Cleaning | £ 13.50 |
| Office Cleaning | £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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