Cleaners Richmond is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
We treat all complaints seriously and as an opportunity to review and improve our cleaning services. Every complaint is handled with respect, confidentiality and without discrimination. Our aim is to resolve issues quickly, fairly and transparently, and to restore your confidence in our services wherever possible.
This procedure applies to any concern or complaint about our cleaning services, including regular domestic cleaning, one off deep cleaning, end of tenancy cleaning, office and commercial cleaning and related customer service issues. It covers problems such as missed areas, timing issues, conduct of staff, quality of work or misunderstandings about agreed tasks.
In many cases, an issue can be resolved quickly by speaking directly with our office team. If you are unhappy with any aspect of your cleaning, please contact us as soon as possible after the service. Provide your full name, service address, the date and approximate time of the clean, and a clear description of the problem you experienced.
Where appropriate, we will attempt to resolve the issue immediately by clarifying expectations, arranging a remedial visit, or making adjustments to future bookings. If you are satisfied with the outcome, the matter will be recorded as resolved at the informal stage.
If you are not satisfied with the informal response, or if the matter is more serious, you may make a formal complaint. When submitting a formal complaint, please include:
Your full name and service address, the dates of the relevant cleaning appointments, a detailed description of what went wrong, any previous attempts to resolve the issue informally and what outcome you are seeking.
Providing photographs or a written record of events, where available, can help us investigate more effectively, especially in relation to cleaning quality, damage or access issues.
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint, outline the next steps in the process and indicate when you can expect a full response.
All formal complaints are reviewed by a senior member of our team who is not directly involved in the issue wherever possible. The investigation may include:
Reviewing cleaning schedules, job sheets and any notes from the cleaners, speaking with the cleaners or supervisors involved, checking any photographs or evidence supplied and assessing our existing agreements or instructions related to your booking.
We will always aim to approach the matter impartially, giving equal consideration to your account and the information provided by our staff.
We aim to provide a detailed written or verbal response to your complaint within a reasonable period from the date of acknowledgement. If the matter is complex and requires more time, we will explain the reason for the delay and provide an updated timescale. During the investigation we may contact you to clarify details or request further information.
Once the investigation is complete, we will communicate the outcome to you clearly. Our response will explain what we have found, whether your complaint has been upheld in full, in part or not upheld, any actions we have already taken and any further steps we propose.
Depending on the nature of the complaint and our findings, possible outcomes may include a remedial clean, changes to your cleaning schedule or team, a partial adjustment to charges, additional staff training or an explanation where we conclude that the service was delivered in line with the agreed scope.
If you remain unhappy with our final response, you may contact us again to explain which aspects you believe have not been addressed. We will review your concerns and, where appropriate, a different senior staff member may re-examine the complaint. While we may not always be able to change the outcome, we will ensure that your comments receive full consideration.
We regularly review feedback and complaints to identify patterns and areas for improvement, such as updating checklists, refining supervision processes, providing additional staff training and improving communication about what is included in our cleaning services. Our goal is to reduce the likelihood of similar issues affecting you or other clients in the future.
All complaints are handled with appropriate confidentiality. Information is shared only with staff who need it to investigate and resolve the matter or to improve our services. We keep records of complaints in line with our data protection obligations and retain them only for as long as necessary for legal, regulatory or operational purposes.
This complaints procedure is available to all clients of Cleaners Richmond using our domestic and commercial cleaning services in the area. If you need the procedure explained in a different format or require assistance to raise a complaint, our team will make reasonable efforts to support you. We believe that every customer has the right to be heard and to receive a fair and timely response.
By setting out this clear complaints procedure, Cleaners Richmond aims to provide peace of mind and demonstrate our commitment to maintaining high standards in every aspect of our cleaning services.
Choose our cleaners Richmond to handle with your cleaning issues in TW9 area. We always deliver the kind of expertise which you can rely on.
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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