This complaints procedure explains how Cleaners Bayswater handles concerns and complaints about our cleaning services. Our aim is to resolve any issues quickly, fairly and transparently, and to use your feedback to improve the quality and reliability of our work.
We recognise that, on occasion, our service may not meet expectations. When this happens, we want to know. Every complaint is treated seriously and handled in a professional and respectful manner. We aim to put things right wherever possible and to prevent similar issues from occurring again.
All members of our team are expected to cooperate fully with this procedure. We also ask that customers raise concerns calmly and clearly so that we can deal with them effectively.
A complaint is any expression of dissatisfaction about our cleaning services or about the conduct of our staff, where a response or resolution is expected. This can include, for example:
Poor quality of cleaning or missed areas during a visit.
Failure to attend a scheduled appointment or repeated lateness.
Concerns about the behaviour, attitude or conduct of a cleaner.
Damage to property or belongings allegedly caused during a cleaning visit.
Issues with billing, charges or the services provided compared with what was agreed.
We also welcome general feedback and suggestions, even when you do not wish to make a formal complaint, as this helps us improve our services across the local area.
You can make a complaint in the way that is most convenient for you. You may raise concerns verbally with a cleaner on site, or contact our office team to explain the issue in more detail. When raising a complaint, please provide as much information as possible, including:
Your full name and, if applicable, the name on the booking.
The address where the cleaning service was carried out.
The date and approximate time of the visit or incident.
A clear description of what went wrong and how it has affected you.
Any photos, notes or other information that may help us understand the issue.
We encourage you to raise complaints as soon as possible after the event, so that we can investigate while the details are still clear.
Where appropriate, we will first try to resolve your complaint informally. This may involve:
Discussing the issue directly with your regular cleaner or team leader.
Clarifying what was agreed in your booking or service description.
Arranging a return visit to correct any missed or unsatisfactory cleaning.
Offering a practical solution that addresses your main concerns.
Many issues can be resolved quickly in this way. However, if you are not satisfied with the outcome, or if the matter is more serious, you can ask for a formal investigation.
When a complaint is treated formally, a member of our management team will be assigned to review it. They will:
Acknowledge that your complaint has been received and is under review.
Record the details in our internal complaints log.
Gather information from you, the cleaner or cleaners involved, and any other relevant staff.
Review any associated notes, schedules or reports for the day of the service.
We aim to complete our investigation and provide a written or verbal response within a reasonable timeframe. If, for any reason, the investigation takes longer, we will keep you informed of the progress.
Once our investigation is complete, we will explain our findings and any action we propose to take. Possible outcomes may include:
A clear explanation or clarification if there has been a misunderstanding.
A return visit to rectify cleaning issues at no additional cost, where appropriate.
An adjustment to your invoice or a partial refund where the service fell below expected standards.
Additional training, supervision or disciplinary action for staff where conduct or performance has not met our requirements.
Review of our processes, schedules or quality controls to reduce the likelihood of similar issues occurring again.
We will always aim to reach a fair and balanced outcome, taking into account the information provided and our service agreement with you.
If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a more senior manager within Cleaners Bayswater. The reviewing manager will consider the original complaint, the investigation steps taken, the response provided, and any new information you wish to submit. They may uphold the original decision, change the outcome, or recommend further action.
We will explain the final position clearly and provide reasons for our decision.
All complaints are handled confidentially and in line with our data protection responsibilities. Information is shared only with those who need it to investigate and resolve the matter. Records of complaints are stored securely and used to monitor the quality of our services and identify areas for improvement.
Every complaint and piece of feedback helps us maintain and improve our cleaning services across our operating area. We regularly review complaint records to identify patterns, such as recurring issues with punctuality, communication, or particular cleaning tasks. Where needed, we refine our training, supervision and quality checks to support better outcomes for our clients.
By following this complaints procedure, Cleaners Bayswater aims to ensure that any issues are addressed promptly, that customers are listened to, and that our services continue to meet the standards expected in professional domestic and commercial cleaning.
Trust our cleaners Bayswater to handle with all your cleaning chores in W2 region. You will be impressed with our professionalism and expertise.
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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