This Complaints Procedure explains how clients can raise concerns about any aspect of our cleaning services and how we handle, investigate, and resolve those concerns. Our aim is to provide a clear, fair, and timely process that supports both our customers and our cleaning teams.
We are committed to delivering reliable and professional cleaning services across Twickenham and the surrounding areas. When something goes wrong, we want to know about it so that we can put things right and prevent similar issues from happening again. All complaints are treated seriously, handled with respect, and used as an opportunity to improve our services.
We will always aim to:
Respond promptly to any concerns raised.
Investigate all complaints thoroughly and impartially.
Keep you informed throughout the process.
Offer a fair and reasonable resolution wherever possible.
Any customer who uses our cleaning services can make a complaint. This includes domestic and commercial clients, landlords, tenants, property managers, and any authorised representative acting on behalf of a client. We also welcome feedback and complaints from residents, visitors, or staff who may be affected by our work on site.
You can raise a complaint about any part of our cleaning service, including but not limited to:
The quality or standard of cleaning carried out.
Missed or incomplete cleaning tasks.
Timekeeping, reliability, or no-shows.
Conduct or behaviour of any member of our cleaning team.
Damage to property or belongings during a clean.
Health and safety concerns in relation to our work.
Communication, bookings, or administration problems.
If you are unsure whether your concern counts as a formal complaint, you may still contact us and we will guide you through the options available.
You can raise a complaint verbally or in writing. We recommend setting out your concerns in writing wherever possible so that there is a clear record and we can track our response. When submitting a complaint, please provide the following information to help us investigate efficiently:
Your full name and, if relevant, the business or property name.
The service address where the cleaning took place.
The date and approximate time of the clean or incident.
A clear description of the issue and how it has affected you.
Any supporting information such as photographs or notes.
Details of any discussions you have already had with our team about the matter.
Once we receive your complaint, we will acknowledge it and begin our internal complaints process.
We aim to acknowledge all complaints as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps. We may also ask you for further details if anything is unclear or if additional information is needed to properly understand the issue.
In many cases, straightforward issues can be resolved quickly at this stage, for example by arranging a re-clean, clarifying what was agreed at the time of booking, or offering a practical solution tailored to the situation.
If your complaint cannot be resolved immediately, it will be passed to a senior member of our team for investigation. This may involve:
Reviewing the booking details, job sheets, and cleaning checklists.
Speaking with the cleaners who attended your property.
Reviewing any photographs or evidence you have provided.
Considering our policies, service standards, and any relevant terms and conditions.
We will assess what has happened, whether our service has fallen below our usual standards, and what action is appropriate. During this stage, we may contact you to clarify points or ask additional questions.
Once the investigation is complete, we will provide you with a clear response. This will set out:
Our understanding of your complaint.
The steps we have taken to investigate it.
Our findings and conclusion.
Any actions we will take to resolve the matter.
Possible resolutions may include, where appropriate:
Arranging a re-clean of specific areas.
Offering a partial or full service credit where justified.
Providing a written apology and explanation.
Taking internal action, such as additional training or supervision for staff.
We aim to resolve complaints as quickly as reasonably possible, while ensuring that each case is considered carefully on its own facts.
If you are not satisfied with the outcome of your complaint, you may request a further review. Your complaint will then be reassessed by a more senior manager or an alternative member of our management team who was not involved in the initial investigation, wherever possible. They will review the original complaint, the investigation, the findings, and any new information you may wish to provide.
Following this review, we will write to you again with our final position. At that point, we will explain if there are any further steps available, which may depend on your type of contract and any applicable external schemes or protections you may have chosen.
We aim to acknowledge complaints promptly and to provide a full response within a reasonable timeframe. The exact time may vary depending on the complexity of the issue, the availability of staff involved, and the information required. Where a complaint is likely to take longer to investigate, we will keep you informed of progress and let you know when you can expect an update.
All complaints are handled in confidence and shared only with staff who need to know in order to investigate and respond. We handle all personal information in line with applicable data protection laws and retain complaint records for an appropriate period so that we can monitor performance and learn from feedback.
Your feedback is important to us. Complaints are reviewed regularly to identify trends and areas for improvement in our cleaning services across Twickenham and nearby locations. We may use the information gathered from complaints to:
Update staff training and guidance.
Improve our cleaning procedures and checklists.
Refine our booking, scheduling, and communication processes.
Strengthen quality control and supervision.
By following this Complaints Procedure, we aim to give every customer a clear route to raise concerns and the confidence that any issues will be handled fairly, promptly, and professionally.
Hire our cleaners Twickenham and get the right service for your 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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