This complaints procedure explains how clients can raise concerns about our cleaning services in St John’s Wood and how we will respond. Our aim is to deal with any complaint promptly, fairly and professionally, and to use all feedback to improve the quality and reliability of our cleaning work.
We take every complaint seriously, whether it concerns a one-off domestic clean, a regular housekeeping visit, or a specialist cleaning service. We are committed to listening carefully, investigating thoroughly and putting things right wherever possible. We also review complaints regularly to identify patterns and improve our training and procedures.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, or our customer service. This may include, but is not limited to, issues such as:
Cleaning standards not meeting the agreed specification
Missed or late appointments
Concerns about a cleaner’s conduct or professionalism
Damage or suspected damage to property
Concerns about health and safety during the clean
Problems with bookings, payments or communication
You do not need to use the word “complaint” for us to treat your concern as one. If you are unhappy with any aspect of our service in St John’s Wood, we want to hear from you.
You can raise a complaint in writing or by speaking directly to our office team. Please provide as much detail as you can so that we can investigate effectively. Helpful information includes:
Your full name and the property address where the clean took place
The date and approximate time of the clean
The name of the cleaner, if known
A clear description of what went wrong
Any photos or notes that help explain the issue
We encourage you to raise complaints as soon as possible, ideally within 24 to 48 hours of the cleaning visit, so we can assess the situation while it is still recent and easier to review.
Once we receive your complaint, we will follow a clear process:
Acknowledgement: We will acknowledge your complaint and let you know that we are looking into it. Where possible, we will confirm who is handling your case and the expected timescale for our initial response.
Investigation: We will review the details of your complaint, speak to the cleaner or team involved, and, where appropriate, ask for further information or evidence from you. For quality concerns, we may arrange a follow-up visit to the property to inspect the areas in question.
Response: After completing the investigation, we will provide you with a clear response explaining our findings, any steps we have taken, and any proposed resolution. Our aim is to respond in a timely manner, normally within a reasonable number of working days depending on the complexity of the issue.
Where we find that our service has fallen below the standard you should reasonably expect, we will take appropriate steps to put things right. Depending on the situation, this may include:
Providing a corrective clean of the affected areas
Offering a partial or full adjustment to the cleaning fee, where justified
Changing or retraining the cleaner assigned to your property
Implementing additional quality controls or supervision
Where we do not agree that the service was below standard, we will explain our reasoning clearly and openly. Even in such cases, we may still suggest practical steps to improve your experience on future visits.
All complaints are handled in a confidential and respectful manner. Details are only shared with staff who need the information to investigate and resolve the issue. We are committed to treating both clients and cleaners fairly. We will listen to all sides before reaching a conclusion and will not tolerate retaliation or unfair treatment of anyone involved in a complaint.
If your complaint relates to health and safety concerns, suspected damage, or serious misconduct, please tell us this when you first contact us. We will prioritise urgent matters and may take immediate steps such as suspending a cleaner from attending your property while we investigate. In cases involving potential criminal behaviour, we may advise you to contact the relevant authorities.
We view every complaint from our St John’s Wood customers as an opportunity to improve. We regularly review complaints to identify any recurring issues and use this information to:
Improve our recruitment and vetting of cleaners
Enhance our training programmes
Update our checklists, quality controls and supervision
Refine our scheduling, communication and booking systems
By following this complaints procedure, we aim to resolve individual issues promptly and strengthen our overall cleaning service for all customers in the area.
If you remain dissatisfied after we have completed our investigation and provided our response, you can ask for a further review. At this stage, a more senior member of our management team will re-examine your complaint, the steps already taken and any additional information you wish to provide. We will then issue a final response setting out our position and any further actions we can reasonably take.
We want all clients using our cleaners in St John’s Wood to feel confident that any concerns will be listened to and addressed properly. This complaints procedure is designed to ensure that your voice is heard, your issue is investigated fairly, and, wherever possible, a satisfactory outcome is reached. We value your feedback and use it to maintain and improve the quality of our cleaning services.
Book our outstanding cleaners St John’s Wood and get the greatest cleaning help at prices you wouldn't believe.
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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