This complaints procedure explains how clients can raise concerns about any aspect of our cleaning services and how we respond. Our aim is to resolve issues promptly, fairly, and consistently, while using feedback to improve our work across the E14 area and surrounding neighbourhoods.
This procedure applies to all domestic and commercial customers who receive cleaning services from Cleaners E14. It covers complaints about quality of cleaning, punctuality, conduct of cleaners, adherence to agreed specifications, invoicing or charges, and health and safety practices during service delivery.
We treat all complaints seriously, whether they are minor concerns or more significant issues. We encourage clients to raise matters as soon as they arise so they can be addressed quickly and effectively.
Our approach to complaints is based on the following principles:
Accessibility: The process is straightforward and easy to understand for all clients.
Fairness: Each complaint is considered objectively, without bias, and with respect for all parties involved.
Confidentiality: Details are shared only with staff who need the information to investigate and resolve the issue.
Timeliness: We aim to acknowledge and resolve complaints within clear, reasonable timeframes.
Transparency: We explain our findings and decisions, and where appropriate, the reasons a particular outcome has been reached.
If you are dissatisfied with any aspect of our cleaning service, you can raise a complaint in one of the following ways:
Verbally, by speaking to a supervisor or manager on site, or to your regular point of contact.
In writing, providing a clear description of the issue, the date and time of the service, the address where the service was delivered, and the names of any staff involved, if known.
Please include any relevant information that will help us understand the situation, such as photographs of areas you believe were missed, or brief notes describing what happened. The more detail you provide, the easier it will be for us to investigate and respond promptly.
To handle your complaint efficiently, we ask that you provide:
Your full name and service address.
The date and approximate time of the cleaning service concerned.
A clear description of the issue and how it has affected you.
Any supporting evidence, such as photos or notes, if available.
Your preferred outcome, for example a re-clean, clarification on charges, or an assurance that a particular issue will not recur.
Stage 1: Initial Response
We aim to acknowledge your complaint as soon as reasonably possible. At this stage, we will confirm that we have received your complaint, clarify any points if needed, and explain the next steps and expected timeframes.
Stage 2: Investigation
A manager or designated complaints handler will review the information you have provided, speak with any staff members involved, and, where necessary, inspect the site or review job records. During this stage, we may contact you to request further information or to confirm details.
Stage 3: Outcome and Resolution
Once the investigation is complete, we will inform you of the outcome and any actions we will take. These actions may include:
Offering a re-clean of specific areas.
Adjusting an invoice if an error is identified.
Providing additional training or guidance to our cleaners.
Reviewing or updating our internal procedures.
Where we do not uphold a complaint in full, we will explain our reasons and provide any relevant evidence or context.
We aim to acknowledge complaints promptly and to provide a full response within a reasonable period, taking into account the complexity of the matter. Some issues can be resolved on the same day, especially if they relate to a current or recent clean, while more detailed investigations may require additional time.
If we cannot meet the initial timeframe we have given you, we will keep you informed of progress and let you know when you can expect a final response.
If you are not satisfied with the outcome at the first stage, you may request an escalation. In such cases, your complaint will be reviewed by a senior member of staff who was not directly involved in the original investigation.
During escalation, we will:
Reassess the information and evidence provided.
Consider whether the initial decision was fair and reasonable.
Confirm whether any further action is appropriate.
We will then communicate our final position on the matter. This will normally conclude our internal complaints process.
Where a complaint concerns the behaviour or conduct of a cleaner or supervisor, we will handle the matter with particular care. We will speak with the staff member involved, review any relevant records, and, where appropriate, take disciplinary or corrective action in line with our internal policies. To protect privacy, we may not be able to share full details of any measures taken, but we will confirm that the issue has been addressed.
All complaints, whether upheld or not, are recorded and reviewed regularly. This helps us identify patterns, improve training, update procedures, and raise the overall standard of our cleaning services in the E14 area. We value feedback, including negative feedback, as an important part of our continuous improvement.
Information you provide as part of a complaint is handled in line with our data protection responsibilities. We will store complaint records securely, use them only for managing and reviewing complaints, and retain them only for as long as necessary for these purposes and for any applicable legal or regulatory requirements.
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for our clients and staff. Updated versions may be issued when there are changes to our internal processes or to relevant legal or regulatory expectations.
By setting out this procedure, Cleaners E14 aims to give all customers confidence that any concern raised about our cleaning services will be heard, investigated, and responded to in a professional and respectful manner.
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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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