Cleaners Greenwich is committed to providing reliable, high quality cleaning services to homes and businesses in our local area. We also understand that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
We take all complaints seriously and use them as an opportunity to improve. Every concern raised is treated with respect, confidentiality and fairness. We aim to resolve issues as quickly as possible, keep you informed throughout the process, and ensure you receive a clear explanation of any decisions made.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or the way your booking has been handled. This may include, but is not limited to, concerns about the quality of cleaning, missed or late appointments, conduct or behaviour of staff, damage to property, or administration and billing issues.
You do not need to use any specific language to make a complaint. If you tell us you are unhappy and want us to put something right, we will treat this as a complaint.
You can make a complaint in any way that is convenient for you, including in writing or by speaking to us. If you raise your concern directly with a cleaner on site, they will pass the details to a supervisor or office-based manager for follow up.
To help us investigate your complaint efficiently, please provide as much information as you can, such as your name, service address, date and time of the clean, a clear description of the issue, any relevant photos, and how you would like us to resolve the matter where possible.
Once we receive your complaint, we will log it in our internal system. We aim to acknowledge complaints promptly, usually within two working days. The acknowledgement will confirm that we have received your complaint, who will be responsible for handling it, and the likely timescale for our response.
In some straightforward cases, we may be able to resolve the matter immediately when you first contact us. If this happens, we will confirm the agreed resolution with you so that there is a clear record.
For complaints requiring further investigation, a supervisor or manager will review your case. This may include speaking to the cleaner or team involved in providing your service, checking any relevant schedules or reports, and, where appropriate, asking for further information from you.
We aim to provide a full response to most complaints within ten working days of acknowledgement. If the matter is particularly complex or we need more time to investigate, we will let you know, explain the reasons for the delay, and provide an updated timescale.
Our written response will set out a summary of your complaint, details of our investigation, our findings and any actions we propose to take. Where we do not uphold a complaint in full, we will provide a clear explanation of how we reached our decision.
Where we find that our service has fallen below the standards we aim to deliver, we will seek to put things right in a fair and proportionate way. Depending on the circumstances, this may include offering a re-clean of the affected area, making adjustments to your booking, reviewing our internal processes or staff training, or offering another appropriate remedy.
Any remedy offered will take into account the nature of the issue, the impact on you, and what is reasonable in the context of domestic or commercial cleaning services.
If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed at a higher level. Your case will then be escalated to a senior member of our team who was not directly involved in the original decision.
When requesting an escalation, please explain why you are unhappy with the first response and what you would like us to reconsider. The senior reviewer will look again at all the available information, and may contact you for clarification or further details if needed.
We aim to provide a final response to escalated complaints within ten working days. This response will either uphold the original decision, vary it, or propose an alternative resolution. The final response at this stage will normally conclude our internal complaints process.
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve your concern, or where we are required to share details for legal or regulatory reasons. We handle personal information in line with relevant data protection requirements and our internal policies.
We keep records of complaints and their outcomes so we can monitor any recurring issues and identify areas for improvement. Trends and lessons learned from complaints are reviewed by management and used to update training, procedures and quality checks. This supports our aim to deliver consistent, reliable cleaning services across our service area.
We understand that complaining can be stressful, and we will always treat you with courtesy and respect. In return, we ask that you treat our team members in the same way. We may bring a conversation to a close if a customer behaves in a threatening, abusive or discriminatory manner, but this will not affect our commitment to considering the substance of a genuine complaint.
This complaints procedure is available to all customers of Cleaners Greenwich and can be provided in different formats on request. If you need help to make a complaint or to understand this procedure, please let us know and we will do our best to assist you.
By setting out a clear and transparent complaints process, we aim to resolve issues promptly and fairly, maintain trust with our clients, and keep improving the quality of our cleaning services.
Book our outstanding cleaners Greenwich company. Our experts will clean your property at a price that won’t cost any budget.
Price List
| Carpet Cleaning | £ 55 |
| Upholstery Cleaning | £ 55 |
| End of Tenancy Cleaning | £ 95 |
| Domestic Cleaning | £ 13.50 |
| Regular Cleaning | £ 13.50 |
| Office Cleaning | £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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