This complaints procedure explains how Cleaners Islington manages and resolves concerns about our cleaning services. Our aim is to make it simple, fair and transparent for clients to tell us when something has gone wrong, and for us to put it right quickly wherever possible.
We are committed to listening carefully, investigating thoroughly and responding clearly so that you know what is happening at every stage. Feedback, including complaints, helps us improve the quality and reliability of our cleaning services in the long term.
This procedure applies to all residential and commercial clients who use our cleaning services. It covers complaints about the standard of cleaning, conduct of cleaning staff, punctuality, reliability, communication, invoicing and scheduling issues, or any other aspect of our service delivery.
This procedure does not cover general enquiries, booking changes or routine feedback that does not involve dissatisfaction. Those can be raised directly with our customer support team as part of normal communication. If you are unsure whether your concern is a complaint, contact us and we will guide you.
When handling complaints, Cleaners Islington follows these core principles.
We make it easy for you to complain and explain what you need to do in clear language. We treat every complaint respectfully, without blame or defensiveness. We handle complaints confidentially and only share information where it is necessary to investigate and resolve the issue. We deal with complaints promptly and aim to resolve them at the earliest possible stage. We investigate complaints objectively and listen to all parties involved. We use the insight from complaints to improve our cleaning processes, staff training and overall service.
You can raise a complaint in the way that is most convenient for you. You may speak to a member of our office team, write to us, or raise your concern with a supervisor. If your cleaner is present when you notice an issue, you can mention it to them, but a formal complaint should be directed to our office so that it can be properly recorded and managed.
When making a complaint, please provide as much detail as you can, such as your full name, the service address, the date and time of the cleaning, what went wrong or did not meet your expectations, any relevant photographs or examples, and how you would like us to resolve the matter if you have a preferred outcome.
Where possible, we try to resolve complaints quickly and informally. Once we receive your complaint, a member of our customer support team will acknowledge it and may contact you to clarify details. Many issues can be settled at this stage by discussing what happened and agreeing a practical, immediate solution.
Examples of informal resolutions include arranging a prompt re-clean of specific areas, adjusting a future appointment, clarifying the agreed scope of work or providing guidance to the cleaner to prevent a repeat of the issue. We aim to respond at this stage within a reasonable period, normally within a few working days, depending on the nature of the complaint.
If your complaint cannot be resolved informally, or if you are not satisfied with the initial response, it can be escalated to a formal investigation. At this stage, a more senior member of staff or a manager will review your complaint in detail.
The formal investigation may include checking appointment records, reviewing any photos or notes provided, speaking with the cleaners or supervisors involved and, where appropriate, contacting you to gather further information. We aim to complete formal investigations within a reasonable and proportionate timescale, and we will keep you informed if more time is needed due to complexity.
Once the investigation is completed, we will provide you with a clear response explaining our findings, any actions we will take, and any remedy we are able to offer. Remedies may include a re-clean, partial or full credit for the affected service, service adjustments or additional staff training.
If, after receiving the outcome of the formal investigation, you remain dissatisfied, you may request a further review. This review will be conducted by a senior manager who has not been directly involved in earlier stages, wherever possible.
The purpose of the further review is to consider whether the complaint was handled fairly, whether the investigation was thorough and whether the outcome was reasonable in light of the available evidence. Following the review, we will set out our final position on your complaint and explain the reasons for our decision.
To help us investigate effectively, we encourage you to raise complaints as soon as possible after the issue arises. Complaints made long after an event may be more difficult to investigate fully, especially where staff or schedule details are less clear. However, we will always do our best to understand and address your concerns, even if some time has passed.
All complaints are handled in confidence. Information about your complaint will only be shared internally with staff who need it to investigate and resolve the matter or to improve our services. We manage any personal information in line with relevant data protection principles and retain records only for as long as is necessary for business and legal purposes.
Cleaners Islington values every complaint as an opportunity to identify areas where our cleaning services, systems or communication can be improved. We review complaints periodically to spot recurring issues or trends, and we use these insights to refine our training for cleaners, improve quality control visits and strengthen our customer support processes.
We strive to deliver reliable, high quality cleaning across our service area, and this complaints procedure is a key part of our commitment to accountability, transparency and ongoing improvement.
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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 |
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