This complaints procedure explains how you can raise a concern about our cleaning services and how we will handle your complaint. Our aim is to provide a clear, fair and timely process for resolving any issues that may arise when you use our cleaning services in Elephant and Castle and the surrounding areas.
We are committed to delivering reliable, high quality cleaning. If you are unhappy with any aspect of our service, we want to know. Your feedback helps us put things right and improve our standards. We will always treat your complaint seriously, handle it respectfully and aim to resolve it as quickly as possible.
A complaint is any expression of dissatisfaction about our cleaning services, staff, communication or how we have managed your booking or account. This may include issues such as the quality of cleaning, missed or late appointments, behaviour or conduct of cleaning staff, damage concerns, invoicing or payment issues and communication problems or delays.
You do not need to mention the word complaint for us to treat your concern as one. If you tell us you are unhappy with our service, we will record and manage your concern in line with this procedure.
You can raise a complaint using any standard method of communication you normally use with us. When you contact us, please provide your name, the service address, the date and approximate time of the service, a clear description of what went wrong and what outcome you are seeking. The more detail you can provide, the easier it is for us to investigate and resolve the matter.
At the first stage, we aim to resolve most complaints quickly and informally. Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where possible, the person who first receives your complaint will try to resolve it directly with you. We may ask for further details, including photographs or other information, if this will help us understand the issue more clearly.
If the complaint relates to the work of a specific cleaner or team, we will review the relevant records, schedules and any notes from the visit. Our focus at this stage is to understand what happened and find an immediate and practical solution where possible, such as arranging a re-clean of the affected areas, adjusting future cleaning instructions or agreeing another appropriate remedy.
If your complaint cannot be resolved at the initial stage, or if you are not satisfied with the first response, you may request a formal investigation. At this point, a manager or senior member of staff will review your complaint in more depth. They may contact you for more detailed information, speak to the staff involved, review any relevant documentation and consider whether our policies and procedures have been followed.
Following this investigation, we will provide a clear written outcome. This will usually explain the findings of the investigation, any steps we have taken or will take to put things right, any service improvements or staff training actions identified and, if applicable, any offer of compensation or other remedy considered appropriate.
We aim to acknowledge complaints promptly and resolve them as soon as reasonably possible. Straightforward issues are often resolved within a few working days at the initial stage. More complex complaints that require a formal investigation may take longer. If we need additional time, we will keep you informed of our progress and let you know when you can expect a full response.
Throughout the process, we will keep you updated using your preferred method of communication where this is practical. We will let you know when we are investigating, when we need further information and when we have reached an outcome. Our aim is to ensure that you always know what is happening with your complaint and when you can expect to hear from us again.
Depending on the nature of the complaint and our findings, outcomes may include a re-clean of specific areas, changes to how we deliver your ongoing cleaning services, additional training or guidance for our cleaners, revisions to our internal procedures and, where appropriate, a financial or service-based gesture. We will always seek a fair and proportionate resolution that takes account of the circumstances and the impact on you.
If you remain dissatisfied after the formal investigation and outcome, you may request a further review. A different manager or senior representative will look at how your complaint was handled and whether the outcome was fair and reasonable. They will not simply repeat the original investigation, but will instead focus on whether the process was followed correctly and whether any relevant information may have been overlooked.
Every complaint is an opportunity for us to improve. We regularly review complaint records to identify patterns, recurring issues or areas where our cleaning services in Elephant and Castle and nearby locations can be strengthened. This may lead to changes in staff training, supervision, quality checks, equipment, products used or how we schedule and manage bookings.
All complaints are handled in confidence. Information is only shared internally with those who need it to investigate and resolve your concern. We handle all personal data in line with our privacy practices and applicable data protection requirements. Complaint records are stored securely and retained for an appropriate period to help us monitor performance and respond to any follow up queries.
Our goal is always to work with you to reach a fair solution. By raising any concerns promptly, providing clear information and allowing us a reasonable opportunity to investigate, you help us resolve matters efficiently. In return, we will handle your complaint respectfully, listen carefully to your perspective and take appropriate steps to address any problems with the cleaning services you receive.
Best value for money cleaners Elephant and Castle services that you can book at any time!
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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