Cleaners Canary Wharf is committed to delivering reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, clients may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
We aim to resolve all complaints fairly, consistently and as quickly as possible. Every concern is treated seriously and used as an opportunity to improve our cleaning services, supervision, training and communication with clients across our service area.
All complaints are handled confidentially and in line with applicable laws and good practice. We will always treat you with respect and expect our team members to be treated in the same way.
A complaint is any expression of dissatisfaction about our cleaning services, administration, conduct of our cleaners, or the way we have handled a previous enquiry. Examples include issues with cleaning standards, punctuality, conduct on site, service reliability or the way a booking or payment has been managed.
You do not need to use specific wording or refer to this procedure for your concern to be treated as a complaint. If you tell us you are unhappy with our service and want us to put something right, we will follow this process.
You can raise a complaint in the way that is most convenient for you. You may speak to a supervisor or office representative, or write to us with full details of your concern. Please provide the following information where possible so we can investigate effectively:
The date and approximate time of the service, the address where the service took place, a description of what went wrong, the names of any cleaners involved if known, and what outcome you are seeking, such as a re-clean or an explanation.
We encourage you to raise any problem as soon as possible after the service. Reporting issues promptly makes it easier for us to investigate and resolve them quickly.
When we receive your complaint, we will log it and acknowledge it. We will aim to provide an initial acknowledgement within a reasonable timeframe on normal working days.
At this stage we may ask you for further information or clarification if needed to properly understand your concern. In many cases, straightforward issues can be resolved at this first stage, for example by arranging a return visit, partial refund where appropriate, or by providing a clear explanation.
If your complaint cannot be resolved immediately, it will be passed to a manager for a more detailed review. The manager will:
Review your booking and service records, speak with the cleaners or supervisors involved, assess any notes, photographs or other information you have provided, and consider whether our policies and cleaning standards were followed.
We will aim to complete this investigation within a reasonable period, depending on the complexity of the issue and the availability of those involved. If we need more time, we will keep you informed of our progress.
Once the investigation is complete, we will inform you of the outcome and any steps we propose to take. Possible outcomes may include:
A clear explanation of what happened and why, a re-clean of the affected areas where appropriate, corrective action such as additional training or supervision of cleaners, amendments to our internal processes or checklists, or a financial gesture where this is justified and in line with our policies.
We will explain the reasons behind our decision and how it was reached. If you remain dissatisfied, you may ask for a further review as outlined below.
If, after receiving our outcome, you believe your complaint has not been handled fairly or thoroughly, you can request a further review by a senior member of our management team who has not been directly involved in the original investigation.
The senior manager will re-examine the complaint, the investigation steps taken and the decision reached, and may contact you to discuss your concerns in more detail. Following this review, the senior manager will issue a final response.
We encourage clients to raise complaints as soon as possible and ideally within a short time after the cleaning service. Complaints raised after a long delay may be more difficult to investigate fully, as staff may have changed and records may be less detailed. However, we will always consider the circumstances and do what we reasonably can to review the matter.
All complaints are treated with discretion. Information is shared internally only with those who need it to investigate and respond. We handle any personal information in accordance with applicable data protection requirements and our internal policies.
Every complaint and piece of feedback is reviewed so we can identify recurring issues, trends or areas where we can improve. Outcomes from complaints may lead to additional staff training, changes in cleaning products or equipment, updates to checklists and quality controls, or improvements to our communication and booking processes.
By following this complaints procedure, Cleaners Canary Wharf aims to maintain high standards across our cleaning services and to build long-term, trusting relationships with clients throughout our service area.
By choosing to book one of our cleaners Canary Wharf services you will receive top-notch assistance at incredibly competitive prices.
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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