Cleaners Kensington is committed to delivering reliable and professional cleaning services. We understand that, on occasion, things may not go as expected. This complaints procedure explains how you can raise concerns, how we handle them, and what you can expect from us at every stage.
We view all complaints and feedback as an opportunity to review and improve our services. Every complaint is treated seriously, handled respectfully and kept as confidential as possible. We aim to resolve issues quickly, fairly and with minimum inconvenience to you.
A complaint is any expression of dissatisfaction about our cleaning services, our staff or our processes, whether justified or not. This may include, but is not limited to:
Service quality concerns, such as missed areas, damage, or poor standards of work.
Conduct or behaviour of cleaning staff or representatives.
Scheduling issues, lateness or repeated cancellations.
Communication problems, including unclear information or delays in responding.
Issues relating to invoices, charges or payment arrangements.
You can raise a complaint through the following methods:
Verbally, by speaking to a supervisor or manager during or after a visit.
In writing, by sending a detailed description of your issue, including your name, address, service date and any supporting information such as photos or notes.
Through any agreed communication channel you normally use with us, such as written correspondence or a customer portal, if one has been provided to you.
Please provide as much detail as possible so we can investigate thoroughly and respond effectively.
To help us deal with your complaint quickly, please include:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A clear description of what went wrong and when you first noticed the problem.
Names of any staff members involved, if known.
Any evidence that may help us, such as photographs of damage or missed areas.
We will acknowledge your complaint as soon as reasonably possible. In most cases, we aim to:
Acknowledge your complaint within three working days.
Provide a detailed response or update within ten working days, following an internal review.
If the issue is complex and requires more time to investigate, we will inform you of this and give you an updated timescale for a full response.
Once we receive your complaint, we will carry out an internal investigation. This may include:
Reviewing your cleaning schedule, job notes and any relevant records.
Speaking with the cleaning team or supervisor who attended your property.
Inspecting the property where appropriate and agreed with you.
Assessing any photographs, written evidence or information you have provided.
We aim to understand what happened, why it happened, and what we can do to put it right.
Where a complaint is upheld, we will work with you to agree a fair and reasonable outcome. Depending on the nature of the complaint, this may include:
Arranging a re-clean of affected areas.
Offering a partial or full refund where appropriate.
Providing a credit towards future services.
Delivering additional staff training or supervision.
Reviewing and updating our internal procedures to prevent recurrence.
Where a complaint is not upheld, we will explain our reasons clearly and provide any relevant evidence or information that supports our decision.
If you are unhappy with our initial response, you can request that your complaint is reviewed by a senior member of our management team. When doing so, please explain why you are dissatisfied and what outcome you are seeking.
The senior review will look again at your complaint, the steps already taken, and any additional information you provide. You will receive a further written response setting out our final position.
We understand that some complaints may require urgent attention, for example where there is alleged damage to property, a health and safety concern or a serious issue with staff conduct. These complaints will be prioritised and escalated immediately for management review.
Where necessary, we may temporarily suspend services while we investigate a serious matter, to ensure your safety and protect your property.
All complaints are handled in confidence and shared only with those who need to know in order to investigate and resolve the issue. Any personal information you provide will be managed in line with applicable data protection principles. We will not share your details with third parties for marketing purposes as a result of a complaint.
Cleaners Kensington uses information from complaints to analyse trends and identify areas for improvement. We may review procedures, training programmes, supervision methods and quality checks in response to issues raised. Our aim is always to reduce the likelihood of similar problems occurring again and to enhance the overall experience for all customers.
This complaints procedure is available to all existing and prospective clients of Cleaners Kensington. If you require this information in an alternative format or need assistance in making a complaint, please let us know and we will do our best to accommodate your needs.
This procedure is reviewed regularly to ensure it remains clear, practical and effective. We may make changes from time to time to reflect updates in our services, customer expectations or relevant regulations. The most current version of the procedure will always apply to new complaints.
By setting out this complaints procedure, Cleaners Kensington aims to give you confidence that any concerns will be taken seriously, investigated thoroughly and resolved fairly.
Trust our cleaners Kensington to give you excellent services at even more excellent prices! Call us and book the best deal!
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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