This Complaints Procedure explains how customers of Cleaners Westminster can raise concerns about our cleaning services, and how those concerns will be handled. Our aim is to resolve issues quickly, fairly, and transparently, while using all feedback to improve our services across the Westminster area.
Cleaners Westminster takes all complaints seriously, regardless of the size or nature of the issue. We are committed to:
Listening carefully to what has gone wrong from your perspective.
Responding in a timely and courteous manner.
Investigating complaints thoroughly and impartially.
Putting things right where we are at fault.
Using the outcome to improve our cleaning standards and customer care.
A complaint is any expression of dissatisfaction with our cleaning services, staff conduct, communication, or administration, where you would like a response or resolution. Examples include:
Concerns about the quality or consistency of cleaning.
Damage to property allegedly caused during a cleaning visit.
Missed or delayed appointments without reasonable notice.
Unprofessional behaviour or attitude of cleaners or office staff.
Issues with billing, charges, or clarity of information provided.
You can raise a complaint using any standard written or verbal communication method that is convenient for you. When submitting a complaint, please provide as much detail as possible, including:
Your full name and the address where the cleaning was carried out.
The date and approximate time of the incident or service.
A clear description of what went wrong and how it has affected you.
Any relevant supporting information, such as photographs or notes.
Your preferred outcome, for example a re-clean, explanation, or review of charges.
Clear and detailed information helps us investigate and respond to your complaint more effectively.
We encourage customers to raise complaints as soon as possible after the issue arises. This helps us investigate events while information is still recent and accurate. Where possible, complaints should be raised within seven days of the relevant cleaning service. Complaints raised after this period will still be considered, but it may be more difficult to investigate or verify certain details.
Once we receive your complaint, we will follow these steps:
We will acknowledge your complaint within a reasonable timeframe. In our acknowledgement, we may ask for any additional information needed to help us understand the situation fully.
A member of our management or customer care team will review your complaint. This may include:
Speaking with the cleaners or staff involved.
Reviewing schedules, notes, and job records for the relevant date.
Considering any photographs or evidence you have provided.
Assessing whether our policies and standards were followed.
After completing our investigation, we will provide you with a clear response setting out:
Our understanding of the complaint and what we have investigated.
The findings of our review.
Any steps we will take to resolve the issue.
Any measures we will introduce to help prevent similar problems in the future.
Where your complaint is upheld, possible resolutions may include a re-clean of the affected areas, a partial or full credit or adjustment on your account, an apology, or other reasonable remedial actions depending on the circumstances.
We aim to resolve most complaints as quickly as possible. Many straightforward issues can be addressed within a few working days. More complex complaints, such as those involving property damage or multiple visits, may require longer to investigate. If we need additional time, we will keep you informed of progress and provide an estimated timescale for a full response.
If you are not satisfied with the initial outcome or the way your complaint has been handled, you may request that your complaint is reviewed by a more senior member of our team. When requesting an escalation, please set out why you remain dissatisfied and what you feel would be a reasonable resolution.
The senior review will involve a fresh look at your complaint, the evidence, and the actions taken so far. We will then provide you with a final response explaining the outcome of this review and our reasons.
We are committed to treating all customers with respect and courtesy and expect the same in return. While we welcome feedback and criticism, we do not tolerate abusive, threatening, or discriminatory language or behaviour towards our cleaners or office staff. If behaviour becomes unreasonable or abusive, we may:
Limit communication to certain channels or to a single point of contact.
Pause an investigation until communication can be conducted appropriately.
In serious cases, consider terminating ongoing or future cleaning services, in line with our terms and conditions.
Every complaint, whether upheld or not, is reviewed to identify ways we can improve. This may include additional staff training, revisions to our cleaning checklists, better scheduling procedures, or improvements to how we communicate with customers. By following this Complaints Procedure, Cleaners Westminster aims not only to resolve individual concerns but also to maintain and enhance service standards for all customers in the area.
All complaints are handled confidentially. Information will only be shared with those who need to know in order to investigate and resolve the matter. We will handle any personal data involved in a complaint in accordance with applicable data protection requirements and our internal policies.
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. Updates may be made from time to time to reflect changes in our services, internal processes, or relevant regulatory guidance. The version published here represents the current procedure for customers of Cleaners Westminster.
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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 |
*Price excluding VAT
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