Cleaners Camden is committed to providing reliable, high quality cleaning services throughout the local area. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right quickly and improve our services for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
We take all complaints seriously, whether they relate to the standard of cleaning, conduct of staff, timing of visits, or any other aspect of our service. Our aims are to make it easy for you to tell us about a problem, to respond promptly, to investigate fairly and thoroughly, and to learn from any mistakes. We will treat every complaint with respect, and your feedback will never negatively affect any ongoing or future services you receive from us.
A complaint is any expression of dissatisfaction about our cleaning services, whether it is justified or not. This can include issues such as missed appointments, incomplete work, damage to property, concerns about behaviour or professionalism, poor communication, or disagreement about what was agreed. If you are unhappy with any part of our service, please let us know so we can address it.
You may raise a complaint verbally or in writing. Written complaints are usually easier for us to track and respond to, but we understand that some customers may prefer to speak to someone. If you complain verbally, we may ask you to confirm details in writing so that we have a clear record of your concerns.
When making a complaint, it is helpful if you can include the following information: your full name, the address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, and what you would like us to do to resolve the matter. Providing photos, if relevant, can also assist our investigation.
We aim to acknowledge all complaints as quickly as possible. We will normally provide an initial acknowledgement within two working days of receiving your complaint. During this acknowledgement, we will confirm that we have received your concerns and outline the next steps.
We aim to complete our investigation and provide a full response within ten working days. If, for any reason, we need more time to investigate, we will let you know, explain why there is a delay, and give you an updated timeframe for our response.
Every complaint is investigated in an objective and fair way. The person looking into your complaint will gather all relevant information, which may include reviewing work schedules and checklists, speaking to the cleaning team involved, and examining any photos or other evidence you have provided. We may also contact you to clarify details or ask further questions to fully understand your concerns.
We approach each complaint with an open mind and without pre-judging any party. Where appropriate, we may arrange a follow-up visit to inspect the property and assess the standard of cleaning or any reported issues in person.
Once our investigation is complete, we will write to you with our findings and any proposed resolution. Possible outcomes may include a detailed explanation or apology, arranging a return visit to correct issues with the cleaning, offering additional services to make up for shortcomings, or making changes to our processes and staff training.
If we find that we have made a mistake, we will acknowledge this clearly and explain what we will do to put things right and prevent a similar problem from happening again. If we do not uphold your complaint, we will explain the reasons based on the evidence gathered.
If you are unhappy with the outcome of your complaint or the way in which it was handled, you may ask for a review. When requesting a review, please explain why you disagree with our initial response and provide any additional information that you feel is relevant. A more senior member of our team will then reassess your complaint, including the original investigation and decision.
Following this review, we will provide a final response, setting out our conclusions and confirming whether any further action will be taken.
All complaints are handled confidentially and in line with our obligations under data protection laws. Information about your complaint will only be shared with staff who need it to investigate and resolve the issue. We will store records of complaints securely and only for as long as is necessary to manage our services and meet any legal or regulatory requirements.
We view complaints as an important source of feedback and an opportunity to improve. Cleaners Camden regularly reviews complaint records to identify recurring issues, patterns, or areas where our cleaning services, staff training, or communication can be strengthened. Lessons learned from complaints may lead to updates to our procedures, checklists, or quality control processes across the local areas we serve.
We want our complaints procedure to be accessible to all customers. If you need help to raise a complaint, or if you require information in a different format, please let us know. We will make reasonable adjustments to ensure you can share your concerns and receive clear information about how we are dealing with them.
By setting out this complaints procedure, Cleaners Camden aims to give you confidence that any problems will be taken seriously, investigated carefully, and resolved as fairly as possible. Your feedback helps us maintain high standards and deliver dependable cleaning services throughout our service areas.
Cleaning your home or office can be incredibly simple, as long as you hire the right cleaners Camden.
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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