We are committed to providing reliable, high quality cleaning services in Kingston upon Thames and the surrounding areas. If something goes wrong, we want to know about it so we can put it right quickly and prevent it from happening again. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
We treat all complaints seriously, whether they relate to the standard of cleaning, conduct of staff, communication, scheduling, or any other aspect of our service. Our aims are to acknowledge your concern promptly, investigate it fairly, resolve it as quickly as possible, and learn from every complaint to improve our services across Kingston upon Thames.
A complaint is any expression of dissatisfaction about our cleaning services, however small. This can include issues such as missed tasks, damage to property, lateness or non-attendance, unprofessional behaviour, incorrect invoicing, health and safety concerns, or failure to follow agreed instructions. You do not need to use specific wording; if you tell us you are unhappy with our service, we will treat it as a complaint.
You can make a complaint in the way that is most convenient for you. You may speak to a team member in person, contact our office, or send your concern in writing. Written complaints help us keep a clear record of the issue, but we will respond to complaints made in any form.
When making a complaint, it is helpful if you can provide your name, property address, date and approximate time of the service, a clear description of what went wrong, and any photos or other evidence if relevant. This information will help us investigate more efficiently and resolve matters faster.
Once we receive your complaint, we will log it in our internal system and assign it to a member of our management team. We will acknowledge your complaint as soon as reasonably possible and confirm that it is being investigated. In most cases this acknowledgement will be provided within a short period during normal business hours.
At this stage we may ask you for further information or clarification so that we fully understand your concerns. We may also explain any immediate steps we can take, such as arranging a return visit to rectify the cleaning issue or temporarily adjusting your service while the investigation is ongoing.
Our investigation will depend on the nature of your complaint, but may include reviewing job schedules and checklists, speaking with the cleaners who attended your property, examining photographs or other evidence you have provided, and checking any relevant notes or previous communications.
We aim to complete our investigation within a reasonable timeframe. If the matter is more complex and likely to take longer, we will keep you updated on progress and let you know when you can expect a full response.
Once the investigation is complete, we will contact you to explain our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include an apology, a rectification clean, a review of our cleaning checklist for your property, staff retraining, changes to our procedures, or a partial or full service credit where appropriate.
We will clearly set out what we can do to resolve the issue and, where necessary, agree a plan with you for putting things right. Our intention is to reach a fair and reasonable outcome that reflects the specific facts of your complaint.
If you feel that your complaint has not been resolved satisfactorily at the first stage, you can ask for it to be reviewed. Your case will then be considered by a senior member of our management team who was not directly involved in the original investigation.
The reviewer will look again at the details of your complaint, the steps we took, and the outcome reached. They may contact you for additional information or clarification. Following this review, we will provide you with a final response explaining our position and any further actions we are able to take.
We encourage customers to raise any concerns about cleaning services in Kingston upon Thames as soon as possible, ideally within a short period of the service taking place. Timely reporting allows us to investigate more effectively and, where needed, return to the property while evidence of the issue is still clear.
Although we will consider complaints raised later, it may be more difficult to gather accurate information or verify events. This can affect the type of resolution we are able to offer.
All complaints are handled with respect and without discrimination. Making a complaint will not affect the way we provide services to you in the future. We use information you provide only for the purpose of handling and reviewing your complaint, and we treat your details as confidential within our organisation except where disclosure is required by law.
We also expect our customers to treat our staff with courtesy. Abusive, threatening, or offensive behaviour may limit the ways in which we are able to communicate, but will not prevent us from fairly assessing the substance of your complaint.
Every complaint is an opportunity for us to review and strengthen how we deliver cleaning services across our service area, including Kingston upon Thames. We regularly monitor, analyse, and review complaint trends to identify recurring issues, training needs, or process improvements. Where appropriate, we update our staff guidance, checklists, and quality controls based on what we learn.
By following this complaints procedure, we aim to provide a clear, consistent, and fair approach that gives you confidence in how we respond if something goes wrong, and helps us maintain high standards in all our cleaning work.
Our exppert cleaners Kingston upon Thames are the most professional experts that can help you at any time you call them!
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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