This Complaints Procedure explains how customers can raise concerns about our cleaning services and how we handle, investigate, and resolve those concerns. Our aim is to provide a clear, fair, and transparent process so that any issues are addressed promptly and professionally.
We strive to deliver consistent, high-quality cleaning services across Bow and the surrounding areas. If we fall short of your expectations, we want to know. Every complaint is treated seriously, whether it relates to domestic cleaning, end of tenancy cleaning, commercial cleaning, or any other service we provide.
We are committed to:
Listening carefully to your concerns.
Investigating complaints fairly and thoroughly.
Responding within reasonable timescales.
Using feedback to improve our services and staff training.
Any customer who has used our cleaning services in Bow or nearby areas can make a complaint. This includes tenants, landlords, homeowners, letting agents, and business clients who have engaged us directly.
You can raise a complaint in writing. Please include the following information so we can investigate effectively:
Your full name and, if relevant, your company or property management details.
The address where the cleaning service took place.
The date and approximate time of the service.
A clear description of what went wrong and how it affected you.
Any supporting information that may help, such as photographs, inventory reports, or details of conversations with our staff.
If your issue is urgent, please indicate this so we can prioritise our response as appropriate.
For the most effective resolution, we ask that you raise any complaint as soon as possible after the service has taken place. In most cases, complaints should be submitted within 7 days of the clean. This helps us investigate while details are still fresh and, where applicable, arrange a prompt revisit.
Our complaints process is designed to be straightforward and transparent. It has three main stages.
Once we receive your complaint, we will acknowledge it in writing. We will normally do this within a reasonable time frame. During the initial review we will:
Log your complaint in our internal system.
Confirm we have received all the information needed to proceed.
Assign a member of our team to handle your case.
If we need more details, we may contact you to clarify aspects of your complaint or to request additional evidence.
The designated team member will conduct a fair and impartial investigation. Depending on the nature of the complaint, this may include:
Reviewing booking records, job sheets, and staff notes.
Speaking to the cleaning team or supervisor who attended the property.
Reviewing any photographs, check-out reports, or inventories you have provided.
Comparing the service delivered with the agreed scope of work.
We aim to complete our investigation within a reasonable period of time, depending on the complexity of the issue. Throughout this process, our focus is on understanding what happened and identifying the most appropriate resolution.
When the investigation is complete, we will write to you with our findings and proposed resolution. Possible outcomes may include:
Arranging a re-clean of the affected areas, where appropriate and feasible.
Providing guidance or corrective training to the staff involved.
Making changes to our internal processes to prevent a recurrence.
Offering another form of resolution, where justified by the circumstances.
We will explain the reasons for our decision and how we reached our conclusions, based on the evidence available and the terms of the agreed service.
If your complaint relates to health and safety, such as damage that poses a risk, unsafe practices, or a serious incident at your property, please make this clear when you contact us. We will prioritise such cases and may take immediate steps to address any potential risks.
To help us handle complaints effectively, we ask that customers:
Provide accurate and complete information about the service and the problem experienced.
Allow reasonable access to the property if a revisit or inspection is required.
Communicate respectfully with our staff at all times.
Understand that some issues may be subject to the limitations of the service booked, such as the condition of the property before we arrive or restrictions agreed in advance.
Complaints are an important source of feedback. We regularly review complaint records to identify patterns, training needs, and opportunities to improve our cleaning services in Bow and the surrounding areas. This may include updating checklists, refining our booking procedures, or providing additional supervision for certain types of work.
All complaints are handled in line with our data protection obligations. Information you provide is used solely for the purpose of managing your complaint, improving our services, and meeting legal or regulatory requirements where applicable. We will not share your personal details with third parties unless required by law.
We review this Complaints Procedure periodically to ensure it remains clear, fair, and effective for customers using our cleaning services in Bow. Updates may be made to reflect changes in best practice, customer expectations, or internal processes. The version published here is the most current and replaces any previous versions.
If you are searching for trusted cleaners Bow, you are in the right place. We will pleasantly surprise you with our revolutionary low cost.
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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