Cleaners Queen's Park is committed to delivering reliable, consistent and professional cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, the standards you can expect from us, and how we work to resolve issues promptly and fairly.
We treat every complaint seriously and use feedback to improve our cleaning services. Our aims are to acknowledge your concern quickly, investigate thoroughly, communicate clearly and resolve matters as soon as possible. We handle all complaints professionally and respectfully, ensuring that your experience is listened to and acted upon.
A complaint is any expression of dissatisfaction about our cleaning services, scheduling, conduct of staff, or communication that requires a response. Examples may include missed or incomplete cleaning tasks, late or missed appointments, concerns about the attitude or behaviour of cleaners, damage to property or belongings, or problems with invoices or payments. If you are unsure whether your concern is a complaint, you are still encouraged to raise it with us so that we can help.
In many cases, issues can be resolved quickly and informally. If you feel comfortable doing so, please raise your concern as soon as possible after the service with your usual point of contact at Cleaners Queen's Park. Wherever we can, we will aim to resolve the matter immediately or within a short period, for example by rectifying missed tasks, rearranging a visit or clarifying any misunderstanding about the agreed service.
If your concern cannot be resolved informally or you prefer a more formal approach, you can submit a formal complaint. When raising a formal complaint, please provide your full name, details of the property where the service was provided, the date and time of the service, a clear description of what went wrong, and any steps already taken to try to resolve the issue. The more detail you provide, the easier it will be for us to investigate and respond thoroughly.
To help us investigate effectively, we ask that you raise complaints as soon as possible after the issue occurs. Complaints about cleaning quality are best raised within 24 to 48 hours of the service, so that we can review the situation while it is still recent. We will acknowledge formal complaints within a reasonable period and aim to provide a full response within ten working days. If we need more time to investigate, we will inform you and explain why.
Once we receive your complaint, we will review the information you have provided and may contact you to clarify details or request additional information. We may also speak to the cleaners involved, review schedules and records, and, where needed, arrange to inspect the property. Our objective is to understand what happened, identify any service failures and consider what action is appropriate to put things right.
After we have investigated your complaint, we will explain our findings and the outcome. Where we find that our service has not met the standards we promise, we will seek to offer a fair remedy. Depending on the circumstances, this may include sending a cleaner back to complete missed work, offering a partial or full re-clean, adjusting an invoice where appropriate, or taking internal action, such as additional staff training or changes to our procedures. If we do not uphold your complaint, we will explain our reasons clearly.
If you are not satisfied with the outcome of your initial complaint, you may request that it be reviewed by a more senior member of the team. When asking for an escalation, please state why you remain dissatisfied and what you would like us to reconsider. A senior staff member will review the original complaint, the investigation and the outcome, and will provide a further written or verbal response. This review will focus on whether the complaint was handled fairly and whether the outcome was reasonable in the circumstances.
We aim to handle all complaints with courtesy and respect, and we expect the same in return. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff, whether cleaners, office staff or management. In serious cases of unacceptable behaviour, we may decide to limit communication channels or, if necessary, end the service relationship. This is to protect our team while still aiming to resolve genuine service concerns wherever possible.
Complaints and comments from clients across the area we serve are an important source of feedback. We regularly review complaint patterns to identify any recurring issues in our domestic and commercial cleaning services. This helps us to refine our training, update checklists, improve scheduling and communication, and maintain consistent cleaning standards for homes and businesses.
All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and resolve your complaint, or where we are legally required to do so. We process any personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for our business and legal obligations.
Cleaners Queen's Park keeps this complaints procedure under regular review to ensure it remains clear, fair and effective for clients using our cleaning services. We may update the procedure to reflect changes in our operations, relevant regulations or industry best practice. The version available on our website will always be the latest version in effect.
By hiring our professional cleaners Queen's Park, you will get the best help for your home or office at incredibly competitive 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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