This complaints procedure explains how Cleaners N1 receives, records and resolves complaints about our cleaning services. Our aim is to handle every concern fairly, promptly and professionally, and to use feedback to improve our services across the local area.
The purpose of this procedure is to provide a clear and accessible process for clients who are dissatisfied with any aspect of our work. It applies to all domestic and commercial cleaning services provided by Cleaners N1 and covers issues such as quality of cleaning, conduct of cleaning staff, scheduling and access problems, and billing or administrative concerns.
We encourage clients to raise concerns as soon as possible so we can resolve them quickly and minimise disruption to your home or business.
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, but is not limited to:
Unfinished or missed cleaning tasks during a visit.
Perceived poor quality of cleaning or failure to follow agreed instructions.
Concerns about the behaviour, professionalism or appearance of cleaning staff.
Damage to property or items during cleaning.
Repeated lateness, missed appointments or scheduling errors.
Issues related to invoicing, pricing or payment arrangements.
Concerns about health and safety conduct while work is being carried out.
Clients can make a complaint in the way that is most convenient for them. You may raise your concern verbally during or after a visit, or submit it in writing. When making a complaint, please provide the following information where possible:
Your full name and the address where the cleaning was carried out.
The date and approximate time of the visit or incident.
A clear description of what went wrong or did not meet your expectations.
Any relevant photographs or notes that support your description.
How you would like us to resolve the issue, if you have a preferred outcome.
Providing full details helps us investigate quickly and accurately, especially where multiple staff or visits may be involved.
We ask that complaints about a specific cleaning visit are raised within 48 hours wherever possible. This allows us to review the work while it is still recent, speak to the cleaners involved and arrange any necessary re-clean or follow-up visit in a timely way. Complaints raised after this period will still be considered, but our ability to verify details and provide practical remedies may be reduced.
When we receive a complaint, we follow a structured process:
First acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. If further details are needed to understand the issue clearly, we will request them at this stage.
Initial review: We will check our records for the relevant booking, the cleaners assigned, and any previous notes or communications related to your service.
Investigation: We may speak with the cleaning staff involved, review task checklists, and consider any evidence you have provided. Where appropriate, we may arrange a visit to inspect the area or work in question.
Outcome and response: Once the investigation is complete, we will explain our findings and any actions we propose to take.
Our goal is to resolve most complaints within 5 to 10 working days, depending on complexity and the availability of staff and clients for follow-up visits.
Depending on the nature and findings of the complaint, possible outcomes may include:
An apology and explanation where service has fallen below our standards.
A partial or full re-clean of specific areas, at no additional cost to you.
Recommendations or changes to the cleaning checklist to better match your expectations.
Additional training or supervision for members of staff.
In serious cases, reallocation of cleaners or removal of particular cleaners from your property.
Where appropriate, adjustments to invoices or other goodwill gestures may be considered. Each case will be assessed individually, taking into account the circumstances and evidence available.
If you believe that our cleaners have damaged property or items during a visit, you should report this as soon as possible. Please provide a description of the item, the nature of the damage and, where possible, photographs. We will carry out an investigation and, if our responsibility is confirmed, we will discuss suitable remedies with you. These may include repair, replacement or another appropriate form of compensation, in line with our terms and conditions.
We expect all parties to remain courteous and respectful throughout the complaints process. Our staff are required to treat every complaint seriously and professionally, and clients are asked to communicate in a calm and constructive manner. Abusive or threatening behaviour may result in services being suspended or terminated.
Every complaint is logged and reviewed to identify patterns or recurring issues. We use this information to improve our training, refine our cleaning checklists and update our operating procedures. Feedback from clients in our service area is an essential part of maintaining high standards and ensuring that our cleaners deliver reliable and consistent results.
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. Any updates will apply to all new and existing clients and will reflect changes in our services, client expectations and best practice within the cleaning industry.
With just one call to our cleaners N1 you can get the best deals around. We are available 7 days a week, so hurry up and get a free consultation with an expert.
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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