This Complaints Procedure explains how customers can raise concerns about the services provided by Cleaners W5 and how those concerns will be handled. We are committed to resolving complaints promptly, fairly, and consistently, and to using feedback to improve our domestic and commercial cleaning services across our service area.
Cleaners W5 aims to provide high standards of service on every visit. If something goes wrong, we want to know about it and put it right quickly. All complaints are treated seriously and confidentially, and are used as an opportunity to review our working methods, staff training, and quality control processes.
We will always aim to:
Respond to your complaint promptly and politely, investigate the matter thoroughly and objectively, keep you informed of progress, and explain our findings and any actions taken to resolve the issue.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or scheduling that requires a response. This may include, but is not limited to:
Concerns about the quality of cleaning carried out at your property, issues with punctuality, missed appointments, or last-minute changes, conduct or behaviour of cleaning staff while on your premises, damage to property or belongings where you believe our team may be responsible, or concerns regarding invoicing, charges, or service descriptions.
General feedback, suggestions, or routine requests for changes to your regular service are not treated as complaints, but we still welcome them and handle them through our standard customer service channels.
You can raise a complaint using any standard communication method you normally use to contact Cleaners W5, such as through our office team or your usual point of contact. Please provide as much detail as possible so that we can investigate thoroughly.
When making a complaint, it is helpful if you include:
Your full name and, where relevant, the business or property name, the address where the cleaning service was carried out, the date and approximate time of the visit or event you are complaining about, a clear description of what went wrong and how it affected you, and any supporting information you consider relevant, such as photos of missed areas or alleged damage or details of previous discussions with our staff about the same issue.
To help us investigate effectively, we ask that complaints about a specific cleaning visit are raised as soon as possible and ideally within 48 hours of the service taking place. This allows us to speak to the staff concerned while events are still recent and to inspect the premises if needed.
Complaints raised after a longer period will still be considered, but the outcome may be affected if we are no longer able to verify the details or inspect the site in its original condition.
Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint, clarify any points that are not clear, and explain the next steps in our investigation process, including indicative timeframes for a full response.
If the matter appears straightforward, we may be able to resolve your complaint at this stage, for example by arranging a re-clean or making a correction to a booking.
For more complex or serious complaints, a manager or suitably senior member of staff will conduct an investigation. This may involve reviewing the booking records and cleaning specifications for your property, speaking with the cleaning operatives who attended, checking any tracking or scheduling information relevant to the visit, and reviewing any photos, notes, or other evidence you have provided.
Where appropriate and by agreement with you, we may also arrange a site visit to your property to better understand the issue and to assess any claimed damage or shortcomings in the cleaning work.
Once our investigation is complete, we will explain our findings to you in clear language. Depending on the nature of the complaint, potential outcomes may include an apology and explanation, a re-clean of part or all of the property at no additional charge, a partial or full credit against your invoice where appropriate, adjustments to future service specifications, time allocations, or staffing, or additional staff training or supervision to prevent similar issues arising.
If we do not uphold your complaint, we will explain the reasons for our decision and the evidence we relied on.
If you are not satisfied with the outcome or how your complaint has been handled, you may request that it be reviewed by a more senior manager. When asking for escalation, please set out why you remain dissatisfied and what outcome you are seeking. The reviewing manager will look again at the case, including the original investigation and response, and may request further information from you or from staff involved before giving a final response.
Information you provide as part of a complaint will be handled confidentially and in line with our data protection responsibilities. Details are shared only with staff who need the information to investigate and resolve your complaint, or to implement any resulting changes to our services.
Cleaners W5 keeps a central record of complaints to help identify patterns, recurring issues, and opportunities for improvement. We regularly review this information as part of our quality assurance processes, which may lead to updated cleaning checklists, revised staff training, improvements in scheduling and communication systems, or changes to our terms of service or customer guidance where needed.
By following this Complaints Procedure, we aim to provide customers throughout our service area with a clear, fair, and reliable way to raise concerns and to ensure that our cleaning services continue to meet high standards.
Book the most trustworthy cleaners W5 service by just calling us today. We always strive for perfection that's why we are the most recommended cleaning company in Ealing.
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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