Cleaners Brompton is committed to providing reliable and professional cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right promptly and improve our services for the future. This complaints procedure explains how to raise a concern, how we handle complaints, and the standards you can expect from us.
We take all complaints seriously and handle them in a fair, transparent and timely manner. Our aims are to:
Listen carefully to your concerns and understand the issue from your point of view.
Investigate what went wrong and why.
Provide a clear explanation and, where appropriate, offer suitable remedies.
Use feedback to improve our cleaning services across the area we cover.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our conduct at your property, or our communication and administration. Examples include:
Concerns about the quality or completeness of a clean.
Issues relating to timekeeping, attendance, or missed appointments.
Concerns about staff behaviour, professionalism or conduct.
Disputes about agreed work, pricing, or service terms.
Any situation where you feel we have not met the level of service you reasonably expected.
You can make a complaint in writing or verbally. While we accept verbal complaints, we encourage written complaints where possible, as this helps to avoid misunderstandings and allows us to review all details carefully. Please include the following information when raising a complaint:
Your full name and the address where the cleaning service took place.
The date and approximate time of the service concerned.
A clear description of what went wrong and how it has affected you.
Any steps you have already taken to try to resolve the issue informally.
Any photos or notes that you believe are relevant, if available.
To help us investigate complaints effectively, we ask that you contact us as soon as possible after the issue arises. For cleaning quality concerns, we recommend that complaints are raised within 48 hours of the service, as this allows us to inspect, understand the situation clearly, and, where appropriate, arrange a re-clean or other remedy.
In many cases, issues can be resolved quickly and informally. If you are dissatisfied with a recent clean or interaction, please raise the matter as soon as you can with the person you usually communicate with at Cleaners Brompton. At this stage we will:
Listen to your description of the problem and clarify any details.
Review our service notes and any relevant communication.
Offer an explanation and, if appropriate, propose an immediate solution, such as a re-clean of specific areas or another suitable remedy.
If you remain unhappy after this informal response, you can escalate your complaint as a formal complaint.
If an issue cannot be resolved informally, or you feel it is serious enough to require a formal investigation, your complaint will be logged and handled under our formal complaints process. When we receive a formal complaint, we will:
Acknowledge receipt of your complaint and confirm that it is being investigated.
Review all relevant information, including cleaning schedules, checklists, staff reports and any evidence you have provided.
Contact you if we need further information or clarification.
Speak to the cleaning staff or supervisors involved, where relevant.
We aim to acknowledge all formal complaints within a reasonable period of receiving them. We will then carry out a thorough review and aim to provide a full response within a set timeframe. If, due to the complexity of the matter, we require more time, we will let you know and give an indication of when you can expect a full reply. Throughout the process we will keep you informed of progress.
Once our investigation is complete, we will write to you with our findings. Our response will include:
A summary of your complaint and the issues considered.
Details of the investigation carried out.
Our conclusion on whether your complaint is upheld, partially upheld, or not upheld.
Any actions we will take to resolve the matter.
Possible remedies may include a re-clean of all or part of the property, a goodwill gesture, a partial refund where appropriate, changes to how we schedule or deliver services in your area, or additional staff training.
If you are not satisfied with our formal response, you can ask for your complaint to be reviewed again, providing reasons why you are unhappy with the initial outcome. A different senior person within Cleaners Brompton will review the original investigation, along with any new information you provide, to ensure that your complaint has been handled fairly and thoroughly.
To help us resolve complaints effectively, we ask customers to:
Provide accurate and complete information about the issue.
Raise concerns as soon as reasonably possible after the service.
Allow us reasonable access to the property if an inspection is necessary.
Communicate with our staff courteously, just as we are required to treat you with courtesy and respect.
All complaints are handled in confidence. Information about your complaint will only be shared with those who need it to investigate and respond appropriately. We handle all personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.
We value all feedback, including complaints, as it helps us improve our cleaning services across the local area we serve. We regularly review complaint trends to identify any recurring issues and take proactive steps such as updating procedures, enhancing staff training, improving communication, or adjusting service schedules.
Cleaners Brompton may update this complaints procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The version available on our legal information pages will always be the most current. We encourage you to review it periodically if you use our services on a regular basis.
Our affordable services are ideal for giving your home or office a makeover on a budget. Simply hire our cleaners Brompton and get excellent results in no time.
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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