This complaints procedure explains how customers can raise concerns about cleaning services and how those concerns will be managed, investigated, and resolved. It applies to all domestic and commercial cleaning work we provide in Watford and surrounding areas.
We aim to provide a reliable and professional cleaning service. If something goes wrong, we want to know about it quickly so we can put it right, learn from the issue, and prevent it from happening again. We treat all complaints seriously, fairly, and confidentially, and we aim to resolve most concerns at the earliest possible stage.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or how we have handled a previous concern. This includes, for example, issues with the quality of cleaning, missed appointments, damage or loss, health and safety concerns, or delays in responding to queries. Feedback that does not require a response is still welcome, but this procedure focuses on situations where a customer is unhappy and wants us to take action or provide an explanation.
We encourage customers to raise issues informally in the first instance, as many concerns can be resolved quickly. In most cases, the best starting point is to speak to the cleaner on site or to the supervisor responsible for your cleaning visit. Please explain clearly what went wrong and what outcome you are seeking, for example a re-clean of specific areas or clarification about what work was included.
Where possible, we will attempt to resolve the issue immediately or within a short timeframe. This might involve arranging a return visit, adjusting future service instructions, or providing further information about the work carried out. If you feel that the issue has not been resolved through this informal step, you may use the formal complaints process outlined below.
If your concern cannot be resolved informally, or if you prefer to escalate the matter straight away, you can make a formal complaint. When submitting a complaint, please provide the following details so we can investigate thoroughly:
Your name and, where relevant, the property address where the cleaning took place.
Dates and times of the cleaning visit or visits concerned.
A clear description of the problem, including any relevant background information.
Details of any conversations already held with our cleaners or office staff about the issue.
Any photographs or supporting evidence, if available, that can help us understand the problem.
Once we receive a formal complaint, we will acknowledge it and start our investigation in line with the stages described below.
Upon receipt of your complaint, we will record it in our internal system and allocate it to a manager for review. We aim to acknowledge formal complaints within a reasonable timeframe and to provide an initial response as soon as practical, taking into account the nature and complexity of the issue.
The manager may contact you to clarify points, ask for further information, or arrange a visit to inspect the property. We will review any relevant schedules, job notes, and staff reports. Where staff are involved, they will be given an opportunity to explain what happened. We will then decide what action, if any, is appropriate and communicate our findings to you.
Depending on our findings, we may offer one or more of the following remedies:
A re-clean of specific areas or a full repeat clean where appropriate.
Changes to future cleaning instructions or schedules to avoid the issue recurring.
Internal training or performance reviews for staff where standards have not been met.
An apology and an explanation of what went wrong and what we are doing to put it right.
Any other reasonable solution agreed between you and the manager handling the complaint.
Our goal is to reach a fair and proportionate outcome that addresses your concerns and maintains confidence in our cleaning services across the Watford area.
If you are not satisfied with the outcome of the initial investigation, you may request that your complaint be reviewed again. In this case, a more senior member of our team, who has not been directly involved in the original decision, will review the complaint, the evidence, and the steps already taken.
The reviewing manager may contact you for more information or to discuss possible alternative resolutions. After this review, we will provide a final response, explaining our decision and any further actions we will take. This final response will normally conclude our internal complaints procedure.
To help us investigate fairly and accurately, we ask that complaints are raised as soon as possible after the incident or service visit, ideally within a short period. Complaints raised a long time after an event may be more difficult to investigate, especially where staff have changed or where properties have since been cleaned again by other providers. While we will always try to be helpful, our ability to resolve older issues may be limited.
We ask that customers providing feedback or making a complaint do so courteously and respectfully. Threatening, abusive, or discriminatory language or behaviour towards our staff will not be tolerated. To assist us in resolving your concerns, please ensure that property access, utilities, and any necessary information are available so that we can carry out inspections or re-clean visits where needed.
All complaints, including those resolved informally, are reviewed periodically to identify patterns and areas for improvement. This may lead to changes in our cleaning checklists, staff training, supervision processes, or customer communication. By sharing your concerns with us, you help us improve the quality and consistency of cleaning services delivered across Watford and the nearby region.
Information you provide as part of a complaint will be handled securely and used only for the purpose of investigating and resolving the issue, monitoring service quality, and meeting any legal or regulatory obligations. We will only share details with those who need them to manage the complaint or to implement necessary changes to our services.
This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective for customers using our cleaning services. Updates may be made to reflect changes in our operations, in industry standards, or in relevant legal requirements. The most recent version of this procedure will always apply to new complaints raised.
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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 |
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