This Complaints Procedure explains how clients in Crystal Palace and surrounding areas can raise concerns about our cleaning services, and how we will handle, investigate, and resolve those concerns. Our aim is to address issues promptly, fairly, and transparently, and to use all feedback to improve our domestic and commercial cleaning services.
We are committed to providing high standards of cleaning and customer care. However, we recognise that sometimes things may go wrong. When that happens, we want to know about it so we can put matters right and prevent similar issues in the future. Every complaint is taken seriously and is treated with respect, confidentiality, and impartiality.
This procedure applies to any dissatisfaction or concern you have about our cleaning services, including but not limited to:
Service quality, such as missed areas, inadequate cleaning, or failure to follow agreed specifications.
Conduct or behaviour of cleaners attending your property.
Scheduling and timekeeping, such as late arrivals or missed appointments.
Damage to property or belongings during a visit.
Communication issues, such as misunderstandings or unreturned messages.
Billing, invoicing, or payment disputes related to our cleaning services.
Whenever possible, we encourage you to raise concerns informally in the first instance. Many issues can be resolved quickly and easily through a conversation. You may speak to the cleaner attending your property at the time of service, or contact our office to discuss your concerns. We will always try to resolve the matter immediately or within a short timeframe.
If you are not satisfied with the outcome of an informal discussion, or if the matter is more serious, you may make a formal complaint. When submitting a complaint, please provide as much detail as possible so we can investigate thoroughly. Useful information includes:
Your full name and the address where the cleaning service took place.
The date and approximate time of the cleaning visit or incident.
A clear description of what went wrong and how it affected you.
Names of any cleaners involved, if known.
Any supporting information, such as photos of damage or notes from conversations.
We ask that complaints are raised as soon as reasonably possible so we can investigate promptly while details are still clear. We recommend that service quality issues are reported within 24 to 48 hours of the clean, and that any concerns about damage are reported as soon as they are noticed.
Once we receive your complaint, we will:
Acknowledge receipt of your complaint and confirm that it is being reviewed.
Provide an initial response within a reasonable time frame, usually within five working days.
Advise you if we need any further information to progress the investigation.
All complaints are investigated fairly and objectively. Depending on the nature of the complaint, our investigation may include:
Reviewing job notes, cleaning schedules, and any service agreements in place.
Speaking with the cleaner or cleaning team involved.
Reviewing photographs or other evidence you have provided.
In some cases, arranging a visit to your property to assess the situation.
We aim to complete our investigation as quickly as reasonably possible. If the matter is complex and requires more time, we will keep you informed of progress and expected timescales.
Following our investigation, we will explain our findings to you and outline any actions we propose to take. Depending on the circumstances, outcomes may include, where appropriate:
Providing a re-clean of the affected areas.
Offering a partial or full refund for the affected service.
Adjusting future cleaning instructions or schedules.
Providing additional training or guidance to the cleaners involved.
Taking appropriate disciplinary action if there has been serious misconduct.
We will always aim to reach a fair resolution that is proportionate to the issue raised.
If you believe that our cleaners have caused damage to your property or belongings, please notify us as soon as possible and do not dispose of or repair the item before we have had a chance to assess it. You may be asked to provide photographs, receipts, or other proof of value. We will review the circumstances carefully and, where appropriate, discuss repair, replacement, or another suitable form of compensation.
All complaints are handled in confidence. Information is shared only with those who need it in order to investigate and resolve the matter. Any personal data you provide in connection with a complaint will be processed in line with relevant data protection requirements and our internal policies.
You will not be treated less favourably for making a complaint in good faith. We value feedback from clients across Crystal Palace and aim to maintain a professional and respectful relationship throughout the complaints process, regardless of the outcome.
We review complaints regularly to identify recurring issues, training needs, and opportunities to improve our cleaning services and customer care. Your feedback is an important part of this process, and we appreciate you taking the time to let us know when our service falls short of your expectations.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and in line with current best practice. We may update it from time to time to reflect changes in our services, internal processes, or legal requirements.
If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us so we can provide further information and assistance.
Cleaners Crystal Palace are the best around so don't waste time and call us to save money!
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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