Cleaners Barnes is committed to providing reliable, high quality cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns about our services and how we will work with you to resolve them quickly, fairly, and transparently.
We view all complaints as an opportunity to improve our services and maintain high standards for our clients. When you submit a complaint, we will:
Listen carefully to your concerns, treat you with respect, and take your complaint seriously. Aim to resolve straightforward issues as soon as possible, ideally within the first point of contact. Thoroughly investigate more complex matters and keep you informed about progress and outcomes. Use the feedback gained to review our cleaning procedures, training, and quality controls.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have handled a previous enquiry or concern. This could include issues such as:
Cleaning standards that you feel do not meet the agreed specification or expectations. Missed or late appointments, or cleaners leaving earlier than scheduled. Concerns about conduct, behaviour, or professionalism of any member of our team. Problems with how your booking, schedule, or payment was managed. Any other matter where you feel we have not met our usual level of service.
You can raise a complaint through your usual method of contact with us or by writing to our office. When submitting a complaint, please include as much detail as possible so we can investigate effectively. Useful information includes:
Your full name and, if applicable, the name under which the cleaning appointment was booked. The property address where the cleaning took place. The date and time of the visit or the period the issue relates to. A clear description of what went wrong and how you were affected. Any steps already taken with a cleaner or member of our staff to address the issue.
Once we receive your complaint, we will acknowledge it and review the information provided. For less complex issues, such as a missed task or a minor service concern, we will aim to resolve the matter promptly. This may include:
Offering to return to the property to rectify outstanding work. Arranging a follow up clean to address specific areas you are unhappy with. Providing clear feedback to the cleaning team and updating any job notes for future visits. Offering an explanation of what went wrong and how we will prevent a recurrence.
Where possible, we aim to provide you with an initial response within a reasonable timeframe, taking into account the nature of the complaint.
If your complaint is more serious, complex, or cannot be resolved at the first point of contact, it will be escalated for further investigation. This stage may involve:
Reviewing appointment records, schedules, and cleaning checklists. Speaking with the cleaners or supervisors involved in providing the service. Considering any photos, notes, or other evidence you may have supplied. Assessing whether our internal standards and procedures were followed correctly.
On completion of the investigation, we will provide you with a clear outcome. This will include a summary of our findings, any corrective action taken, and any steps introduced to improve our service in the future. Where appropriate, we may offer a remedy such as a corrective clean or a suitable service adjustment.
If you are not satisfied with the outcome of our investigation, you may request a further review. At this stage, your complaint will be reconsidered by a senior member of our management team who has not been directly involved in the original handling of the matter.
During this review, we will reassess the information available and may contact you for additional clarification. We will then provide a final response, setting out our position, any further steps we can reasonably take, and any learning points we have identified.
We aim to deal with all complaints as promptly as possible. While exact timescales can vary depending on complexity, our general aim is to:
Acknowledge receipt of your complaint within a reasonable period. Provide an initial response or update once we have reviewed the basic details. Conclude investigations and issue a more detailed response within an appropriate timescale, considering the nature and seriousness of the complaint.
If we cannot provide a full response within our usual timeframe due to the need for further investigation, we will keep you informed about progress and expected timescales.
All complaints are handled confidentially. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We handle all personal data in accordance with applicable data protection requirements, and we will retain complaint records only for as long as necessary for legal, regulatory, and quality assurance purposes.
We recognise that honest feedback is essential for maintaining high standards in our cleaning work. We review complaints regularly to identify patterns or recurring issues. Where necessary, we may:
Update our cleaning checklists and procedures for domestic and commercial work. Provide additional training or guidance to cleaning teams. Improve communication around bookings, access arrangements, and job instructions. Adjust our quality control checks for properties in our regular service areas.
By following this complaints procedure, we aim to respond fairly and constructively to any concerns you raise about Cleaners Barnes, and to maintain the trust and confidence of all our clients.
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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 |
*Price excluding VAT
*Minimum charge apply
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