We are committed to providing reliable, high quality cleaning services and take all feedback seriously. This complaints procedure explains how you can raise concerns about our cleaners in the E2 area, what you can expect from us, and the steps we follow to reach a fair and timely resolution.
The purpose of this procedure is to give clients a clear and simple route to raise any dissatisfaction with our cleaning services. It helps us to:
Identify and resolve issues quickly, treat all clients fairly and consistently, improve our training and service standards, and maintain a record of complaints so that we can learn from them.
A complaint is any expression of dissatisfaction about our cleaning services, cleaners, communication, or administration, where you would like a response or resolution. Examples include:
Missed or incomplete cleaning tasks, damage caused during a visit, cleaners arriving very late or not attending, concerns about conduct or behaviour, repeated scheduling or billing errors, and health and safety concerns in connection with our work.
General feedback, suggestions, or minor comments that do not require a response are always welcome but will not usually be treated as a formal complaint unless you ask us to do so.
You can make a complaint in writing or by speaking to a member of our team. We encourage you to raise issues as soon as possible after the service so that we can investigate effectively. When making a complaint, please provide:
Your full name, the property address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, any relevant photos or notes, and how you would like us to put things right.
If the issue relates to an ongoing or regular cleaning arrangement, please also tell us whether it is a one-off problem or something that has happened more than once.
We recommend that complaints about the quality of cleaning are raised within 24 to 48 hours of the visit, so that we can properly review the work completed. Other concerns, such as conduct or administrative issues, should be raised as soon as reasonably possible. We may still consider complaints raised later, but our ability to investigate and resolve them may be more limited.
We aim to resolve most issues at the earliest possible stage. Our process normally follows these steps:
Once we receive your complaint, we will log it in our complaints register. We will acknowledge receipt and confirm that we are investigating. Where possible, we may ask you for further information or clarification so that we fully understand the issue.
A manager or supervisor will review your complaint impartially. This may involve speaking with the cleaner or team involved, checking schedules and job reports, reviewing any photos or notes, and assessing whether our service met the agreed specification and our internal standards.
After the investigation, we will contact you with our findings and explain any action we propose to take. Depending on the circumstances, this may include:
Providing a re-clean of specific areas, assigning a different cleaner or team, offering service credits or partial refunds where appropriate, updating training or supervision for staff, and revising our procedures to prevent similar issues.
We will always aim to respond in clear and plain language, addressing each point you have raised.
If you are not satisfied with our response, you can ask for your complaint to be reviewed by a more senior member of our team. They will re-examine the complaint, the steps already taken, and any new information you provide. We will then give you a final response explaining our position.
We aim to acknowledge all complaints promptly. Our target is to provide a full response within a reasonable period, depending on the complexity of the issue. If we cannot conclude our investigation within our usual timescale, we will let you know and explain the reasons for any delay, along with an updated timeframe.
When handling complaints about our cleaning services, we will:
Treat you with respect and courtesy at all times, keep an open mind and investigate objectively, handle your information sensitively and in line with privacy requirements, focus on resolving the problem rather than placing blame, and use what we learn to improve our services in the E2 area and beyond.
Details of your complaint will only be shared within our organisation on a need-to-know basis for the purpose of investigating and resolving the matter. Information from complaints will be stored securely and retained for an appropriate period in line with our internal policies and applicable data protection requirements.
We aim to be fair and accessible to all clients. On rare occasions, we may consider a complaint unreasonable, for example where it is clearly malicious, persistent without reasonable grounds, or involves abusive behaviour. In these cases, we may decide to limit further contact or bring the complaint process to a close. This will only be done after careful consideration and, where possible, we will explain our reasons to you.
We view complaints as an important source of feedback. By analysing trends and recurring issues, we can strengthen our training, refine our cleaning checklists, and improve communication with clients across the E2 area. Your complaint, handled properly, helps us deliver a better and more consistent service to all customers.
This complaints procedure is reviewed regularly to ensure that it remains clear, fair, and effective. We may update it from time to time to reflect changes in our operations, client expectations, or regulatory requirements. The latest version will always apply to new complaints.
Contact our cleaners E2 company and get the most affordable cleaning prices today. We deliver professional and efficient work anytime you need.
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
(75)