This complaints procedure explains how customers of Cleaners Finsbury Park can raise concerns and how those concerns will be handled. It applies to all clients using our domestic, commercial and end of tenancy cleaning services in and around the Finsbury Park area. Our aim is to make the process clear, fair and efficient so that any problems are resolved as quickly as possible.
We are committed to providing reliable, high quality cleaning. If something goes wrong, we want to know about it and put it right. Every complaint is taken seriously, investigated thoroughly and used as an opportunity to improve our services. You will always be treated with respect and your information will be handled confidentially and in line with applicable data protection requirements.
A complaint is any expression of dissatisfaction with our cleaning services, our cleaners, or our administration that requires a response. This can include issues such as missed areas during a clean, damage to property, lateness or non-attendance, conduct of staff, or concerns about invoicing and payments. General feedback, suggestions and compliments are always welcome but are not treated as complaints unless you specifically ask us to handle them that way.
You can raise a complaint in writing or verbally. For the most effective response, we recommend submitting your complaint in writing with clear details of what went wrong. When making a complaint, please include the following information so that we can investigate promptly:
The date of the clean and approximate time of the appointment. The address where the service was carried out. A description of what happened and why you are dissatisfied. Any relevant photographs or evidence, for example of missed areas or damage. Details of any discussions you have already had with our cleaners or office team about the issue.
Complaints should be raised as soon as reasonably possible, and normally within a short time of the service taking place. This helps us to gather accurate information and resolve the matter more effectively.
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, give you the name or role of the person who will be dealing with it, and outline the next steps and expected timescales. Where possible, we will try to resolve straightforward issues immediately when you first contact us, particularly in cases such as a minor missed area during a regular clean.
For complaints that require further investigation, we will review all relevant information carefully. This may include speaking with the cleaners who attended your property, checking schedules and job records, reviewing any images or evidence you provide, and, if appropriate, arranging a follow-up visit to review the issues on site. We aim to complete most investigations within a reasonable period, depending on the complexity of the complaint and the availability of everyone involved.
When the investigation is complete, we will explain our findings and confirm the outcome. Where we find that our service has fallen below the standards we set for ourselves, we will offer a suitable remedy. This may include a re-clean of the affected areas, a partial or full credit or adjustment on your invoice, practical steps to prevent the same issue happening again, or additional training or guidance for our cleaning staff.
If we do not uphold the complaint, we will give you clear reasons based on the evidence available. Our aim is always to be fair, transparent and consistent, whether the complaint is upheld in full, in part, or not upheld.
If you are not satisfied with the initial response or proposed resolution, you may request that your complaint is reviewed at a higher level within our company. When you ask for an escalation, please explain why you remain dissatisfied and what outcome you are seeking. A more senior member of our team will then review the handling of your complaint, the evidence considered, and the decision made, and will provide a further response.
We encourage clients to raise any concerns as soon as possible after a clean so that we can act quickly. In many cases, particularly for regular cleaning arrangements, issues can be resolved before the next scheduled visit, helping to maintain a good long term service. While a complaint is being investigated, we will normally continue to provide scheduled cleaning services unless you specifically ask to pause or cancel future visits in line with your service agreement.
All complaints are handled with discretion. Information about your complaint will be shared only with those who need it to investigate and resolve the matter. We will store records of complaints securely and only for as long as necessary to manage our services, meet legal and regulatory requirements and monitor the quality of our work.
Every complaint helps us review and strengthen our cleaning standards, staff training and communication with clients. We regularly review patterns and recurring issues so that we can update our procedures and processes. Our goal is to provide reliable, professional cleaning services to customers in the Finsbury Park area and to deal with any concerns promptly, fairly and constructively.
We provide high quality and expert cleaners Finsbury Park services at extremely low prices, so don't hesitate to give us a call today.
Price List
| Carpet Cleaning | £ 55 |
| Upholstery Cleaning | £ 55 |
| End of Tenancy Cleaning | £ 95 |
| Domestic Cleaning | £ 13.50 |
| Regular Cleaning | £ 13.50 |
| Office Cleaning | £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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