This complaints procedure explains how Cleaners Barnet handles concerns and complaints about our cleaning services. Our aim is to resolve issues quickly, fairly and transparently, while using feedback to improve the quality and reliability of our work for all clients in our service areas.
Cleaners Barnet is committed to providing professional, consistent and trustworthy cleaning services. If something goes wrong, we want to know about it. We will treat every complaint seriously, investigate it thoroughly and respond within reasonable and clearly stated timescales.
We aim to:
Listen carefully to your concerns and understand the issue from your point of view.
Respond promptly and keep you informed at each stage.
Offer a clear explanation, an appropriate remedy where applicable, and steps to prevent similar issues in future.
Use complaints as an opportunity to review and improve our internal processes and staff training.
This complaints procedure applies to all domestic and commercial cleaning services carried out by Cleaners Barnet, including regular maintenance cleaning, one off deep cleans, end of tenancy cleaning, and specialised services offered within our operating areas.
You may use this procedure to complain about:
The standard or outcomes of cleaning work.
The conduct, attitude or reliability of cleaners attending your property.
Scheduling issues such as missed appointments or repeated lateness.
Communication problems or administration errors relating to your booking.
Health and safety concerns linked to the way our services have been delivered.
You can raise a complaint verbally or in writing. While we will always try to help if you speak with us directly, we encourage written complaints where possible so that we can keep a clear record of the issue and our response.
When submitting a complaint, please include:
Your full name and the address where the cleaning service took place.
The date and approximate time of the cleaning appointment.
A clear description of what went wrong and what outcome you are seeking.
Any supporting details that may help us investigate, such as before and after descriptions of the areas concerned.
We recommend raising your complaint as soon as possible after the issue arises, and ideally within 48 hours of the service, so that we can investigate promptly and effectively.
We follow a structured process to ensure that every complaint is handled consistently and fairly.
Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of the management or customer care team. We aim to acknowledge your complaint within three working days, confirming that it has been received and providing an outline of the next steps and expected timescales.
The assigned team member will investigate the issue by reviewing booking records, speaking with the cleaners involved where relevant, and checking any available notes or photographs related to the service. We may contact you to request further information or clarification to ensure we fully understand your concerns.
The complexity of the matter will determine how long this stage takes, but we aim to complete most investigations and provide a substantive response within ten working days of acknowledging your complaint.
After completing our investigation, we will provide you with a clear written response. This will normally include:
A summary of your complaint.
An explanation of our findings.
Any action we have already taken or propose to take.
Any offer of remedy, which may include a re clean, partial refund, or other appropriate resolution depending on the specific circumstances and the terms of our service.
If we find that we were at fault, we will apologise and explain how we will prevent similar issues from happening again.
If you are not satisfied with our response at Stage 3, you may request a further review. In this case, a more senior member of the team will reassess your complaint, the investigation and the decision. They may contact you to discuss the matter in more detail. We will aim to complete this review and provide a final response within ten working days of your request for further review.
We make every effort to meet the timescales outlined in this procedure. In some cases, particularly where a complaint is complex or involves multiple visits or staff members, we may need additional time. If that happens, we will inform you of the delay, explain the reason, and provide a revised timeframe for our response.
All complaints are handled in confidence. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter. We will handle your personal data in line with our data protection practices and only keep records of your complaint for as long as is necessary for legal, regulatory or legitimate business reasons.
We are dedicated to treating all clients with respect and courtesy, and we ask for the same in return. While we understand that complaints can arise from stressful situations, we may limit or refuse communication where behaviour is abusive, threatening or persistently unreasonable. Any such decision will be taken carefully and, where possible, after warning you that your behaviour is becoming unacceptable.
Complaints are an important source of feedback and help us keep our cleaning standards high across the areas we serve. We regularly review complaints data to identify patterns, training needs and opportunities to refine our systems, so that clients receive reliable, professional and consistent cleaning services.
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to all new and ongoing complaints after the date of revision.
Call our cleaners Barnet today and enjoy our high quality and cheap cleaning services provided by the most experienced team.
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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