Cleaners Notting Hill is committed to providing reliable, high quality cleaning services. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and the steps we take to achieve a fair and timely resolution.
We aim to handle every complaint respectfully, transparently and efficiently. When you contact us with a concern, we will listen carefully, investigate thoroughly and keep you informed throughout the process. Your feedback is important in helping us maintain and improve cleaning standards across our service area.
This procedure applies to complaints related to cleaning services delivered by Cleaners Notting Hill, including but not limited to domestic cleaning, end of tenancy cleaning, regular housekeeping and one-off deep cleans. It covers issues such as the quality of cleaning, conduct of cleaners, adherence to agreed schedules, and any aspect of the service that does not meet your reasonable expectations.
If you are unhappy with any part of our cleaning service, we encourage you to raise the issue as soon as possible so that we can address it promptly. Providing details shortly after the service allows us to investigate effectively and, where necessary, put things right quickly.
When submitting a complaint, please include the following information so we can assist you efficiently:
Your full name and, if applicable, the name on the booking
The service address
The date and approximate time of the cleaning visit
A clear description of the issue or concern
Any supporting information, such as photos of missed areas or damaged items, where relevant
If you are comfortable doing so, please also tell us how you would ideally like the matter resolved, for example a re-clean, clarification, or another form of remedy.
Upon receiving your complaint, we will log it in our internal system and begin an initial review. Our goal is to acknowledge your complaint within a reasonable timeframe and to let you know that it is being investigated. In some cases, we may contact you to request additional information or clarification so that we fully understand your concerns.
Where appropriate, we will also speak with the cleaners involved and review any relevant records, such as booking details, service notes and checklists, to build an accurate picture of what happened.
We aim to resolve most complaints at the earliest possible stage. Once we have completed our investigation, we will contact you to explain our findings and discuss the outcome. Depending on the nature and seriousness of the issue, possible resolutions may include:
Offering a re-clean of the affected areas, where appropriate
Providing guidance or additional training to the cleaners involved
Adjusting internal processes or checklists to prevent a similar issue from occurring again
Providing another reasonable remedy, to be agreed between you and Cleaners Notting Hill
Our priority is to reach a solution that is fair and proportionate to the circumstances and to ensure you feel that your concerns have been listened to and taken seriously.
We will make every reasonable effort to handle your complaint promptly. While actual timeframes may vary depending on the complexity of the issue, we aim to carry out our investigation and provide a response within a fair period. Where a complaint requires more detailed investigation, we will keep you informed of our progress and advise you if we need more time.
If you are not satisfied with the way your complaint has been handled or with the proposed resolution, you may ask for your complaint to be reviewed at a higher level within Cleaners Notting Hill. When requesting an escalation, please explain why you are unhappy with the initial response and what outcome you are seeking.
The escalated review will consider the original complaint, the steps taken so far, and any additional information you provide. Following this review, we will share our final position with you and explain the reasons for our decision.
We are committed to treating all customers and staff members with respect. We understand that raising a complaint can be frustrating, but we ask that all communications remain courteous. In return, our team will always respond professionally and with consideration for your concerns.
We will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff. In serious cases, we may need to restrict or withdraw services where such behaviour occurs, but we will always attempt to communicate clearly and fairly before taking such action.
Every complaint is an opportunity for Cleaners Notting Hill to learn and improve. We routinely review complaint data to identify any recurring issues, trends or areas where additional training or process changes may be needed. This helps us enhance the overall quality and reliability of our cleaning services in our local area.
By sharing your experience with us, you help us ensure that our services remain consistent, professional and responsive to customer needs. We value your feedback, and we are committed to using it constructively.
All complaints are handled in confidence. Information relating to your complaint will only be shared with those who need it in order to investigate and resolve the matter. We will manage your personal data in line with applicable data protection principles and will keep complaint records only for as long as is reasonably necessary for legal, regulatory and quality assurance purposes.
Cleaners Notting Hill reviews this Complaints Procedure regularly to ensure it remains clear, practical and effective. Updates may be made from time to time to reflect changes in legislation, best practice or the way we deliver our cleaning services. The most current version of this procedure will always apply to any complaints received.
If you have any questions about this Complaints Procedure or how it applies to your situation, you are welcome to contact us and we will be happy to provide clarification.
Entrust our cleaners Notting Hill in providing you with the most professional services at highly affordable prices.
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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