This Complaints Procedure explains how Cleaners Bromley manages and resolves concerns about our cleaning services. We are committed to dealing with every complaint in a fair, respectful and timely manner. Our aim is to restore your confidence in our work and to use your feedback to improve our services in the local area.
Cleaners Bromley is dedicated to providing reliable domestic and commercial cleaning. If something goes wrong, we want to know about it and put it right as quickly as possible. We treat all complaints seriously, whether they relate to quality of cleaning, conduct of staff, punctuality, communication or any other aspect of our service.
We will always aim to:
1. Acknowledge your complaint promptly.
2. Investigate the matter thoroughly and impartially.
3. Keep you updated on the progress of our investigation.
4. Offer a clear explanation and, where appropriate, practical solutions or remedies.
5. Use the outcome to improve our cleaning services.
A complaint is any expression of dissatisfaction with our services or with the way a previous concern has been handled. This may include, but is not limited to:
1. Missed or incomplete cleaning tasks.
2. Damage to property or items during cleaning.
3. Unsatisfactory attitude, behaviour or professionalism of cleaning staff.
4. Repeated lateness or missed appointments.
5. Concerns about health and safety practices during cleaning.
6. Problems with booking, scheduling or communication.
If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately.
You can raise a complaint using any of the contact methods provided on our website or in your booking confirmation. Please provide as much detail as possible, including:
1. Your full name and the address where the cleaning was carried out.
2. The date and approximate time of the cleaning visit.
3. A clear description of what went wrong and how it affected you.
4. Any photographs or other information that may help us understand the issue.
5. Whether this is a new complaint or a follow-up to a previous issue.
We encourage customers to raise complaints as soon as possible after the issue occurs so that we can investigate effectively.
We aim to manage complaints according to the following timeframes:
1. Acknowledgement: We will normally acknowledge your complaint within two working days of receiving it.
2. Initial assessment: We will review the details and decide what further information may be required within five working days.
3. Investigation: We will conduct a fair investigation, which may involve speaking with the cleaners involved, reviewing schedules, and asking you for more information.
4. Response: We will aim to provide a full written or verbal response within ten working days of the initial acknowledgement. If more time is needed due to the complexity of the issue, we will let you know and provide an updated timescale.
When we investigate a complaint, we will seek to establish what happened, why it happened and what can be done to resolve the matter. This may include:
1. Reviewing the booking details and instructions for the cleaning visit.
2. Speaking to the cleaning team or individual cleaner involved.
3. Examining any photos, videos or evidence provided by you.
4. Checking our internal policies, risk assessments and training records.
5. Considering whether similar complaints have arisen and how they were resolved.
We will always try to be objective, fair and consistent when assessing both your account and our team’s account of events.
Once the investigation is concluded, we will explain our findings and the outcome. Depending on the situation and the results of the investigation, possible resolutions may include:
1. An apology and explanation.
2. A complimentary or discounted re-clean of the affected area.
3. A partial or full refund, where appropriate and in line with our terms and conditions.
4. Corrective action with the cleaners involved, including additional training or disciplinary steps where necessary.
5. Updates to our procedures, checklists or quality control processes to prevent recurrence.
We aim to reach a solution that is fair and proportionate to the issues raised. Acceptance of any remedy offered will not affect your statutory rights.
If you are not satisfied with the outcome or with the way your complaint has been handled, you may ask for it to be escalated. Your complaint will then be reviewed by a more senior member of our management team who was not involved in the original investigation.
During an escalation review we will:
1. Re-examine the original complaint and all associated evidence.
2. Assess whether the correct procedure was followed.
3. Consider whether the outcome and remedy were fair and reasonable.
4. Provide a final response outlining our decision and the reasons for it.
All complaints are treated confidentially. Information will be shared only with those who need it in order to investigate and resolve the matter. We will handle your personal information in accordance with data protection requirements and our privacy practices.
Cleaners Bromley views complaints as an important part of improving service quality. We regularly review complaint patterns to identify recurring issues, training needs or areas for improvement. Lessons learned from complaints are used to update staff training, cleaning procedures and customer communication so that our clients across the area receive a consistently high standard of service.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with our wider service standards. Any updates will apply to all new and ongoing complaints from the date the revised procedure is published.
We appreciate all feedback and thank you for helping Cleaners Bromley maintain and improve the quality of our cleaning services.
Get professional help at equally amazing price by just hiring our cleaners Bromley today.
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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