Cleaners Docklands is committed to delivering reliable, high-quality cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services for the future. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
We aim to treat every complaint seriously, fairly, and with respect. Our goals when handling complaints are to provide a clear and accessible process, respond within reasonable timescales, investigate thoroughly and objectively, keep you informed at each stage, and use feedback to improve our cleaning services and customer care across Docklands and surrounding areas.
We welcome complaints and feedback as an important part of developing our team and refining our cleaning procedures in homes, offices, and commercial premises.
A complaint is any expression of dissatisfaction about our cleaning services or the way we have dealt with an issue. This may include the standard or quality of cleaning, punctuality or conduct of cleaners, damage or loss of property, communication or customer service, billing or payment concerns, and health and safety or security issues.
If you are unsure whether your concern is a complaint, please contact us and we will guide you through the process. Even informal feedback is carefully recorded and reviewed.
You can raise a complaint verbally or in writing. Written complaints help us keep an accurate record of all the details, but we understand that this is not always convenient, so we are also happy to receive complaints by phone or in person, where appropriate.
When submitting a complaint, it is helpful if you can provide your full name, the address or location where the cleaning took place, dates and approximate times of the service, a clear description of what went wrong, details of any staff involved, and any photos or supporting information you feel are relevant.
Providing as much information as possible at the outset helps us investigate quickly and thoroughly.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Our initial response will confirm that we have received your complaint and explain the next steps, including the expected timescale for our investigation and, where appropriate, the name or role of the person handling your case.
At this stage, we may contact you to clarify details or request additional information. This helps us build a full understanding of what happened and what outcome you are seeking.
Your complaint will be investigated by a suitable member of our management team who has not been directly involved in the matter, where possible. The investigation may include reviewing appointment records and cleaning schedules, speaking with the cleaning staff involved, examining any photos or evidence provided, and, if necessary, arranging a visit to the property to assess the situation.
We aim to complete our investigation within a reasonable timeframe. If there is a delay for any reason, we will let you know and provide an updated timescale. Throughout the investigation, we will keep your information confidential and handle it in line with our privacy practices.
After the investigation, we will provide you with a clear response that sets out a summary of your complaint, what we have investigated and the findings, and any actions we propose to put things right.
Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include a sincere apology and explanation, corrective action such as a re-clean or follow-up visit, service improvements or staff training, adjustments to your cleaning schedule or plan, or, where appropriate, a financial remedy in line with our terms and conditions.
Our aim is always to reach a fair and reasonable outcome and to maintain a positive, long-term relationship with our customers across Docklands and nearby locations.
If you are not satisfied with the outcome of your complaint, you may request that your case is reviewed by a more senior member of our management team. When doing so, please explain why you disagree with the original decision and provide any additional information you believe is relevant.
The reviewing manager will look again at the investigation, consider your comments, and decide whether the outcome should be upheld, modified, or changed. We will then provide you with a final response, explaining the reasons for our decision.
We encourage you to tell us about any problems with your cleaning service as soon as possible. Prompt complaints make it easier for us to investigate and resolve issues effectively. As a guide, it is helpful if you raise any concerns within a reasonable period of the service taking place. However, we will always consider complaints raised later where possible, especially if there are good reasons for the delay.
All complaints are logged and recorded in our internal systems. We regularly review this information to identify recurring issues, trends in service quality, training needs for our cleaning staff, and opportunities to improve our customer support and communication.
By analysing our complaints data and the feedback we receive from homes and businesses in Docklands and the surrounding areas, we can refine our cleaning methods, safety procedures, and service standards.
We treat all complaints in confidence and only share information with those who need it to investigate and resolve the issue. Any personal data you provide will be handled in line with our privacy practices. We will not discuss your complaint with third parties without your consent unless required to do so by law.
At Cleaners Docklands, we see every complaint as an opportunity to learn. Your feedback, whether positive or negative, is vital in helping us deliver a consistent, high standard of professional cleaning in homes, offices, and commercial properties. By following this complaints procedure, we aim to ensure that your concerns are heard, addressed fairly, and used to shape a better service for all our customers.
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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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