Cleaners Knightsbridge is committed to delivering reliable and professional cleaning services. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage. Our aim is to resolve every complaint promptly, fairly, and transparently.
When you make a complaint to Cleaners Knightsbridge, we will treat you with respect, listen carefully, and work to put things right. We use all feedback, including complaints, to improve our services, our staff training, and our customer care processes. We will not treat you less favourably for making a complaint.
A complaint is any expression of dissatisfaction about our cleaning services or customer service, whether it is justified or not. This can include issues such as missed areas during a clean, damage to property, lateness, unprofessional conduct, or problems with bookings and payments. If you are unhappy with any aspect of our service, we encourage you to let us know.
You can raise a complaint verbally or in writing. We recommend that you provide as much detail as possible to help us investigate thoroughly. Please include your name, the service address, the date and time of the clean, a clear description of the issue, and any supporting information such as photos or notes. The more information you share at the outset, the quicker and more effectively we can respond.
If you are making a complaint on behalf of someone else, please ensure you have their permission to do so and provide their details as well, so we can verify the circumstances accurately.
To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue occurs. Reporting concerns promptly allows us to speak to the cleaner or team involved while events are still fresh in mind and to inspect any relevant areas if needed.
Once we receive your complaint, we follow a clear and structured process. Our objective is to acknowledge, investigate, and resolve your concern within reasonable and transparent timeframes. We will keep you informed at each key stage and explain what we are doing to address the matter.
We will acknowledge your complaint as soon as possible. Where the complaint is made in writing, we will confirm that we have received it and provide an indication of when you can expect a full response. If we need any clarification or further details from you to proceed, we will request this at the acknowledgement stage.
A member of our management or customer care team will investigate your complaint. This may involve speaking with the cleaner or cleaning team who attended your property, reviewing job notes and schedules, and examining any photographs or other evidence you have provided. Our aim is to understand exactly what happened and why.
We may contact you during the investigation if we require additional information or to discuss possible solutions. Throughout this process, we will handle your information with care and in line with our privacy obligations.
After completing the investigation, we will provide you with a clear response. This will set out our understanding of your complaint, the steps we took to investigate it, our findings, and the outcome. Where we find that our service has fallen below the standard you should reasonably expect, we will explain the actions we will take to put things right. Depending on the circumstances, this may include corrective cleaning, staff retraining, service adjustments, or other appropriate remedies.
If you are unhappy with the outcome of your complaint or feel that your concerns have not been fully addressed, you may request that the decision be reviewed by a senior member of our team. When asking for a review, please explain why you remain dissatisfied and what you believe would represent a fair resolution. We will then reassess the matter and provide a further response.
All complaints are handled confidentially and shared only with those who need to know in order to investigate and resolve the issue. We are committed to treating all parties fairly throughout the process, including both clients and staff. Making a complaint will not affect your right to continue using our services, and our teams are instructed not to treat anyone differently because they have raised a concern.
Complaints are an important source of feedback for Cleaners Knightsbridge. We record and monitor all complaints to identify patterns, training needs, and areas where our procedures may require improvement. By examining the causes of complaints and learning from them, we work to raise and maintain high standards of cleaning and customer care across the areas we serve.
We may update this complaints procedure from time to time to reflect changes in our services, our internal processes, or applicable best practice. Any updates will apply from the date they are published. We encourage clients to review this page periodically to stay informed about how we handle complaints and resolve issues related to our cleaning services.
If you wish to make a complaint, request a review of an existing complaint, or ask any questions about this procedure, please contact us using your usual communication channel with Cleaners Knightsbridge. We will always do our best to respond promptly and handle your query in a professional and considerate manner.
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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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