Cleaners Belgravia 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 hear about it so we can put things right promptly and prevent similar issues in the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
We aim to deal with all complaints fairly, consistently and professionally. Every complaint is taken seriously, whether it relates to domestic cleaning, commercial cleaning, end of tenancy cleaning, or any other service we provide. Our goals are to resolve matters as quickly as possible, to learn from your feedback, and to maintain your confidence in Cleaners Belgravia.
A complaint is any expression of dissatisfaction about our cleaning services, our team, our communication, or any aspect of the way we operate, where you would like a response or resolution. This may include, for example, concerns about the standard of cleaning, punctuality and attendance, conduct or professionalism of cleaners, damage to property or belongings, billing or payment issues, or health and safety concerns. If you are unsure whether your concern is a complaint, raise it with us and we will treat it appropriately.
You can make a complaint in writing or verbally, whichever is easiest for you. So that we can investigate effectively, please include the following information where possible: your full name, the service address where the cleaning took place, the date and approximate time of the cleaning visit, a clear description of what went wrong or fell below your expectations, any relevant booking or reference details, and what outcome you are seeking, for example a re-clean or explanation.
If you are raising a concern straight after a visit, you may initially speak to our office team or your usual point of contact. If the matter cannot be resolved informally at that stage, it will be logged and handled under this formal complaints procedure.
Once we receive your complaint, we will log it on our internal system and allocate it to a member of our management team. We aim to acknowledge all complaints within two working days. The acknowledgement will confirm that we have received your complaint, provide the name or role of the person handling it, and outline the next steps and expected timescales.
At this stage, we may contact you to request further information or clarification so we can fully understand the situation before proceeding to a detailed investigation.
The person assigned to your complaint will carry out an impartial investigation. This may include reviewing schedules and job sheets, speaking with the cleaners involved and any supervisors, assessing photographs, notes, or other evidence you may have provided, and, where appropriate, arranging a visit to the property to inspect the issue. We aim to complete our investigation and provide a full response within ten working days of acknowledging your complaint. If the matter is complex and we require more time, we will let you know, explain the reason for the delay, and give a revised timescale.
When the investigation is complete, we will share our findings with you and explain the outcome in clear, straightforward language. Where we find that our service has fallen below the standards we expect, we will offer appropriate remedies. Depending on the circumstances, this may include a re-clean of the affected areas, service credit or partial refund where justified, a written apology and explanation of what went wrong, changes to our internal processes or staff training, or scheduling adjustments or additional checks on future visits.
If we conclude that the service was delivered in line with our agreement and our standards, we will explain how we reached that conclusion and provide any supporting information we can reasonably share.
If you are not satisfied with the outcome at Stage Three, you may request that your complaint is reviewed by a more senior member of the management team. Please explain which aspects of the decision you disagree with and provide any additional information that you feel has not been considered. The senior reviewer will re-examine the complaint, the investigation, and the decision. They may contact you for further clarification. We aim to complete this review within ten working days and will communicate our final position to you, along with any further actions we propose to take.
To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the issue occurs. For most cleaning services, we recommend reporting concerns within 48 hours of the visit wherever you can. We will still consider complaints raised later than this, but it may be more difficult to investigate or to verify the condition of the property accurately.
All complaints are recorded securely and reviewed regularly by management. We monitor patterns, identify recurring issues, and use this information to improve staff training, refine our procedures, and enhance our quality controls across all cleaning services. Your feedback, whether positive or negative, helps us maintain and improve the standards that clients expect from Cleaners Belgravia.
We treat all complaints and related information in confidence and only share details with staff who need them to investigate and resolve the matter. Raising a complaint in good faith will not affect the way we provide services to you in the future. Our cleaners and office team are expected to treat every client respectfully at all times, including when a concern is being raised or reviewed.
Cleaners Belgravia reviews this complaints procedure regularly to ensure it remains clear, effective and in line with best practice for cleaning service providers. We may update the procedure from time to time, and any changes will apply to complaints raised after the revised version is put into effect.
We value every client and every opportunity to improve. If you feel that any aspect of our service has not met your expectations, we encourage you to use this complaints procedure so we can address the issue constructively and promptly.
Call our cleaners Belgravia and we will help you at the most cost-effective prices possible.
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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