Cleaners Marylebone is committed to delivering reliable and consistent cleaning services across the local area. We take all complaints seriously and view them as an opportunity to review and improve our standards. 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.
The purpose of this procedure is to provide a clear, fair and transparent process for dealing with any dissatisfaction related to our domestic or commercial cleaning services. It applies to regular, one off, and end of tenancy cleaning, and covers the conduct of our cleaners, quality of work, scheduling, access issues and any other aspect of the service we provide in Marylebone and nearby areas.
You may submit a complaint if you feel that:
The cleaning service has not been carried out to the standard reasonably expected.
Agreed tasks, areas or timescales have not been followed.
There has been damage to property or belongings during a visit.
Our staff have behaved in a way that you consider unprofessional or inappropriate.
There has been a failure in our communication, booking processes or aftercare.
This procedure does not cover circumstances that are outside our control, such as building access restrictions, severe weather or issues arising from incorrect information provided to us at the time of booking.
We encourage you to raise any concern as soon as possible, ideally within 24 to 48 hours of the cleaning visit. This allows us to investigate while details are still fresh and to rectify any issues quickly.
You can raise a complaint in writing. When submitting a complaint, please include:
Your full name and the service address.
The date and approximate time of the cleaning visit.
The name of the cleaner or team, if known.
A clear description of the issue, including which rooms or items are affected.
Any supporting information you feel is relevant, such as photos of missed areas or damage.
Providing detailed information helps us assess the situation accurately and respond efficiently.
Once we receive your complaint, we will acknowledge it within a reasonable time frame. In our acknowledgement, we will confirm that your complaint has been logged, outline the next steps, and provide an estimated timescale for our full response. We may contact you if we require clarification or further details before starting the investigation.
We will conduct a fair and impartial investigation into your complaint. This may include:
Reviewing your booking details, service notes and any previous communication.
Speaking with the cleaner or cleaning team involved.
Reviewing any photos or evidence you have provided.
Where appropriate and feasible, arranging a revisit to inspect the affected areas.
Our priority is to establish what happened, assess whether our standards or commitments were not met, and identify the most appropriate resolution.
Following our investigation, we will provide you with a written response. This response will include:
A summary of your complaint as we understand it.
The findings of our investigation.
Any steps we have already taken.
Any proposed resolution or remedy.
Possible resolutions may include a complimentary re clean of the affected areas, a partial or full refund where appropriate, corrective action with the cleaner or team involved, or process improvements within our business. The type of remedy offered will depend on the nature of the complaint, the findings of the investigation and the extent of any shortfall in our service.
We aim to complete our investigation and provide a full response within a reasonable period from the date we acknowledge your complaint. More complex issues, particularly those involving alleged damage or multiple visits, may require additional time. If this occurs, we will keep you informed of our progress and provide updates on revised timescales.
If you are not satisfied with our initial response, you may request that your complaint is reviewed by a senior member of our management team. In your request, please explain why you remain dissatisfied and what outcome you are seeking. We will then conduct a further review, which may include re examining the evidence, considering any new information you have provided and reassessing whether our proposed resolution is fair and proportionate.
Following this review, we will issue a final response setting out our position. This final response represents the conclusion of our internal complaints process.
To help us resolve complaints efficiently and fairly, we ask that clients:
Raise concerns promptly after the service has taken place.
Provide accurate information about the property, access and cleaning requirements when booking.
Allow us reasonable opportunity to inspect and remedy any issues, such as through a re clean visit.
Treat our staff with respect and courtesy at all times.
Cooperation from both sides supports a constructive and timely resolution.
We analyse complaints regularly to identify patterns, training needs and areas where our cleaning services in Marylebone can be improved. Feedback is used to enhance cleaner training, refine our booking and communication processes and update our quality checks. By following this procedure, we aim not only to resolve individual issues but also to raise the overall standard and reliability of our services for all clients.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with our commitment to high quality cleaning services. Any updates will apply to all new and ongoing complaints from the date of publication.
Our prices are affordable and won’t break the bank balance. Call our cleaners Marylebone and get an accurate and free quotation.
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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