This complaints procedure explains how we handle any concerns about our cleaning services in the E3 area. We aim to resolve issues quickly, fairly, and in a way that improves our service for all clients. All complaints are treated seriously and are used to review and develop our cleaning standards and staff training.
We are committed to offering reliable and professional cleaning. If something goes wrong, we want to know as soon as possible so we can put it right. We will always:
Listen to your concerns and treat you with respect.
Take every complaint seriously, whether it appears minor or significant.
Investigate thoroughly before reaching a conclusion.
Keep you informed about progress and outcomes.
Use feedback to improve our cleaners performance and our processes.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our administration, or how we have handled a previous concern. Examples include:
Cleaning tasks that have not been completed to the agreed standard.
Damage to property or items during a cleaning visit.
Missed or late appointments without reasonable explanation.
Unprofessional conduct, behaviour, or communication by cleaners or office staff.
Health and safety concerns related to cleaning products or methods used.
You can raise a complaint in the way that is easiest for you. We encourage you to contact us as soon as possible after the issue arises, ideally within a few days of the clean. You may submit your complaint in writing or by speaking to a member of our team.
When making a complaint, please provide the following information where possible:
Your name and the address where the cleaning took place.
The date and approximate time of the service.
The name of the cleaner, if known.
A clear description of what went wrong and how it has affected you.
Any photos or evidence that may help us understand the issue.
Once you have made a complaint, we will acknowledge it as soon as reasonably possible. If you raise your concern during or immediately after a clean, the supervisor or office team will try to resolve it on the spot.
For more detailed issues, we will confirm that we have received your complaint and outline the next steps in our investigation. We will also provide an estimated timescale for our response so you know when to expect an update.
All complaints are reviewed by a member of our management or customer care team. The investigation may include:
Speaking with the cleaner or team who attended your property.
Reviewing job notes, schedules, and any quality control checklists.
Examining photographs or other evidence you have provided.
In some cases, arranging a follow up visit to inspect the area or discuss the complaint in person.
We aim to complete most investigations within a reasonable timeframe. If the matter is complex or requires further information, we will keep you updated on progress.
Once the investigation is complete, we will explain our findings and any action we propose to take. Depending on the nature of the complaint, this may include:
Providing a re clean of the affected areas at no extra cost where appropriate.
Offering a partial or full refund for the relevant service if justified.
Issuing an apology and explanation of what went wrong.
Additional training, supervision, or disciplinary action for the cleaner involved, where necessary.
Reviewing or revising our procedures to help prevent similar issues in future.
Our goal is always to reach a fair and reasonable outcome that reflects the circumstances of the complaint and our responsibilities as a cleaning service provider.
If you are unhappy with the outcome of your complaint or feel that it has not been handled properly, you may ask for a review. In this case, a more senior member of our team, who was not involved in the original investigation, will reconsider the complaint, the evidence, and the initial decision.
During the review, we may request further details or clarification to ensure we have a full picture of what happened. Once the review is complete, we will write to you with the final outcome and any further steps we can reasonably take.
To help us investigate effectively, we ask that complaints about cleaning quality are raised within a short period after the service date. This allows us to inspect the property while the work and any alleged issues are still recent.
Complaints about conduct, missed appointments, or administrative matters should also be raised as soon as possible so that our records and recollections remain accurate. While we will always try to assist, delays in reporting may limit the remedies we can offer.
All complaints are handled in confidence. Information is shared only with those who need to know in order to investigate and resolve the matter. We store complaint records securely and retain them only for as long as necessary to meet our legal and operational obligations.
We use complaint data for monitoring and training purposes, but individuals will not be identified in any general reports or performance reviews.
Feedback from clients in E3 is vital in helping us maintain and improve our cleaning services. Every complaint, whether large or small, is recorded and reviewed. We regularly analyse complaint trends to identify areas where systems, products, or staff training can be improved.
By following this complaints procedure, we aim not only to resolve individual concerns but also to raise our service standards and ensure that cleaners represent our company professionally at all times.
Book our cleaners E3 company and take advantage of our professional and cheap services!
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
(71)