Cleaners Mayfair is committed to providing reliable and consistent cleaning services. We recognise that, on occasion, things may go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
This procedure applies to all domestic and commercial cleaning clients using our services. We aim to resolve issues quickly, fairly, and transparently, and to use feedback to improve our standards across our full service area.
When you raise a complaint with Cleaners Mayfair, you can expect us to treat you with courtesy and respect, to take your concerns seriously, and to handle all information securely and sensitively. We aim to resolve most issues at the earliest possible stage and to keep you informed throughout the process.
We view complaints as an opportunity to review our cleaning practices, staff training, and quality checks, helping us maintain a high standard of service in homes, offices, and other premises we clean.
A complaint is any expression of dissatisfaction about the standard of our cleaning services, the conduct of our cleaners or office staff, the way we have carried out a booking, or how we have communicated with you before, during, or after a clean.
Examples of complaints may include missed or incomplete cleaning tasks, damage allegedly caused during a visit, lateness or non-attendance, repeated errors, or concerns about behaviour or professionalism. If you are unsure whether your issue counts as a complaint, please raise it with us so we can advise and assist.
You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the incident or service you are unhappy with, ideally within 48 hours of the clean. This helps us investigate accurately and put things right promptly.
When making a complaint, please provide the following information where possible so we can deal with your concern efficiently:
The date and approximate time of the cleaning visit or booking, the address of the property where the service took place, a clear description of what went wrong or fell below your expectations, the names of any staff involved if known, and any relevant supporting information, such as photographs of areas missed or suspected damage.
If you raise a complaint during a phone call or conversation, we may ask follow-up questions to gather the details we need. If you submit your complaint in writing, we will acknowledge it and may contact you to clarify any points.
In the first instance, we aim to resolve complaints informally and quickly. A member of our office or management team will review the information you have provided and may speak to the cleaner or cleaning team involved.
Where appropriate, we may offer to return to the property to re-clean the affected areas, usually at no additional cost, or to make other practical arrangements to address the problem. We will explain what we propose and agree a suitable time or solution with you.
We aim to provide an initial response within a reasonable timeframe. We will let you know what steps we are taking and when you can expect a further update or outcome.
If your complaint cannot be resolved informally, or if you are not satisfied with the initial outcome, you can request that it be handled as a formal complaint. At this stage, a senior member of the Cleaners Mayfair management team will conduct a more detailed investigation.
This may include reviewing cleaning schedules, staff notes, and any photographs, speaking with the cleaners who attended your property, and confirming details with you directly. We may also ask you for additional information to ensure we fully understand your concerns.
Once the investigation is complete, we will provide you with a clear written response setting out our findings, any conclusions we have reached, and any actions we will take. These actions may include re-cleaning, service adjustments, staff training, or other remedial steps.
If, after the formal investigation, you remain dissatisfied with the outcome, you can request an internal review. A different senior representative of Cleaners Mayfair, who was not involved in the earlier stages, will assess how your complaint was handled and whether the decision was fair and reasonable.
During this review, we may revisit evidence, reassess the proposed remedy, and consider whether further action is appropriate. At the end of this stage, we will provide you with a final response explaining our position and any additional steps we will take, if applicable.
We encourage clients to report concerns as soon as possible so that we can investigate while details are still fresh and evidence is available. While we will always look at issues raised in good faith, delays in reporting may limit the options we have to put things right, especially in cases involving alleged damage.
To support your complaint, we may ask for photographs, item descriptions, or other reasonable evidence where damage, loss, or serious service failure is alleged. This helps us ensure that any resolution is fair and based on clear information.
All complaints are handled confidentially. Information is shared only with staff who need it to investigate and resolve the matter or to carry out necessary follow-up actions. We handle your personal data in accordance with our internal data protection practices and retain complaint records only for as long as necessary.
We regularly review complaints and feedback to identify patterns and areas where we can improve our cleaning processes, quality controls, and staff training. Lessons learned from complaints are used to enhance our services, maintain consistent standards, and prevent similar issues from arising in future.
By following this complaints procedure, we aim to maintain the trust of our clients across our service area and to ensure that any concerns about Cleaners Mayfair are dealt with promptly, fairly, and professionally.
Our cleaners Mayfair services are available at excellent prices. Call today for a free estimation.
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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