Mia Cleaners is committed to providing 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 respond, and what you can expect from us at each stage. Our aim is to deal with all complaints fairly, consistently and within reasonable timeframes.
The purpose of this procedure is to give customers a clear and straightforward way to tell us when they are unhappy with any aspect of our cleaning services. It helps us put things right where we have fallen short and supports continuous improvement in how we operate and deliver our services.
This procedure applies to all Mia Cleaners customers, including domestic and commercial clients, and covers issues relating to the standard of cleaning, conduct of our staff, scheduling and access, invoicing and billing concerns, and communication or customer service.
A complaint is any expression of dissatisfaction about our services, whether it is made verbally or in writing, and whether it is about a single incident or a series of events. You do not have to use the word complaint for it to be treated seriously; if you are unhappy and want us to respond, we will treat it as a complaint.
Examples of complaints include, but are not limited to, missed or incomplete cleaning tasks, damage to property or belongings during a visit, cleaners arriving significantly early or late without notice, behaviour you feel is unprofessional or discourteous, and queries about charges that you believe are incorrect or unclear.
You can raise a complaint in the way that is most convenient for you. We encourage you to contact us as soon as possible after the issue arises, ideally within a reasonable period of the service taking place. Providing clear information helps us to investigate effectively.
When you contact us, please tell us your full name and the property or site where the service took place, the date and approximate time of the service, what went wrong and how it has affected you, and any steps you would like us to consider in order to put things right. If you have supporting information such as photographs or notes, you may refer to these in your complaint.
We handle complaints in a structured way to ensure they are dealt with consistently and fairly. The stages below set out what you can expect from us.
Once we receive your complaint, we will record the details on our internal system and assign it to an appropriate member of our team for review. We aim to acknowledge your complaint within three working days. The acknowledgement will confirm that we have received your concerns and explain what will happen next.
At this stage we may contact you to request further information or clarification if anything is unclear. This helps us ensure that our investigation is accurate and complete.
We will then investigate your complaint by reviewing our cleaning schedules, job reports and notes, speaking to the staff members involved where relevant, and considering any information or evidence you have provided. We aim to complete this investigation and provide a response within ten working days from the date of acknowledgement. If the matter is more complex and we need more time, we will inform you of this and give an updated timescale.
Our response will set out our understanding of your complaint, a summary of the findings of our investigation, whether we uphold your complaint in full, in part, or not at all, and any actions we will take to resolve the matter or prevent a similar issue in future.
If you feel that your complaint has not been addressed satisfactorily at Stage 2, you may request an escalation. Your complaint will then be reviewed by a senior member of the Mia Cleaners management team who was not directly involved in the initial handling of the case.
The senior reviewer will re-examine the details of your complaint, the investigation already carried out, and our earlier response. They may contact you to discuss the matter further if needed. We aim to provide an escalated response within ten working days of your request for review. This response will be considered our final position on the matter.
Where your complaint is upheld, we will offer an appropriate remedy based on the specific circumstances. Depending on the situation, this may include a repeat clean or corrective visit to address missed tasks, a partial or full adjustment to your invoice where justified, internal feedback, retraining or corrective action with staff, and changes to our processes or scheduling arrangements to reduce the risk of the issue recurring.
Our goal is to reach a fair and practical resolution that reflects the impact the issue has had on you and the nature of any service shortfall identified.
We ask that you raise complaints promptly, provide accurate and complete information, treat our team members with courtesy, and allow us reasonable access and opportunity to inspect and correct any issues where appropriate. This cooperative approach enables us to investigate efficiently and resolve matters more quickly.
All complaints are handled in confidence and shared only with staff who need the information to investigate and respond. We store complaint records securely in line with our data protection obligations. These records help us monitor service quality and identify areas where we can improve our cleaning services and customer care.
Mia Cleaners views complaints as a valuable source of feedback. We regularly review complaint trends to identify common themes, update staff training and guidance in response to issues raised, and refine our procedures, cleaning checklists and quality controls. By doing this, we aim to continually raise our standards and provide a consistently reliable cleaning service.
This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with good practice for cleaning service providers. Any significant updates will apply to all new and ongoing complaints from the date of change. Customers are encouraged to refer to the latest version when raising a concern.
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Wonderful experience with this company. Communication was top notch and our place is so clean now. Will recommend for sure!
Always impressed by the friendly team, prompt arrivals, and spotless cleaning results.
Marvellous work! The carpets have never looked cleaner. The cleaner was great and very competent. Will definitely use again. Thanks!
The attention to detail from London Cleaners was impressive. The carpets are spotless and the team was both friendly and professional.
I've used a range of cleaning companies, but Mia Cleaning Company is superior. The cleaners showed up on time, were hardworking, and very detailed. My home looks and smells great, all for an affordable price. Will be booking again.
Excellent service from Cleaners London! The team was on time and displayed a high level of professionalism. They worked thoroughly and efficiently and the attention to every detail was clear. Loved the results!
A professional from Cleaners London came to deep clean my two-bedroom home and did an excellent job, prioritizing the windows and radiators per my instruction.
It is not common to find such commitment to delivering excellent results-- Mia Cleaners London is the best by far.
Service was outstanding as was the final result. Thank you! Customer service provided clear communication and the cleaner did a deep clean of my flat.
Every job is completed with care, leaving the house sparkling and the service exceptional.
Highly appreciate MiaCleaners for sending two diligent cleaners. My rental house is sparkling and the landlord gave a thumbs up! It's move-in ready.
Accommodating, friendly, and professional staff members go out of their way to meet our requests. The cleaning service has been greatly appreciated by our family.
Punctual, professional, and attentive--the house is always left smelling and looking clean.
I really appreciated the professionalism of Cleaners London. Their team is thorough and responsive, and every task was accomplished to my expectations for a low cost.
The online system took out all the hassle--easy quote, fast scheduling, prompt cleaners. Very impressed, especially with how clean my bathrooms are.
I had Cleaning Services London do a spring cleaning and was very impressed. They were timely, hardworking, and my place feels totally renewed now.
I'm so happy with the service from Mia Cleaners. They paid careful attention to the specifics I provided and delivered exactly what I wanted. The team was efficient and friendly, and my home sparkled when they were done.
Housework is no longer a burden thanks to Cleaners London's diligent staff and their supervisors who ensure top quality.
After starting with Mia Cleaners a couple of months back for our domestic cleaning, we're very happy with their friendly, reliable, and prompt service. The cleaning is always thorough - easily the top cleaning provider we've had!
I hired this team to clean my new apartment before I moved in. They worked quickly and efficiently, powering through without any breaks. The stove looked brand new, and they did a fantastic job on the floors, bathroom, and windows. Everything sparkled by the end.
I've never witnessed such high-quality service and administration, from the prompt first response to thorough follow-up after completion. Every step was clearly explained, and I am beyond satisfied!
Absolutely stellar first experience with Mia Cleaners London. They went above and beyond what I expected for my home. Thank you so much, I will book again.
