Customer Service Charter AEG Cleaning Services Ltd

Customer Service Charter

Tackling the carbon footprint through cleaning

Investing to reach net-zero within cleaning services
Has something been missed?
Complaints
Compliments
AEG Cleaning products
Contact us

AEG’s Customer satisfaction guarantee

The AEG customer service charter is quite simple. We want our customers to be happy with the service our cleaners provide. We are open to feedback and are always on hand should you need to speak to us.

Our mission is to reduce the carbon footprint we all produce, ready for net-zero. We all need to do our bit to make tomorrow a better place, and with the homemade products and cleaners we are working with – we can achieve this. Don’t leave it until tomorrow as it may just be too late.

Investing to reach Net-Zero within cleaning services. Our standards are high, and we expect our cleaner’s work to be of the same quality. We invest in the cleaners who provide your service, so our customer satisfaction guarantee is quite simple. To be able to work with us, all our staff must pass our in-house training, which includes not only learning tricks and hacks of cleaning but also the effects everyday cleaning products have on the environment. The training is continuous, so they always have the most up-to-date information.
Has something been missed? If there is anything your cleaner has missed or forgotten during your cleaning, it’s agreed that they will return to take care of it and put it right. We, Any complaints must be reported to AEG Cleaning Services Ltd on 0207 998 3113 or [email protected] and must be done within 2 calendar days, so please reach out and let us know if there is anything that has not allowed us to achieve that.
Tipping your cleaner. You are very welcome to tip your cleaner, although it is not a requirement. If this is something you’d like to do, it can be added to the payment, and your cleaner will receive every penny directly. The Carbon Footprint indicator indicates how much you would reduce your footprint by switching to our services and using our products, which are included as standard in all our cleans.
Complaints. We take all complaints seriously and will investigate them thoroughly per our complaint procedure. We will work with you to get a satisfactory outcome in the quickest time possible. All complaints are to be written and e-mailed to [email protected], title the e-mail Complaint with your address in the subject field. Please give as much information as possible and, where possible, attach pictures. We will contact you within 2 working hours of receiving your complaint unless received over a weekend when it will be acknowledged on the next working day, usually a Monday, by telephone or e-mail. We envisage resolving all complaints within 10 working days; if this is not possible, we will advise you on timescales individually. We will work with you to get the right outcome as quickly as possible.
Insurance. Our cleaners are contractors and work on the platform of AEG Cleaning, they will have their own liability insurance should anything go wrong, but ensure that you come to AEG cleaning first and not directly to the cleaner, You may lose your right to AEG dealing with any complaints should you not disclose any concerns within 2 days by dealing with the cleaner to resolve your complaint.
Compliments. We also welcome feedback when things go right. Our cleaners get rewarded for praise, as they should do, as they would be reprimanded if they received complaints. We like to recognise good work and reward it accordingly, so please reach out and let us know.
AEG Insurance. All AEG Cleaning Services is insured with Hiscox Insurance with a value of £1 million pounds, If a customer makes a claim against our insurance company they will be responsible for paying the excess fee which is £30.00. This will be deducted from any payouts directly from the Insurance conmpany
- AEG Cleaning Products. All our products are 100% natural and made in-house. We guarantee that there are no chemicals in any products we use. They are also safe for children and animals.
  If you would like to purchase any products that we use, please get in touch with us for prices.
  - All-Purpose Spray
  - Sink Disinfectant Spray
  - Bathroom Disinfectant
  - Glass Cleaner
  - Floor Cleaner
  - Shower Spray Cleaner
  - Gel Air Freshener
- Contact Us.
  
  AEG Cleaning Services Ltd can be contacted in the following ways.
  - 0207 998 3113
  - [email protected]
  - 14/2e Docklands Business Centre, 10-16 Tiller Road, Canary Wharf, London, E14 8PX