This Complaints Procedure explains how Cleaners SW16 will handle any concern or complaint you may have about our cleaning services. Our aim is to resolve issues promptly, fairly and consistently, while using your feedback to improve the quality and reliability of our work.
We recognise that, on occasion, our service may not meet your expectations. When this happens, we want to know about it so we can put things right. We are committed to treating every complaint seriously, responding courteously, and addressing issues without unnecessary delay.
All complaints are handled confidentially and are reviewed by staff with appropriate authority to investigate and resolve the matter. We will not treat you less favourably for raising a concern about our cleaning services.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our scheduling or administration, or the way we have handled a previous issue. Examples include:
• Concerns about the quality or thoroughness of cleaning work
• Missed or significantly late appointments
• Conduct, behaviour or attitude of cleaning staff
• Damage to property or possessions allegedly caused during a visit
• Issues with invoicing, payments or agreed pricing
• Failure to follow agreed instructions or specific service requirements
You do not need to use any particular wording to make a complaint. If you tell us you are unhappy and would like us to put something right, we will treat this as a complaint.
You can raise a complaint using any of the following methods:
• In person with the cleaner at the time of service, where appropriate
• By contacting our office or customer service team
• In writing, providing details of your concern
Please include the following information where possible, as it will help us investigate quickly and accurately:
• Your full name and the address where the service was provided
• The date and time of the clean or the relevant booking reference
• A clear description of what went wrong and what outcome you are seeking
• Any relevant photographs, notes or other information that may assist our review
We ask that you inform us of any concerns as soon as reasonably possible after the service, ideally within 48 hours of the clean. This gives us the best chance to investigate thoroughly, review the work carried out and speak to the cleaner involved while events are still fresh in mind.
Complaints raised after a longer period will still be considered, but our ability to investigate and offer certain remedies may be limited by the time elapsed.
Upon receiving your complaint, we will follow these steps:
1. Acknowledgement: We will acknowledge your complaint as soon as reasonably possible, confirming that it has been logged for review. Where you complain in person or by telephone, this acknowledgement may be given immediately. Written complaints will be acknowledged within a reasonable period.
2. Initial Assessment: We will review the details of your complaint and decide on the most appropriate person to investigate. This may be a supervisor, manager or a member of the head office team, depending on the nature and seriousness of the issue.
3. Investigation: We may speak to the cleaner or team involved, review job records, booking notes and any photographs or correspondence you have provided. In some cases, we may ask to revisit the property to inspect the reported issue.
4. Response and Outcome: Once the investigation is complete, we will explain our findings to you and outline any actions we propose to take. We aim to do this within a reasonable and practical timescale, keeping you informed if more time is needed due to the complexity of the matter.
Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following remedies where appropriate:
• A return visit to rectify missed or unsatisfactory cleaning
• A partial or full adjustment to your invoice where justified
• An apology and explanation of what went wrong
• Changes to our processes, staff training or supervision to avoid a recurrence
• In cases of alleged damage, a review in line with our terms and conditions and, where applicable, referral to our insurers
Any remedy offered will be based on the specific circumstances of your complaint and the evidence available.
If you are not satisfied with the initial response to your complaint, you may request that the matter be escalated. Your complaint will then be reviewed by a more senior member of our management team who was not directly involved in the original investigation where possible.
The senior reviewer will consider the original complaint, the steps taken, and any further information you provide before issuing a final response. We will aim to complete this review within a reasonable timeframe and will keep you updated on progress.
We expect our cleaners and staff to treat all customers with courtesy and respect, and we expect the same standard in return. We understand that complaints may be made when emotions are high, but we will not tolerate abusive or threatening behaviour towards our staff.
We reserve the right to withdraw services where behaviour towards our staff is found to be unreasonable or abusive. However, this will not affect our duty to handle any legitimate complaint fairly and in line with this procedure.
Every complaint is an opportunity for us to learn and improve. We regularly review complaints to identify patterns, training needs and areas where our cleaning services or communication can be enhanced. This helps us maintain consistent standards for customers using Cleaners SW16 and the surrounding service area.
By following this Complaints Procedure, we aim to resolve issues promptly, protect both customers and staff, and continue to develop a reliable and trustworthy cleaning service.
Hire our cleaners SW16 company and find our cost-effective 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
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