This complaints procedure explains how customers of Cleaners SW18 can raise concerns about any aspect of our cleaning services, and how those concerns will be managed. Our aim is to handle every complaint promptly, fairly, and consistently, and to use feedback to improve services for homes and businesses in the SW18 area.
This procedure applies to all customers who use our cleaning services, including regular domestic cleaning, end of tenancy cleaning, deep cleaning and one-off appointments. A complaint is any expression of dissatisfaction about our services, staff conduct, communication, pricing, or quality of work, where a response or resolution is expected.
We encourage customers to raise issues as soon as possible so that we can investigate and resolve them while the details are still clear. All complaints are treated seriously and handled with respect and confidentiality.
When you raise a complaint with Cleaners SW18, we commit to:
Acting promptly: We will acknowledge complaints within a reasonable timeframe and start looking into the issue without unnecessary delay.
Being fair and impartial: We will gather information from everyone involved and consider all sides before reaching a conclusion.
Being clear and transparent: We will explain the steps we are taking, the outcome of our investigation, and the reasons for our decisions.
Respecting confidentiality: Information about your complaint will only be shared with those who need it to resolve the matter.
Learning from feedback: Where appropriate, we will update our training, procedures and service standards to reduce the chance of similar issues arising again.
You can raise a complaint about your cleaning service in the following ways:
Informal complaint: In the first instance, we encourage you to raise any concerns as soon as possible with our office team or coordinator so that minor issues can often be resolved quickly and informally. For example, if you feel an area has been missed or a particular task has not been completed as agreed, tell us within a short period after the service.
Formal complaint: If you are not satisfied with the informal response, or if the issue is more serious, you may make a formal complaint. When doing so, please provide as much detail as possible, such as the date of the cleaning visit, the address of the property, a description of the issue, and any relevant photographs or evidence. Clear information helps us to investigate thoroughly and respond more effectively.
Once we receive your complaint, we will follow these steps:
Acknowledgement: We will acknowledge receipt of your complaint within a reasonable period. This acknowledgement will confirm that we are investigating the matter and may ask for any additional information we need.
Investigation: A manager or designated member of staff will review your complaint. This may include speaking with the cleaner or cleaning team who attended your property, checking job notes, reviewing any photographs, and examining the original booking information and agreed tasks.
Outcome and response: When the investigation is complete, we will provide you with a clear response, setting out our understanding of the issue, the findings of the investigation, and any actions we propose to take to resolve the matter.
The actions we may take will depend on the nature of the complaint and the results of the investigation. Possible outcomes include:
Providing further cleaning or a remedial visit to address areas of concern.
Offering a partial or full refund, where appropriate and justified by the circumstances.
Offering an apology and an explanation of what went wrong and how we will prevent a recurrence.
Providing additional training or guidance to staff members.
Amending our procedures, checklists, or quality controls to improve service delivery in SW18 and nearby districts.
In some cases, after a full review, we may conclude that the service was delivered in line with our standards and terms. In such cases we will explain our reasoning clearly.
We aim to resolve most complaints as quickly as possible. Straightforward issues can often be addressed within a few working days. More complex matters, such as those requiring a detailed investigation or multiple site visits, may take longer. If we anticipate a delay, we will keep you updated on progress and provide an estimated timescale for a full response.
If you are unhappy with the outcome of your complaint or the way it has been handled, you may request that your complaint be reviewed by a senior manager. When asking for escalation, please explain why you are dissatisfied with the initial response and what outcome you are seeking.
The senior review will consider the original investigation, any additional information provided, and whether our procedures and standards were followed correctly. After this review, we will provide you with a final response.
Where a complaint concerns the behaviour, professionalism, or conduct of a cleaner or member of staff, we will handle the matter sensitively and in line with our internal policies. This may include interviewing the staff member, reviewing any relevant records, and taking appropriate action, which could involve additional training, supervision, or disciplinary measures where justified.
To protect privacy, we will not share personal details or internal disciplinary outcomes, but we will confirm that the matter has been taken seriously and addressed as necessary.
All information provided in relation to a complaint will be handled in accordance with applicable data protection requirements. Details will only be shared with those who need the information to investigate and resolve the issue. Records of complaints may be retained for monitoring, training, and quality assurance purposes.
Cleaners SW18 is committed to maintaining high standards of cleaning and customer care across the local area. We analyse complaints and feedback regularly to identify patterns, address recurring issues, and improve the way we operate. By raising concerns with us, you help us to deliver a better and more reliable service for all customers.
This complaints procedure is reviewed periodically to ensure it remains clear, effective, and aligned with best practice and relevant regulations.
Book our multi-skilled cleaners SW18 company today. We have the best cleaning teams to do the job fast and without putting you out of pocket.
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
(57)