Cleaners SW15 is committed to providing reliable, professional cleaning services and maintaining high standards in every home and business we attend. We recognise that, on occasion, something may not meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
This procedure applies to any customer using Cleaners SW15 services who wishes to complain about any aspect of our work. This may include the quality of cleaning, conduct or punctuality of our cleaners, communication from our office, or how we have handled a previous concern or request.
The purpose of this procedure is to:
- Provide a clear, fair and accessible way to raise a complaint
- Ensure complaints are handled promptly, consistently and respectfully
- Identify opportunities to improve our services and staff training
A complaint is any expression of dissatisfaction about our services or staff where a response or resolution is expected. This includes, but is not limited to:
- Missed or incomplete cleaning tasks
- Damage or suspected damage to property
- Issues with timekeeping or attendance
- Concerns about behaviour, attitude or professionalism
- Disputes over charges, invoices or agreed work
- Failure to follow agreed instructions or access arrangements
Many issues can be resolved quickly and informally. Where possible, we encourage you to raise concerns as soon as you notice a problem, ideally on the same day as the service. Early contact allows us to put things right promptly and minimise any inconvenience.
You can raise an informal concern by contacting our office team during normal working hours. Please provide your name, service address, the date and time of the clean, and details of what went wrong. Photos are helpful for issues involving damage or missed areas but are not essential.
We will attempt to resolve informal concerns immediately or within one working day wherever possible. If the issue is more complex or cannot be resolved informally, you may proceed with a formal complaint.
If you are not satisfied with the outcome of an informal discussion, or if you prefer to proceed formally from the outset, you may raise a formal complaint. When doing so, please include:
- Your full name and service address
- The date and approximate time of the service
- A clear description of the issue and how it has affected you
- Any steps already taken to resolve the matter informally
- Any evidence you wish us to consider, such as photographs or notes
We recommend submitting your complaint within seven days of the service, where possible, so that we can investigate effectively while details are recent and accurate.
Once we receive your formal complaint, we will follow these steps:
1. Acknowledgement
We will acknowledge receipt of your complaint within three working days. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps and approximate timescales.
2. Investigation
An appropriate member of our management team, who was not directly involved in the issue wherever possible, will review your complaint. This may include speaking with the cleaners who attended your property, checking job records and schedules, reviewing any photos or evidence provided and, if relevant, requesting further details from you.
3. Response
We aim to provide a full written response within ten working days of acknowledging your complaint. If the matter is complex and more time is required, we will inform you of the reason for the delay and provide an updated timescale.
Our response will include a summary of your complaint, the steps taken to investigate, our findings and any actions we propose to resolve the matter or prevent recurrence.
Depending on the nature of the complaint and our findings, possible outcomes may include:
- An apology and explanation
- A complimentary re-clean of specific areas or an entire visit
- A partial or full credit against your invoice, where appropriate
- Amendments to our internal procedures or staff training
- In the case of alleged damage, a review in line with our damage and liability policy
We will always seek to reach a fair and reasonable resolution based on the evidence available and the circumstances of the case.
If you are dissatisfied with our initial formal response, you may request that your complaint be reviewed by a more senior member of our management team. Please set out which aspects of the decision you disagree with and why, and provide any additional information you feel is relevant.
The reviewing manager will reconsider the complaint, the investigation and the decision made. They may uphold the original outcome, amend it, or propose an alternative resolution. We will aim to provide a final response to escalated complaints within ten working days.
To ensure we can investigate effectively, we encourage customers to raise complaints as soon as possible after the service. While we will consider all complaints in good faith, our ability to investigate and resolve issues may be limited if a significant amount of time has passed since the cleaning took place.
All complaints are handled confidentially. Information is shared only with staff who need it to investigate and resolve the matter. We will store complaint records securely and retain them only for as long as necessary for our legitimate business and legal purposes.
Cleaners SW15 uses feedback and complaint data to improve our services, update training and refine our procedures. By telling us when something has gone wrong, you help us maintain and enhance the quality of cleaning we deliver across our service area.
This Complaints Procedure does not affect your statutory rights.
There is only one cleaners SW15 company to call when you need top expert hep at low-cost prices!
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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