This complaints procedure explains how Cleaners SW17 manages and resolves concerns raised by clients about our cleaning services. Our aim is to provide a clear, fair and timely process so that any issues are addressed professionally and used to improve our work.
Cleaners SW17 is committed to delivering reliable and consistent cleaning services across our local area. If something goes wrong, we want to know about it as soon as possible so we can put it right. We treat all complaints seriously, handle them confidentially where appropriate, and use your feedback to review and enhance our standards.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication or administrative processes, where a response or resolution is expected. Examples include:
Concerns about the quality or completeness of a clean, punctuality or missed appointments, behaviour or attitude of a cleaner, damage to property or belongings, issues with booking, scheduling or billing, or lack of communication or follow-up from our team.
You do not need to use any particular wording for your concern to be treated as a complaint.
You can make a complaint to Cleaners SW17 in writing or verbally. Written complaints are preferred where possible, as they help us keep a clear record and ensure all details are captured accurately. Please provide the following information:
Your full name and the property address where the service took place, the date and approximate time of the service, a clear description of what went wrong, names of any staff involved if known, and what outcome you are seeking, such as a re-clean or explanation.
If you raise a concern during or immediately after a visit, the attending cleaner or supervisor will try to resolve the issue on the spot where it is appropriate and safe to do so. If the matter cannot be resolved immediately, it will be passed to a manager for further review.
We ask that you raise any service-related complaint as soon as possible, and ideally within 48 hours of the cleaning visit. This allows us to investigate while details are still fresh and, where relevant, inspect the property or speak to the cleaners involved. Complaints made later than this will still be considered, but our ability to fully investigate and offer certain remedies may be reduced.
Once we receive your complaint, we will follow a structured process:
First, we will acknowledge your complaint and confirm that it is being reviewed. We will aim to provide this acknowledgement within a reasonable period of receiving your concern. Next, we will carry out an initial assessment to decide whether the issue can be resolved quickly or requires a more detailed investigation.
Where further investigation is needed, a manager or designated complaints handler will gather relevant information. This may include speaking to the cleaners who attended, reviewing schedules and job notes, and, where appropriate, asking you for additional details or photographs. After the investigation, we will provide you with a clear response explaining our findings, any actions we have taken or will take, and any remedy or goodwill gesture we consider appropriate.
We aim to resolve straightforward issues as quickly as possible, often within a short period. More complex complaints that require detailed investigation may take longer. If we cannot provide a full response within a reasonable time, we will inform you of the delay and let you know when you can expect a final outcome.
Depending on the nature and circumstances of the complaint, possible outcomes may include a clear explanation or apology, a return visit to complete or redo the cleaning where appropriate, adjustments to future services or practical steps to prevent a recurrence, or, in some cases, a partial or full credit relating to the service in question. We will always consider the specific facts of each complaint when deciding on an outcome.
If you are not satisfied with the initial response to your complaint, you may ask for it to be reviewed by a senior member of our team. When requesting an escalation, please explain why you remain dissatisfied and what further outcome you are seeking. The senior reviewer will look at the complaint afresh, consider any new information, and provide a final response from Cleaners SW17.
We are committed to treating all clients with respect and expect our staff to be treated the same way. While we will make every effort to resolve legitimate complaints, we may limit or manage communication where a person behaves in an abusive, threatening or persistently unreasonable manner. This may include restricting communication to specific channels or, in serious cases, declining future service.
Information you provide as part of a complaint will be handled in line with our general standards for privacy and data protection. Details will be shared only with staff who need them to investigate and resolve the issue, or where we are required to share information for legal or regulatory reasons.
Complaints are a valuable source of feedback for Cleaners SW17. We regularly review complaints data to identify trends, training needs and process changes that can help us improve the quality and reliability of our cleaning services across the area we serve. By raising your concerns, you contribute directly to the ongoing improvement of our business.
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update the procedure from time to time to reflect changes in our operations, local expectations or best practice within the cleaning sector.
Count on our cleaners SW17 experts and experience the most hassle-free cleaning service at prices cut in half.
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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