Cleaners SW10 is committed to providing reliable and consistent cleaning services. We understand that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
This procedure applies to all customers who use our cleaning services, including domestic, commercial, end of tenancy, and one-off cleaning. It covers any dissatisfaction with our service, conduct of our cleaners, quality of work, or communication with our team. Our aim is to resolve issues quickly, fairly, and transparently, and to use feedback to continually improve our work in the local area we serve.
When handling complaints, Cleaners SW10 follows these principles:
We treat all complaints seriously and respectfully. We aim to resolve issues at the earliest possible stage. We handle complaints in a timely, fair, and unbiased manner. We protect your confidentiality, sharing information only where necessary to investigate and resolve the issue. We use outcomes from complaints to improve training, supervision, and quality control.
You can raise a complaint in the way that is most convenient for you. You may contact us in writing, by speaking to our office team, or by discussing concerns with a supervisor or manager. When making a complaint, please provide as much detail as you can so that we can investigate effectively.
To help us understand the problem clearly, please include: your full name, the address where the service took place, the date and approximate time of the service, a clear description of what went wrong, the names of any staff involved if known, and any photos or notes that might help us assess the issue. The more detail you provide, the faster and more accurately we can respond.
We encourage you to raise any concerns as soon as possible after the service. In most cases, complaints should be made within 48 hours of the cleaning visit so that we can inspect the property if needed and accurately review what has taken place. While we will always try to help, delays in reporting problems can limit what we are able to verify and may affect the remedies available.
Once we receive your complaint, we will record it in our internal system. We aim to acknowledge your complaint within a reasonable timeframe, confirming that it has been logged and providing an outline of the next steps. In some cases, we may ask for additional information to ensure we fully understand your concerns before starting a detailed review.
After acknowledging your complaint, we will begin an investigation. This may include reviewing job records, schedules, and checklists, speaking with the cleaners or supervisors who attended the property, requesting further details or evidence from you if required, and, where appropriate, arranging a revisit or inspection of the premises.
All investigations are carried out impartially. We aim to understand what happened, why it happened, and what we can do to put things right. Where an error or shortfall in our service is identified, we will take appropriate corrective action and consider whether wider improvements to our processes are necessary.
Once the investigation is complete, we will explain our findings to you in clear terms. We will let you know whether your complaint has been upheld in full, in part, or not upheld, and we will outline the reasons for our decision.
Depending on the circumstances, possible outcomes may include: an apology and explanation, a complimentary re-clean of specific areas where standards fell short, a partial or full adjustment to your invoice where appropriate, changes to how we schedule or supervise work in your area, or additional training or guidance for staff members.
Our goal is always to reach a fair and reasonable resolution that reflects the nature of the issue and the impact on you as our customer.
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 management team. When requesting an escalation, please explain why you are unhappy with the outcome or how you feel the issue has not been fully addressed.
The manager handling the escalation will review the original investigation, consider any new information, and may contact you to clarify specific points. After this review, we will provide you with a final response and outline any further steps we are able to take.
All complaints are handled in line with our data protection and confidentiality practices. We only share information internally on a need-to-know basis so that we can investigate and resolve your concerns. Any personal data you provide is used solely for managing your complaint and improving our service. We retain complaint records in line with our retention policies and applicable regulations.
Complaints and general feedback play an important role in maintaining high cleaning standards. Cleaners SW10 regularly reviews complaint records to identify trends, common issues, or service areas in which customers expect improvements. This might lead to updates in our cleaning checklists, additional staff training, closer supervision of certain services, or adjustments in how we plan and deliver cleaning visits in our operating area.
By following this complaints procedure, we aim to ensure that every concern is heard, investigated, and used constructively. We appreciate customers taking the time to tell us when something has gone wrong so that we can continue to refine and improve our cleaning services.
Choose our cleaners SW10 company for any of your cleaning needs in Brompton and it's guaranteed you won't regret.
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
(70)