This complaints procedure explains how clients of Cleaners SW11 can raise concerns about our cleaning services and how we will respond. Our aim is to resolve any issues fairly, quickly, and transparently, while learning from feedback to improve future service delivery.
Cleaners SW11 is committed to delivering reliable and professional cleaning services throughout our service area. If something goes wrong, we want to know. All complaints are treated seriously, handled confidentially, and used as an opportunity to improve. We will always aim to:
Respond promptly to your concerns, investigate thoroughly and objectively, communicate clearly at each stage, and offer a fair outcome with an explanation of our findings and actions.
A complaint is any expression of dissatisfaction about our cleaning services, conduct of cleaners, scheduling, communication, or the way we have handled a previous concern. You do not have to use specific wording to make a complaint. If you tell us you are unhappy and would like the issue addressed, we will treat it as a complaint and follow this procedure.
You can make a complaint in writing or by speaking to our team. To help us resolve the matter efficiently, please provide as much detail as possible, including your name and property address, date and time of the cleaning visit or booking, a clear description of what went wrong, any supporting information such as photos or notes, and what you would like us to do to put things right.
If you raise a concern with a cleaner on site, they will record the issue and pass it to our office team for follow up. For a formal complaint, please contact our office so that it can be logged and managed under this procedure.
Once we receive your complaint, we will log it and assign it to a member of the management team. We aim to acknowledge your complaint within two working days. In the acknowledgement, we will confirm that we have received your complaint, summarise our understanding of the issue, outline the next steps and expected timeframes, and let you know who is handling your case.
We will usually ask any cleaners involved for their account of events and may request further information from you if needed. For straightforward issues, we will aim to provide a full response within five to seven working days of acknowledgement.
If your complaint is more complex, involves multiple visits, or raises serious concerns, we may open a more detailed investigation. This may include reviewing appointment records and cleaning checklists, speaking with the cleaners and any supervisors involved, considering any photographs or evidence you have provided, and assessing whether our policies and procedures were followed.
During this stage, we may contact you to clarify details or request additional information. We aim to complete a detailed investigation and provide a written outcome within ten to fifteen working days, wherever possible. If more time is required, we will let you know and explain why.
After reviewing your complaint, we will provide a clear outcome. Depending on the circumstances, this may include an explanation of what happened and why, an apology and steps to prevent a recurrence, a complimentary or discounted re-clean of the affected areas, or a goodwill gesture where appropriate under our policies.
Any corrective actions, such as additional staff training or changes to procedures, will be recorded and monitored by management to help maintain and improve service standards across the areas we serve.
If you are unhappy with the outcome at Stage One or Stage Two, you can ask for a further review. Please explain which aspects of the response you disagree with and why, and provide any new information that you feel has not been considered.
A senior member of the management team, who has not been directly involved in the original handling of the complaint, will review the case. They may revisit evidence, ask additional questions, or seek further clarification from you or our cleaners. We aim to complete this review and issue a final response within ten working days of your request for escalation.
To help us investigate effectively, we ask that complaints about a cleaning visit are raised as soon as possible, ideally within 48 hours of the service taking place. This makes it easier for us to check the work carried out and take any corrective action promptly.
We may still consider complaints raised later than this, but our ability to investigate thoroughly may be reduced where significant time has passed.
All complaints are handled in line with our data protection responsibilities. Information you provide will be used only for the purpose of investigating and resolving your complaint, monitoring service quality, and meeting any legal obligations. Details are shared only with staff who need to know in order to manage the issue.
Your feedback, whether positive or negative, is essential to helping us maintain high standards of cleaning and customer care in our service area. We regularly review complaints to identify patterns or recurring issues, update staff training and guidance, and refine our processes so that problems are less likely to occur in future.
By following this complaints procedure, Cleaners SW11 aims to handle every concern fairly and consistently, while ensuring that clients feel listened to and respected at every stage.
Our cleaners SW11 company is the one that is always available to give you the best service at prices 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
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