Cleaners SW8 is committed to providing reliable and professional cleaning services across the local area. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect at each stage. Our goal is to resolve issues fairly, transparently and as quickly as possible.
This procedure applies to all clients who use Cleaners SW8 for domestic or commercial cleaning. It covers any dissatisfaction with our services, conduct of staff or subcontractors, scheduling, quality of work, or communication. We use all complaints as an opportunity to put things right for you and to improve the way we operate for future bookings across the local area.
When you raise a complaint with Cleaners SW8, you can expect the following:
We will treat your complaint seriously and with respect. We will listen carefully to your concerns and gather all relevant information. We will aim to acknowledge your complaint promptly. We will investigate your concerns openly and objectively. We will aim to resolve your complaint as quickly as possible, keeping you updated on progress. We will explain the outcome clearly and outline any corrective actions.
A complaint is any expression of dissatisfaction about the cleaning services or customer care you have received from Cleaners SW8, whether justified or not. Examples include missed or incomplete cleaning tasks, arrival times that differ significantly from agreed schedules, damage or loss of property during a visit, behaviour or conduct of a cleaner, recurring issues with booking or communication, and incorrect or unclear billing. If you are unsure whether your concern is a complaint, you are still encouraged to contact us so that we can clarify and assist.
We encourage you to raise any concerns as soon as possible so we can address them promptly. You can raise a complaint verbally to our team or in writing. When submitting a complaint, please provide as much detail as you can, including your full name, the service address, dates and times of the booking or incident, a clear description of what went wrong, the names of any staff members involved if known, and any supporting information, such as photographs or notes, that may help us understand the issue.
Once we receive your complaint, we will record the details in our internal system. A member of our customer service team will review the information and may contact you to clarify any points or request further details. We will aim to provide an initial acknowledgement within a reasonable timeframe. Where possible, we will attempt to resolve straightforward issues at this stage, for example by offering a re-clean, partial refund, or other suitable remedy.
If your complaint requires further review, it will be escalated to a manager or senior member of staff. The investigation may include speaking to the cleaners involved, reviewing schedules and checklists, examining photographs or other evidence, and assessing whether internal procedures were followed. We will take into account all information you provide and any relevant circumstances, such as access issues or health and safety requirements. During this stage, we may contact you again to discuss your concerns in more detail and to keep you informed of progress.
After completing our investigation, we will inform you of the outcome and any steps we will take to resolve the matter. Possible outcomes may include an explanation and, where appropriate, an apology, a corrective visit to re-clean specific areas, a goodwill gesture or partial refund where justified, changes to your future bookings, such as assigning a different cleaner or adjusting time slots, and updates to our training or procedures to help prevent similar issues in the future. We will explain our decision clearly and outline the reasons for it. If you are not satisfied with the outcome, you may request a further review by a senior member of the management team.
We aim to handle complaints as swiftly as possible while ensuring a thorough review. Acknowledgement of your complaint will usually be made within a short period after receipt. Most complaints will be investigated and responded to within a reasonable timeframe, depending on complexity. If more time is required due to the nature of the investigation or staff availability, we will let you know and provide an estimated timescale for completion.
All complaints are handled in confidence. Information about your complaint will be shared only with staff who need it to investigate and resolve the issue. We will store and process your personal data in line with applicable data protection principles. Details of complaints may be used for internal monitoring, staff training and service improvement, but any reporting will be anonymised where appropriate.
While we aim to respond positively to all complaints, Cleaners SW8 is not obliged to accept behaviour that is abusive, threatening or persistently unreasonable. In such cases, we may set boundaries for communication, limit the channels we use to respond, or, in rare situations, discontinue services. Any such decisions will be considered carefully and fairly.
Cleaners SW8 values customer feedback from across the service area, including complaints, suggestions and compliments. We regularly review all concerns raised to identify trends, training needs and areas for improvement. By following this Complaints Procedure, we aim not only to resolve individual issues but also to enhance the overall quality and reliability of our cleaning services for all clients.
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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
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