Cleaners SW19 is committed to providing reliable, professional cleaning services and to resolving any concerns quickly and fairly. This complaints procedure explains how you can raise a complaint, how we handle it, and what you can expect from us at each stage.
We aim to deliver a consistently high standard of cleaning for homes and businesses. If you are unhappy with any aspect of our service, we want to hear from you so that we can investigate, respond, and improve. We treat all complaints seriously, handle them confidentially, and seek to resolve them as soon as possible.
We will always aim to:
Listen carefully to your concerns, acknowledge mistakes when they happen, explain what went wrong where we can, and take practical steps to put matters right.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, or how we have communicated or managed a booking. This includes, for example:
Issues with the quality or completeness of cleaning. Concerns about timekeeping or reliability of cleaners. Problems with access, keys or property care. Concerns about conduct, behaviour or professionalism. Disputes about charges, invoicing or agreed work. Any situation where you feel we have not met our stated standards.
We welcome feedback whether it is a minor issue that can be fixed quickly or a more serious concern that needs a detailed review.
You can raise a complaint using any regular contact method you have already used with us. When you contact us, please provide:
Your full name and the address where the cleaning took place. The date and time of the service you are unhappy with. A clear description of what went wrong or did not meet your expectations. Any photographs or notes that may help explain the issue. Details of how you would like us to resolve the matter if you have a preferred outcome.
Providing clear information will help us investigate your complaint thoroughly and respond more quickly.
We aim to acknowledge all complaints as soon as reasonably possible. In most cases, we will acknowledge your complaint within a few working days. If we need further details to understand the issue, we will ask you for clarification.
We will then investigate and aim to provide a full response within a reasonable timeframe, taking into account the nature and complexity of the complaint. If our investigation is likely to take longer than we first anticipated, we will let you know and keep you updated.
Our investigation process may include some or all of the following steps:
Reviewing your booking information, job notes and service details. Speaking with the cleaners who attended your property or who were involved. Reviewing any photographs, messages or other evidence you have provided. Considering our service standards, policies and any relevant guidance.
We will assess whether the service provided matched what was agreed and whether it met our expected standards. We approach every complaint with an open mind and seek to be fair to both you and our staff.
Once our investigation is complete, we will explain our findings to you in clear terms. Where appropriate, we may offer one or more of the following remedies:
A practical solution such as a re-clean of specific areas. Adjustments to future bookings or service plans. A partial or full refund where we consider it justified. An apology and explanation of what went wrong. Changes to our internal processes, training or supervision to prevent similar issues arising again.
Any remedies offered will depend on the specific circumstances of your complaint and our professional judgment after investigation.
If you are not satisfied with our initial response, you may request that your complaint is reviewed at a higher level within Cleaners SW19. When you ask for an escalation, please explain which parts of our response you disagree with and why.
A more senior member of our team will then re-examine the complaint, the evidence, and the outcome proposed. They may contact you for further information. Following this review, we will provide a final response explaining our position.
If your complaint concerns the conduct, behaviour or professionalism of a cleaner or member of staff, we will handle it sensitively and confidentially. We may:
Interview the staff member involved. Review any relevant job notes, communications or evidence. Take appropriate action, which may include additional training, increased supervision or, in serious cases, disciplinary measures.
To respect privacy and legal obligations, we may not be able to share full details of any internal staff action taken, but we will confirm the general steps we have taken to address your concerns.
All complaints are handled in line with our approach to privacy and data protection. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting legal or regulatory obligations where relevant.
We will not share your personal information with third parties for marketing purposes as part of the complaints process.
Complaints help us identify where our cleaning services or systems can be improved. We regularly review patterns and themes arising from complaints, such as specific types of issues or recurring concerns, and use this information to improve training, quality control, scheduling and communication.
By following this complaints procedure, we aim to resolve problems fairly while continually raising the standard of the cleaning services provided by Cleaners SW19.
Rely on our top cleaners SW19 company to give you excellent deal any time when you call. We work 24/7 and guaranteed 100% excellent results.
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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