This complaints procedure explains how customers can raise concerns about the services provided by Cleaners SW7 and how those concerns will be managed. Our aim is to resolve complaints quickly, fairly and transparently, and to use feedback to improve our cleaning services across the local area.
Cleaners SW7 is committed to delivering reliable and professional cleaning services. If something goes wrong, we welcome the opportunity to put it right. We will treat all complaints seriously, handle them with respect and confidentiality, and ensure you are kept informed at each stage of the process.
This procedure applies to all domestic and commercial clients who wish to raise a concern about any aspect of our cleaning services, including:
Quality or standard of cleaning work
Conduct, behaviour or attitude of cleaners
Damage to property or belongings alleged to have been caused during cleaning
Scheduling, punctuality or missed appointments
Billing issues, charges or service descriptions
Health and safety concerns related to our work
This procedure does not cover disputes arising from services provided by third parties not employed or contracted by Cleaners SW7.
We encourage customers to raise issues as soon as possible so that they can be addressed promptly. You may submit a complaint in writing or verbally. When raising a complaint, please provide the following information where possible:
Your full name and the address where the cleaning service took place
The date and approximate time of the service
A clear description of what went wrong
The names of any staff you interacted with, if known
Any photographs or supporting information, where relevant
How you would ideally like the issue to be resolved
Complaints should be made within a reasonable period of the incident or service date so that we can investigate effectively.
Once we receive your complaint, it will be logged in our internal system. We will acknowledge receipt within a reasonable timeframe and confirm that your complaint is being reviewed. If we require clarification or additional information, we will contact you to request it at this stage.
A manager or designated supervisor will investigate your complaint. This may involve:
Reviewing cleaning schedules, job notes and any photographs
Speaking with the cleaners or staff involved
Reviewing any previous communication or service history
If necessary, arranging a visit to the property to assess the situation
We will aim to complete the investigation promptly and will keep you informed if more time is required, for example where circumstances are complex or further evidence is needed.
Once the investigation is complete, we will provide you with a clear written or verbal response, setting out:
Our understanding of your complaint
The steps taken to investigate
Our findings and conclusion
Any proposed resolution or remedial action
Where a complaint is upheld, possible outcomes may include a re-clean of the affected areas, partial refund, credit towards future services, or other appropriate remedial measures depending on the circumstances. Where a complaint is not upheld, we will explain the reasons clearly and respectfully.
If you are not satisfied with the outcome at Stage 3, you may request that your complaint be escalated for further review by senior management. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking.
Senior management will review the original complaint, the investigation and the decision made, and may seek additional information if required. A final response will then be provided, which represents the companys definitive position on the matter.
We aim to handle complaints as efficiently as possible. While exact timeframes may vary depending on complexity, our general approach is to:
Acknowledge complaints within a reasonable period
Complete investigations as soon as practicable
Communicate any delays and provide updates where necessary
We recognise that timely responses are especially important where services are ongoing, and we will always seek to minimise disruption to your cleaning schedule.
All complaints will be handled in confidence. Information relating to your complaint will only be shared with staff who need it in order to investigate and resolve the issue. Personal information will be processed in line with applicable data protection requirements and our internal policies. Records of complaints are stored securely and retained only for as long as necessary.
Raising a complaint in good faith will never result in discrimination or negative treatment. Cleaners SW7 is committed to dealing with all customers fairly and professionally, regardless of whether they have raised concerns about our services. We also expect customers to treat our staff respectfully throughout the process.
We view complaints as an important source of feedback. Information from complaints is reviewed to identify patterns, training needs and opportunities to enhance the reliability and quality of our cleaning services in the local community. Where appropriate, we will update our procedures, guidance and staff training based on what we learn.
While we encourage customers to contact us directly so that we can address issues quickly and constructively, you may seek independent advice at any stage if you feel it is appropriate. This may include speaking to consumer advice bodies or relevant organisations that provide guidance on service disputes.
This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with good practice for cleaning companies. Updates may be made to reflect changes in our operations, customer feedback or relevant legal and regulatory developments.
By engaging our services, you agree that any concerns will in the first instance be raised with us in accordance with this procedure, so that we have a fair opportunity to investigate and resolve them.
Take advantage of our great discounts on cleaners SW7 services and get the best by calling us today!
Price List
| Carpet Cleaning | £ 7 |
| Upholstery Cleaning | £ 13 |
| End of Tenancy Cleaning | £ 95 |
| Domestic Cleaning | £ 11 |
| Regular Cleaning | £ 10 |
| Office Cleaning | £ 11 |
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