Cleaners SW3 is committed to providing reliable, professional cleaning services and to resolving any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage. Our aim is to use every complaint as an opportunity to improve our services and customer care across our local operating area.
This procedure applies to all domestic and commercial clients who use Cleaners SW3 services. It covers complaints about cleaning quality, conduct of cleaning staff, timing and reliability of appointments, and any aspect of our customer service or billing practices.
We handle all complaints sensitively, confidentially, and in line with relevant consumer protection expectations. You will never be treated unfavourably for making a complaint in good faith.
Our complaints handling is based on the following principles:
Fairness: We listen to all sides, including the client, any staff member involved, and where relevant, any third parties.
Respect: You will be treated courteously at all times, and your concerns will be taken seriously.
Promptness: We aim to acknowledge all complaints quickly and resolve them within a reasonable timeframe.
Transparency: We will explain what we are doing to investigate your complaint and the reasons for any decisions we reach.
Continuous improvement: We record complaints, monitor patterns, and adjust our training, supervision, and procedures to reduce the likelihood of similar issues arising again.
Many issues can be resolved quickly by speaking to us as soon as a concern arises. If you are unhappy with any aspect of the cleaning service, please let our office or your regular point of contact know at the earliest opportunity.
Where possible, we will seek to resolve the matter informally. This may include arranging a re-clean, discussing expectations with the cleaning team, or clarifying details of the service agreement. If you are satisfied with the proposed solution, the issue will be recorded as resolved at the informal stage.
If your concern cannot be resolved informally, or you prefer a more formal approach, you can raise a formal complaint. Please provide the following information so we can investigate thoroughly:
Your full name and, if applicable, company name.
The property address where the cleaning took place.
The date and approximate time of the service or incident.
A clear description of what went wrong and how it has affected you.
Any evidence that may help us, such as photographs, notes, or communications.
You may submit your complaint in writing or by speaking directly with our office, who will then record the details on your behalf.
Once we receive your formal complaint, we will acknowledge it as soon as reasonably practicable. In our acknowledgement, we will confirm that we have logged your complaint, outline the next steps, and provide an indicative timescale for our investigation and response.
Our investigation will be carried out by a manager or a suitably senior member of staff who is not directly involved in the issue. The investigation process may include:
Reviewing your complaint and any supporting information.
Speaking with the cleaners or supervisors involved.
Reviewing schedules, checklists, and any relevant internal records.
Assessing whether service standards, company policies, or agreed specifications were met.
We will aim to complete our investigation within a reasonable period, taking into account the complexity of the matter and the availability of those involved.
Once the investigation is complete, we will inform you of the outcome and, where appropriate, propose a resolution. Possible outcomes may include:
An explanation or clarification, if there has been a misunderstanding.
A corrective action, such as a re-clean or an adjustment to the service.
Staff training or coaching, where performance or conduct needs improvement.
Changes to our processes or scheduling to prevent recurrence.
Where the complaint is upheld in whole or in part, we will explain what went wrong and how we intend to put it right. If we do not uphold the complaint, we will explain the reasons clearly and objectively.
If you remain dissatisfied after our initial response, you may ask for your complaint to be reviewed by a more senior manager. You should explain why you are not satisfied and what outcome you are seeking.
The reviewing manager will consider the handling of your complaint, any new information you provide, and whether the outcome was fair and reasonable in the circumstances. Following this review, we will write to you with our final position on the matter.
To help us investigate effectively and fairly, we ask that you raise any complaint as soon as possible after the event or service in question. Complaints made a long time after the issue may be more difficult to investigate fully, but we will still consider them and do what we reasonably can to resolve them.
Cleaners SW3 keeps a confidential record of complaints, including how they were resolved. We regularly review this information to identify trends, areas for improvement, and training needs among our cleaning staff and management team.
By monitoring complaint data, we aim to maintain and enhance the quality of our cleaning services, responsiveness, and reliability for clients throughout our local service area.
All complaints are handled in line with data protection principles. Information is shared only with those who need it to investigate and resolve the issue. We store complaint records securely and only for as long as necessary for operational and legal purposes.
This complaints procedure is reviewed regularly to ensure it remains clear, accessible, and effective. We may update it from time to time to reflect changes in our services, internal policies, or applicable regulatory expectations. The most recent version of this procedure will always apply when we handle your complaint.
Cleaners SW3 values your feedback and appreciates the opportunity to address any concerns you may have. Your comments help us to maintain high standards and continually improve our cleaning services.
If you want the best cleaners SW3 services in town don't hesitate to contact our company at any time. Call us and get a free quote!
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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