Cleaners SW6 is committed to providing reliable and professional cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can resolve issues quickly and improve our service. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us at every stage.
This procedure applies to all domestic and commercial customers who use our cleaning services. It covers complaints about the quality of cleaning, conduct of staff, missed or delayed appointments, administrative errors such as invoicing or scheduling, and any other aspect of our service delivery. It does not cover employment-related grievances raised by staff, which are handled under separate internal policies.
We aim to handle every complaint in a fair, consistent and timely manner. Our commitments are to treat every complaint seriously and respectfully, keep your information confidential and handle it in line with data protection principles, investigate impartially and listen to all sides, explain clearly what has happened and what we will do, and use what we learn from complaints to improve our services and staff training.
You can raise a complaint in several ways. You may contact us in writing to outline the issue, including relevant dates, locations and any supporting information. You may also raise your concerns verbally with a supervisor or a member of our management team, for example after a visit or service appointment. If you are an existing customer, you may choose to contact us through your usual communication channel with our office.
To help us handle your complaint promptly, please provide your full name, the service address, the date and approximate time of the service in question, a clear description of what went wrong or what you are unhappy about, and details of any immediate steps you would like us to consider, such as a return visit or review of charges. Providing photographs or other supporting information, where relevant, can assist us in understanding the issue more clearly, but they are not mandatory.
We encourage you to raise any concerns as soon as possible, ideally within 48 hours of the service taking place. This makes it easier for us to investigate and, where appropriate, put things right quickly. Complaints submitted after a longer period will still be considered, but our ability to investigate thoroughly may be reduced.
At this stage, we will acknowledge your complaint and attempt to resolve it informally and promptly. An initial review will usually be undertaken by a supervisor or a member of the office team. We will aim to acknowledge your complaint within a reasonable time frame and may ask for further details if needed to understand the problem.
Where possible, we will seek to provide an immediate solution. This might include arranging a re-clean of the affected areas, offering guidance or clarification about what was agreed, or adjusting a future appointment. Many concerns are resolved at this stage through clear communication and swift action.
If you are not satisfied with the outcome at Stage 1, or if the issue is complex or serious, your complaint will be escalated for a formal investigation by a manager. The manager will review all available information, which may include discussing the matter with the cleaning team, checking service records, schedules and any supporting evidence you have provided.
Following the investigation, we will provide a written response setting out our understanding of the complaint, the findings of our investigation, any factors that have influenced the outcome, and the steps we will take to resolve the matter. Possible outcomes may include an apology, corrective action such as a follow-up visit, service changes, staff training, or a review of charges where appropriate.
If you remain dissatisfied after the formal investigation, you may request a further review. At this stage, the complaint will be examined by a senior member of our management team who has not been directly involved in the earlier stages. They will consider whether the procedure has been followed correctly, whether the decision reached is reasonable in light of the evidence, and whether any additional steps are required.
Following this review, we will provide a final response setting out our decision and any additional actions we consider appropriate. This will normally conclude our internal complaints process.
We aim to deal with complaints as quickly as possible. While exact timeframes may vary depending on the complexity of the issue, we will always aim to act without unnecessary delay. If we require more time to complete a thorough investigation, we will let you know and keep you updated on our progress.
All complaints are handled confidentially. Information you provide will be shared only with those who need it to investigate and resolve the matter. We will store and process your information in line with relevant data protection requirements. Details of specific complaints may be used for staff training and service improvement, but any such use will not identify you personally without your consent.
We view complaints as an opportunity to learn and improve the cleaning services we provide across our service area. We regularly review complaints to identify patterns, areas of concern and opportunities for further staff training or changes to our processes. By telling us when something has gone wrong, you help us to raise standards and deliver more consistent, reliable cleaning for all customers.
We want our complaints procedure to be accessible to everyone. If you need help to make a complaint, or if you require information in a different format, please let us know and we will do our best to assist. We will not treat you unfairly or withdraw services simply because you have raised a complaint in good faith. Our focus is always on resolving issues and maintaining a positive, professional relationship with our customers.
Contact our cleaners SW6 company and see how much money we can save you with our affordable and cheap cleaning services.
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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