Cleaners SW2 is committed to providing reliable and professional cleaning services for homes and businesses. We recognise that occasionally things may not go as planned, and when this happens we want to resolve issues promptly and fairly. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we work to prevent similar problems in the future.
The purpose of this procedure is to offer a clear, transparent process for handling complaints about any aspect of our cleaning services. We use all feedback, including complaints, to improve staff training, supervision, and overall service quality within our operating area.
This procedure applies to all clients who use Cleaners SW2 for one-off or regular cleaning, including domestic properties, offices, and commercial premises.
A complaint is any expression of dissatisfaction about our services, staff conduct, communication, or business practices, where a response or resolution is expected. This can include issues such as:
Missed or incomplete cleaning tasks, damage to property or belongings, lateness or non-attendance of cleaners, standards of cleaning not meeting what was agreed, concerns about staff behaviour, or problems with bookings, billing, or communication.
We encourage you to raise any concerns as soon as possible so that we can put things right quickly.
You can raise a complaint using any standard written communication method. When submitting a complaint, please include:
Your full name and the address where the service was provided, the date and approximate time of the service or incident, details of the issue you experienced, including affected rooms or areas, names of staff involved, if known, and what outcome you are seeking, for example a re-clean or explanation.
Providing clear and accurate information helps us investigate more efficiently and reach a fair resolution.
We ask that complaints about cleaning quality or missed tasks are raised within 48 hours of the service taking place. Cleaning work is time-sensitive, and raising concerns quickly allows us to properly review what happened and, where appropriate, arrange a prompt re-clean.
Complaints about other issues, such as communication or staff conduct, should be raised as soon as reasonably possible after the incident. However, we will always do our best to review concerns raised later where there is enough information available.
When we receive your complaint, we will follow a clear process designed to be fair, thorough, and respectful:
First, we will acknowledge your complaint and confirm that we are looking into it. We will then log the details of your complaint in our internal system and assign it to a member of our management team.
The appointed manager will review your account history, booking details, and any available notes or reports. Where appropriate, we may contact you to request further information. We may also speak to the cleaner or cleaning team involved and, if relevant, review any internal records relating to the visit.
Once the investigation is complete, we will respond to you with our findings, any conclusions we have reached, and the actions we propose to take.
We aim to acknowledge all complaints within three working days of receipt. In many cases, we will be able to provide a full response within ten working days.
If the issue is more complex or requires additional investigation, it may take longer. In such situations, we will explain the reason for the delay and give you an updated timeframe for our full response.
Our goal is to handle complaints fairly and to put things right where we have fallen short. Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:
A detailed explanation of what happened and any contributing factors, a partial or full re-clean of affected areas, where appropriate and feasible, service credits or other goodwill gestures, where justified, changes to the regular cleaning instructions or checklist to prevent recurrence, or additional training or supervision for the cleaners involved.
We will always explain the reasons for our decision and how we reached it.
If you are unhappy with the outcome of your complaint, you can ask for your case to be reviewed by a senior member of management. Please set out why you disagree with our initial response and include any additional information you feel is relevant.
The senior manager will review the original investigation and response, consider your further comments, and decide whether any aspect should be reconsidered or whether the outcome remains the same. We will then provide a final response, confirming our position and any further steps we will take.
Cleaners SW2 treats every complaint as an opportunity to learn and improve. We regularly review complaint records to identify recurring issues, service gaps, or training needs. This helps us to enhance our cleaning standards, staff performance, and customer care across our service area.
By following this Complaints Procedure, we aim to resolve issues as quickly and fairly as possible, maintain your trust, and continue to provide a dependable and professional cleaning service.
Call our cleaners SW2 today and find our attractive offers on all cleaning services! Make your home shiningly clean today!
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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