This complaints procedure explains how customers can raise concerns about our cleaning services and how we will handle and resolve those concerns. Our aim is to deal with every complaint promptly, fairly, and consistently, and to use the feedback to improve our service for all clients.
We recognise that, despite our best efforts, problems can occasionally arise. When they do, we want to know about them so that we can put things right. We are committed to treating all complaints seriously, investigating them thoroughly, and providing a clear response within a reasonable time frame.
We will always handle complaints in a respectful and non-discriminatory way. Raising a complaint will not affect the standard of service you receive from us in the future.
This complaints procedure applies to all domestic and commercial cleaning services we provide in and around the SW5 area, including regular cleaning, one-off deep cleans, end of tenancy cleaning, and specialist cleaning tasks carried out by our cleaners.
You can use this procedure to raise concerns about the quality of cleaning, conduct of staff, punctuality, damage to property, billing issues, or any other aspect of the service you have received from us.
You can raise a complaint verbally or in writing. While we will accept verbal complaints, we encourage you to set out your concerns in writing where possible so that we have a clear record of the issues you are experiencing.
When making a complaint, please provide as much detail as you can, including:
The date and time of the cleaning service
The address where the service was carried out
Which aspects of the service you are unhappy with
The name of the cleaner or team if known
Any steps you have already taken to resolve the issue
Any evidence that may help us understand the problem, such as photographs or a list of missed tasks
To help us investigate effectively, we ask that complaints are raised as soon as possible after the issue occurs. For issues relating to quality of cleaning, we recommend that you contact us within 24 to 48 hours of the service being carried out, so that the condition of the property is still recent and can be reviewed accurately.
Once we receive your complaint, we will follow a clear process to ensure it is dealt with consistently and fairly. Our usual stages are:
Acknowledgement: We will acknowledge receipt of your complaint within a reasonable period. Where possible, we will confirm who will be responsible for handling the matter and an indicative timescale for investigation.
Initial Review: We will review the information you have provided and may contact you if we need further details or clarification. We may also speak with the cleaners involved and, where relevant, review job notes or schedules.
Investigation: The person handling your complaint will investigate the issues raised. This may include discussing the matter with supervisory staff, reviewing any available evidence, and considering whether our service fell short of the standards we expect.
Outcome: Once the investigation is complete, we will let you know the outcome. We will explain our findings, whether your complaint has been upheld in full, in part, or not upheld, and what actions we will take as a result.
We aim to provide a full response as quickly as possible, taking into account the nature and complexity of the complaint. While some issues can be resolved within a short period, others may require a more detailed investigation. If we anticipate a delay, we will let you know and provide an updated timescale.
Where a complaint is upheld, we will offer appropriate remedies depending on the circumstances. These may include:
Arranging a re-clean of the affected areas
Offering a partial or full refund where justified
Providing a credit or discount against a future service
Implementing additional staff training or supervision
Reviewing and improving our procedures to prevent similar issues
Any remedy offered will be proportionate to the issue identified and based on the findings of our investigation.
If your complaint relates to the behaviour or conduct of an individual cleaner or team, we will treat this with particular care and sensitivity. We will investigate the matter confidentially, speak with the staff member involved, and, where appropriate, take internal action in line with our policies. For privacy reasons, we may not be able to share full details of any internal measures taken, but we will confirm the steps we can disclose.
If you are not satisfied with the outcome of your complaint or feel that it has not been handled fairly, you may ask for the matter to be reviewed. An appropriate senior member of our team, who was not involved in the original investigation where possible, will re-examine your concerns and the actions taken so far.
Following this review, we will provide you with a final response setting out our position and any further steps we propose to take.
We value complaints and feedback as an important way of identifying where our cleaning services in the SW5 area can be improved. All complaints are recorded and monitored so that we can identify recurring issues, provide additional training where required, and continuously refine the way we operate.
We will treat all complaints in confidence and will only share information internally where it is necessary to investigate and resolve the issues raised. Any personal information you provide as part of a complaint will be handled in accordance with applicable data protection requirements.
This complaints procedure is reviewed regularly to ensure it remains clear, effective, and appropriate for the cleaning services we provide. We may update it from time to time to reflect changes in our operations, legal requirements, or best practice in handling customer complaints.
Rely on our cleaners SW5 company to give you amazing services at the lowest prices around. Give us a call today 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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