This Complaints Procedure explains how customers of Cleaners SW9 can raise concerns about any aspect of our cleaning services, and how we will respond. Our aim is to resolve issues quickly, fairly and consistently, while using feedback to improve our services for all clients.
This procedure applies to all domestic and commercial clients who receive cleaning services from Cleaners SW9. It covers concerns relating to the standard of cleaning, conduct of staff, reliability and timing of visits, communication issues, and any other service-related matters. It does not cover matters that are the responsibility of third parties, or issues that fall outside our control such as building maintenance provided by others.
When you raise a complaint, Cleaners SW9 will:
Listen carefully to your concerns and treat you with respect and courtesy at all times.
Record your complaint accurately and keep clear notes of all discussions and actions taken.
Handle your complaint impartially, without discrimination or unfair treatment.
Acknowledge any mistakes that may have occurred and, where appropriate, offer reasonable remedies.
Use your feedback to review and, where necessary, improve our cleaning processes and staff training.
You can raise a complaint through any of the following channels:
In writing, setting out the details of your concern, dates, times, and, if relevant, the names of any cleaners involved.
Verbally, by speaking with our office or management team, who will record the details on your behalf.
When you contact us, please provide as much information as possible, including:
Your full name and service address.
The date and approximate time of the service or incident.
A clear description of the issue and how it has affected you.
Any supporting information that may help our investigation, such as photographs or notes.
Many issues can be resolved quickly and informally. In the first instance, we encourage you to raise any concerns as soon as possible after the cleaning visit. Where appropriate, a supervisor or manager may contact you to clarify details and agree any immediate steps to put things right. Where an issue is straightforward, we will aim to resolve it within a reasonable time, which may include arranging a re-clean, adjusting future cleaning instructions, or providing additional staff guidance.
If your concern cannot be resolved informally, or if you prefer to make a formal complaint from the outset, your complaint will be logged as a formal complaint.
We will provide an acknowledgement within a reasonable time of receiving your formal complaint. This acknowledgement will confirm that your complaint has been received and is being reviewed by a manager.
We will then investigate your complaint, which may include:
Reviewing service records, schedules and task lists.
Speaking with the cleaners or supervisors who attended the property.
Considering any photographic evidence or other information you have provided.
We aim to complete our initial investigation within a reasonable period, taking into account the nature and complexity of the complaint. If we need more time, we will keep you informed and explain the reasons for any delay.
Once the investigation is complete, we will provide you with a written or verbal response setting out:
Our understanding of the complaint.
The findings of our investigation.
Any actions we propose to take to resolve the matter.
Any further steps open to you if you remain dissatisfied.
Depending on the circumstances, possible outcomes may include:
A clear explanation or clarification where there has been a misunderstanding.
An apology where service has fallen below our expected standards.
Practical steps to put things right, which may include a re-clean or adjustment to future cleaning instructions.
Staff coaching, additional training or disciplinary action where appropriate.
Changes to internal processes or quality checks to help prevent similar issues arising in future.
If you are not satisfied with the outcome of the formal complaint stage, you may request that your complaint is reviewed by a senior member of the management team, who was not directly involved in the initial investigation. They will consider whether the complaint has been handled fairly and in line with this procedure, and whether the outcome is reasonable in light of the available evidence.
All complaints are handled in confidence as far as is reasonably possible. Information will only be shared with staff who need it to investigate or respond to the complaint. We handle all personal information in accordance with applicable data protection requirements and retain records of complaints only for as long as necessary to manage the issue and meet our legal and operational obligations.
Cleaners SW9 keeps a record of all formal complaints received, including details of the issue, actions taken and outcomes. These records help us monitor patterns, identify areas for improvement and maintain consistent standards of cleaning services across our service area. We periodically review complaints data as part of our ongoing commitment to quality assurance.
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for customers of Cleaners SW9. We may update it from time to time to reflect changes in our services, legal requirements or internal processes. The version published on our website is the current procedure that applies to all complaints.
Choose our professional cleaners SW9 services at revolutionary low prices. Call today to make a booking and get the best deals around Lambeth area.
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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