Cleaners SW4 is committed to delivering reliable, high-quality cleaning services across our local area. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and prevent similar issues in the future. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
We treat all complaints seriously and use them as an opportunity to improve. Our aims are to make it easy for you to tell us when something has gone wrong, respond quickly and transparently, handle your concerns fairly and respectfully, and resolve issues wherever possible to your satisfaction.
We will always deal with your complaint without discrimination and in a professional and courteous manner, whether you are a regular client, a one-off customer, or a commercial partner.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have handled a previous concern, where you would like a response or resolution. This can include issues such as the standard or quality of cleaning work, missed or late appointments, behaviour or conduct of cleaning operatives, damage to property or belongings, health and safety concerns, booking, scheduling, or access problems, and how we have communicated with you.
If you are unsure whether your concern is a complaint, please raise it with us anyway. We will guide you through the right process.
You can make a complaint in the way that is most convenient for you. You may speak to a member of our team in person at the time of service if it is safe and appropriate to do so, or contact our office team using your usual communication method shown in your booking confirmation or previous correspondence.
When making a complaint, it is helpful if you can provide your full name, the service address, the date and approximate time of the clean or incident, a clear description of what went wrong, and any supporting information such as photographs, notes, or messages. The more detail you can provide, the easier it will be for us to investigate and resolve the matter promptly.
We encourage you to raise complaints as soon as possible after the issue arises. For concerns about the quality of cleaning, we ask that you let us know within a reasonable time after the service so that we can verify what has happened and arrange any remedial work where appropriate.
While we will consider complaints raised at a later date, early notification helps us investigate more effectively and provide a fair outcome for all parties involved.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible and confirm that we are looking into the matter. An initial review will be carried out by a supervisor or manager, who may contact you for further details or clarification.
We will then investigate your concerns, which may involve speaking with the cleaning team who attended, reviewing job notes and schedules, and, where relevant, examining any photos or evidence provided. Our aim is to reach a clear understanding of what happened and what is the most appropriate resolution.
After the investigation, we will provide you with a response explaining our findings, any steps we have already taken, and any proposed actions to resolve the complaint. These actions might include providing a re-clean, offering a partial adjustment where appropriate, putting additional quality checks in place, or providing feedback and further training to staff.
We will always try to resolve straightforward issues as quickly as possible, sometimes on the same day if you contact us promptly. More complex complaints may take longer to investigate fully. Where an issue cannot be resolved immediately, we will keep you informed of our progress and let you know when you can expect a full response.
If there is an unavoidable delay, we will explain the reasons and provide an updated timescale.
If you are unhappy with the initial resolution proposed, you may ask for your complaint to be reviewed by a more senior member of our management team. When requesting a review, please explain why you are dissatisfied with the outcome, and include any additional information you feel has not been considered.
The manager reviewing your complaint will look again at the details, including how the investigation was carried out and whether the outcome was fair and reasonable. They may contact you to discuss the matter further before providing a final response.
All complaints are handled in confidence. Information will only be shared with staff who need it in order to investigate and resolve the issue. We store and process any personal information involved in complaints in line with our data protection obligations and our privacy practices.
We regularly review complaints and feedback to identify patterns and areas for improvement. This may lead to updates in our training, supervision, cleaning checklists, scheduling procedures, and health and safety measures. By raising a concern, you are helping us maintain and improve the standards of our cleaning services across the area we cover.
If you need help to make a complaint or would prefer to communicate in a particular way, please let us know. We will do our best to accommodate reasonable requests so you can raise concerns comfortably and clearly.
We value every client and will always aim to deal with your complaint fairly, respectfully, and with a genuine intention to resolve the matter and restore your confidence in Cleaners SW4.
You are in need of professional cleaners SW4 service? Contact us and hire the most experienced cleaning team who will charge you less than the other companies around.
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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