This complaints procedure explains how Cleaners SW12 manages and resolves concerns about our cleaning services. We aim to provide a clear, fair and transparent process so that any issues are dealt with promptly and professionally.
Cleaners SW12 is committed to delivering reliable, high-quality cleaning services for homes and businesses in the SW12 area. If something goes wrong, we want to know so we can put it right, learn from the experience and improve our service. We treat all complaints seriously and handle them in a respectful, confidential and impartial manner.
We will always aim to:
Listen carefully to your concerns and understand what has happened from your perspective. Acknowledge your complaint as soon as reasonably possible. Investigate the matter thoroughly and fairly. Provide a clear response and, where appropriate, a practical solution. Use feedback to improve staff training, service standards and communication.
This complaints procedure applies to any dissatisfaction related to our cleaning services, including but not limited to:
Quality of cleaning work carried out at your property. Conduct, attitude or behaviour of cleaners or supervisory staff. Punctuality, missed visits or access issues. Damage to property or belongings allegedly caused during a visit. Errors in scheduling, billing or service descriptions. Health and safety or hygiene concerns relating to our work.
This procedure is intended for clients who have booked cleaning services with Cleaners SW12, including one-off, regular, end of tenancy, office and specialist cleaning services.
If you are unhappy with any aspect of our service, please raise the issue as soon as possible so that we can investigate and respond while details are still fresh.
In the first instance, you should contact our office or your usual point of contact, providing:
Your name and, where applicable, the name of your business. The address where the cleaning took place. The date and approximate time of the service. A clear description of the problem and how it has affected you. Any supporting information, such as photos of areas of concern, where relevant.
You may raise a complaint verbally or in writing. Written complaints are often helpful in more complex cases, as they allow us to capture all relevant details accurately.
We ask that complaints about service quality or missed tasks are raised within 48 hours of the cleaning visit wherever possible. This enables us to assess the situation and, if appropriate, arrange a prompt re-clean or other remedy.
For other types of complaints, such as billing queries or conduct issues, please contact us as soon as you become aware of the problem. We will still consider complaints made later than 48 hours, but our ability to investigate thoroughly may be reduced if significant time has passed.
When we receive your complaint, we will follow these steps.
Acknowledgement: We will acknowledge receipt of your complaint as soon as reasonably possible. In most cases this will be within a few working days.
Initial Review: We will review the information you have provided and may contact you to clarify details or request additional evidence if needed, especially for claims about damage or missed tasks.
Investigation: Depending on the nature of the complaint, we may speak with the cleaners who attended, review job notes and schedules, and, if necessary, arrange an inspection visit to the property.
Outcome: Once the investigation is complete, we will provide a clear response. This will usually include our findings, any proposed remedy or corrective action, and any changes we will make to reduce the risk of similar issues arising again.
We aim to resolve most complaints within ten working days. Complex cases may take longer, but we will keep you informed of progress and expected timescales.
Depending on the circumstances, we may offer one or more of the following:
A sincere apology and explanation. A complimentary re-clean of specific areas or tasks that were missed, where appropriate and within a reasonable time frame. An adjustment or partial refund where a clear shortfall in service has been identified. Recommendations or changes to your cleaning schedule or specification to better match expectations. Additional staff training or internal process changes where our investigation indicates that improvement is required.
All remedies will be considered on a case-by-case basis, taking into account the nature of the complaint, the evidence available and the terms of our service agreement.
If you are not satisfied with the initial response, you may request that your complaint is reviewed at a higher level within Cleaners SW12.
To escalate your complaint, please explain why you remain dissatisfied, including any information you feel was overlooked. A senior member of our team will then reassess the case, review the original investigation and consider whether any further action is appropriate.
We will provide a final written outcome following this review. This represents the conclusion of our internal complaints process.
All complaints are handled in line with our commitment to fairness and respect. Making a complaint will not affect your right to continue using our services, and we will not treat you less favourably for raising a concern.
Your personal information and details of your complaint will be handled confidentially and only shared within Cleaners SW12 on a need-to-know basis for the purposes of investigating and resolving the matter.
We see complaints and constructive feedback as an opportunity to improve. Each complaint is logged and reviewed periodically so we can identify patterns, update our cleaning checklists, refine our quality control processes and implement additional training for our teams.
By following this complaints procedure, Cleaners SW12 aims to maintain high standards of service across the local area and build long-term, trusted relationships with our clients.
You should call our professional cleaners SW12 if you want to book the best cleaning services in the 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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