This Complaints Procedure explains how customers of Cleaners SE5 can raise concerns about our cleaning services and how we will respond. Our aim is to handle every complaint fairly, promptly and with respect, while using all feedback to improve our services in the local area.
We recognise that, on occasion, our service may not fully meet your expectations. When this happens, we want to know. We are committed to:
Listening carefully to your concerns, taking them seriously and treating you with courtesy at all times.
Acknowledging and investigating complaints promptly and impartially.
Providing a clear explanation of what happened and, where appropriate, offering a suitable remedy.
Using the outcome of complaints to improve our cleaning practices, staff training and quality checks.
A complaint is any expression of dissatisfaction about the standard of cleaning, conduct of our cleaners, customer service, scheduling, access, or any other aspect of the service you receive from Cleaners SE5, where you would like a response or resolution.
You do not have to use specific words or formal language. If you tell us you are unhappy and want us to respond, we will treat it as a complaint and follow this procedure.
You can raise a complaint in the way that is most convenient for you. We recommend including the following details so that we can investigate efficiently:
Your full name and the property address where the cleaning took place.
Dates and times of the cleaning visit or visits concerned.
A clear description of what went wrong, including specific rooms, items or areas if relevant.
Any photos or written notes you wish to share to support your complaint.
How you would ideally like the issue to be resolved, for example a re-clean of certain areas or a review of future bookings.
We encourage you to raise concerns as soon as possible after the cleaning visit, ideally within a short time frame, so we can investigate while details are still fresh and take prompt corrective action.
In many cases, issues can be resolved quickly and informally. If you feel comfortable doing so, you can first raise the matter with the member of staff you normally deal with for bookings or with the supervisor responsible for your service.
For example, if a particular room has been missed or a task has not been carried out to the expected standard, we may be able to arrange a prompt re-clean or an adjustment before your next scheduled visit. If we resolve the matter to your satisfaction at this stage, we will still record your feedback internally in order to improve our service.
If you are not satisfied with the informal response, or if the matter is more serious, you can make a formal complaint. Once a formal complaint is received, the following steps will apply:
First, we will acknowledge your complaint, normally within a reasonable number of working days. We will confirm that we have received your concerns and explain what will happen next.
A senior member of staff will then investigate your complaint. This may involve reviewing job records, team schedules, cleaning checklists and any photographs or messages, as well as speaking to the cleaners and any supervisors involved.
We may contact you to obtain further information or clarification, particularly where the issues are complex or relate to access, security or specialist cleaning tasks.
We will aim to provide a full written response within a reasonable time. If our investigation is likely to take longer, we will let you know and provide an updated timescale.
When our investigation is complete, we will provide a clear explanation of our findings, including whether your complaint has been upheld in full, upheld in part, or not upheld. Where we identify that our service has fallen short, we will seek to put things right. Depending on the circumstances, this may include:
Arranging a re-clean of specific areas or the entire property where appropriate and practical.
Reviewing or amending your cleaning plan or schedule to better match your needs.
Providing service credits or other goodwill gestures where justified.
Offering additional supervision, guidance or training to the cleaners involved.
Adjusting our internal procedures or quality checks to prevent a similar issue in the future.
We will explain the reasons for any decision and, where we do not agree with part or all of your complaint, we will set out our reasons clearly.
If you remain dissatisfied after receiving our formal response, you may ask for the complaint to be reviewed again by a more senior manager or by a different member of the management team, who was not involved in the initial investigation. They will review the original complaint, the steps taken, and the outcome to ensure that our procedure has been followed fairly and thoroughly.
Following this review, we will provide a final response. This final response will explain any further findings and confirm whether the outcome has been changed or remains the same.
All complaints are handled in confidence. We share information only with staff who need it to investigate and resolve your concerns. We store and use any personal information provided in connection with a complaint in line with our data protection obligations and for the purpose of managing and reviewing our services.
We value all feedback, whether positive or negative. Complaints help us to understand where our cleaning services in the local area can be improved. We regularly review complaints to identify patterns, such as recurring issues in particular types of properties or with specific tasks, and take action to improve performance, training, supervision and customer communication.
By following this Complaints Procedure, Cleaners SE5 aims to ensure that any concerns are dealt with fairly, sensitively and efficiently, and that our customers can continue to rely on a professional and trustworthy cleaning service.
We are reliable and trustworthy cleaners SE5 providers and deliver top quality and attractively priced cleaning services in Denmark Hill.
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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