This Complaints Procedure explains how clients of Cleaners SW1 can raise concerns about any aspect of our cleaning services and how those concerns will be handled. Our aim is to resolve issues quickly, fairly, and transparently, while using feedback to improve our services across the local area.
This procedure applies to all domestic and commercial clients who receive cleaning services from Cleaners SW1. It covers concerns about service quality, conduct of cleaning staff, appointment management, billing queries, and health and safety matters related to our work. It does not cover employment or HR disputes, which are handled under separate internal policies.
By setting out a clear process, we ensure every client knows how to raise a complaint, what information to provide, and what response and timescales to expect from us.
When handling complaints, Cleaners SW1 follows these key principles:
Fairness: Each complaint is considered on its individual facts, without bias or discrimination.
Respect: All clients are treated with courtesy, and we expect the same in return for our staff.
Confidentiality: Complaints are handled discretely, and information is shared only with those who need it to resolve the issue.
Timeliness: We aim to acknowledge and resolve complaints as quickly as reasonably possible.
Improvement: We use complaint outcomes to review training, supervision, and procedures, particularly for recurring issues in our local service area.
Where possible, we encourage clients to raise issues informally in the first instance. In many cases, concerns about missed tasks, timing, or specific cleaning requirements can be resolved quickly with a conversation and a prompt service adjustment.
If you are comfortable doing so, please raise the issue directly with the cleaner at the time of the visit, or with the supervisor or office contact who arranged your booking. We will always try to correct minor issues promptly, for example by:
Re-cleaning an area that was missed or not cleaned to the agreed standard.
Clarifying instructions or preferences for future visits.
Adjusting schedules where there has been a misunderstanding about timings.
If you are not satisfied with the outcome of this informal stage, or if the matter is more serious, you should use the formal complaints procedure set out below.
If your concern cannot be resolved informally, or you prefer a formal process, you can submit a written complaint. Please include the following information so we can investigate efficiently:
Your full name and, if applicable, your company or organisation name.
The service address where the cleaning took place.
The date and approximate time of the incident or service.
A clear description of what went wrong and how it has affected you.
Names of any staff members involved, if known.
Any supporting details that may help us understand the issue, such as photographs or notes taken at the time.
Written complaints help us maintain an accurate record of your concerns and ensure they are handled consistently and thoroughly.
Once we receive your formal complaint, the following steps will normally apply:
Acknowledgement: We will acknowledge receipt of your complaint and let you know that it is being reviewed.
Initial Review: A manager or designated complaints handler will review the information you have provided, along with relevant records such as job sheets, schedules, and staff reports.
Enquiry: Where necessary, we may contact you for further details or clarification, and we may speak with the staff members or supervisors involved. For complaints involving multiple visits or complex issues, this stage may take longer, but we will keep you informed.
Outcome: After our review, we will write to you setting out our findings, any action already taken, and any further steps we propose. Where the complaint is upheld, these may include a remedial clean, staff training or supervision, service adjustments, or a goodwill gesture where appropriate.
We aim to conclude most complaints within a reasonable timeframe from the date of acknowledgement. If there is likely to be a delay, we will explain the reason and give an updated timescale.
Where a complaint reveals that our service has fallen below the expected standard, Cleaners SW1 may offer one or more of the following, depending on the circumstances:
Corrective or remedial cleaning work.
Service changes, such as assigning different staff or adjusting cleaning checklists.
Internal training, guidance, or supervision to address the cause of the issue.
Review of our procedures, particularly where the issue affects more than one client or location.
Our priority is always to restore your confidence in our cleaning services and ensure that similar issues are less likely to occur in the future.
If you are dissatisfied with the outcome of your complaint or the way it has been handled, you may request an internal review. In such cases, a more senior manager who was not previously involved will reassess the complaint, the investigation steps taken, and the outcome reached.
During this review, we may ask you to provide any additional information or clarification you feel is relevant. After the review is complete, we will provide you with a final written response explaining our conclusions and any further actions we will take.
Cleaners SW1 will not tolerate any form of victimisation or disadvantage against clients who raise complaints in good faith. Your right to express concerns and seek resolution is fully supported, and our staff are trained to handle complaints professionally, regardless of their content.
We keep records of complaints and their outcomes in order to monitor the quality of our services and identify areas for improvement within our operating area. Complaint records are stored securely and retained only for as long as necessary for these purposes and to meet any applicable legal or regulatory requirements.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and appropriate for the cleaning services we provide. We may update it from time to time in response to client feedback, changes in best practice, or regulatory developments. The most recent version will always apply to new complaints.
Cleaners SW1 is committed to providing reliable, high-quality cleaning services. When things go wrong, we aim to put them right quickly and use the experience to enhance the service we offer to all clients in our service area.
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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 |
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