This complaints procedure explains how Cleaners SE16 manages and resolves concerns about our cleaning services. It applies to all domestic and commercial customers using our cleaners in the local area. Our aim is to deal with every complaint fairly, promptly and consistently, and to use feedback to improve our service.
We understand that issues can occasionally arise, even with well planned cleaning work. When this happens, we are committed to listening carefully, responding quickly and putting things right wherever we reasonably can. Every genuine complaint is treated seriously and handled with discretion and professionalism.
We will always try to resolve concerns at the earliest opportunity, ideally as soon as they are raised. Where a swift resolution is not possible, we will keep you informed of our progress until the matter is concluded.
A complaint is any expression of dissatisfaction about our cleaning services, appointments, communication or conduct that requires a response. This may include issues such as:
Poor cleaning standards or missed areas during a visit
Damage to property or items allegedly caused by our cleaners
Missed or significantly delayed appointments
Concerns about the behaviour or attitude of a cleaner
Problems with how a booking was managed or confirmed
Disagreement about charges or details on an invoice
If you are unsure whether your concern counts as a complaint, you should raise it with us and we will confirm how it will be handled.
You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so that we can investigate thoroughly. Please include the following where relevant:
Your full name and the address where the cleaning took place
The date and approximate time of the visit or incident
A clear description of what went wrong and how it has affected you
The names of any cleaners involved, if known
Any photographs or other evidence that may help our investigation
Complaints are best made as soon as possible after the event, ideally within a few days of the service. This helps us to gather accurate information and resolve issues more effectively.
Once we receive your complaint, we will record it in our internal system and assign it to an appropriate member of our team. We aim to acknowledge complaints promptly and to confirm that we are looking into the matter.
During this stage, we may contact you to clarify details, request additional information or ask for photographs where relevant. Clear information at this point helps us complete an accurate and fair review.
The person handling your complaint will review all available information. This may include:
Speaking to the cleaners who attended your property
Reviewing job notes, schedules and any messages relating to the booking
Examining any photographs or evidence you have supplied
Assessing our cleaning checklist and agreed scope of work for the visit
We aim to complete most investigations within a reasonable timeframe. If we need more time, for example because a key person is unavailable, we will let you know and provide an updated timescale.
Once we complete our investigation, we will explain our findings and any action we propose to take. Possible outcomes may include:
An apology and explanation of what went wrong
Arranging a re-clean of the affected areas where appropriate
Offering a partial or full adjustment of charges where justified
Clarifying our terms of service if there has been a misunderstanding
Taking internal action with staff, such as additional training or supervision
We will always aim to offer a solution that is fair and proportionate to the issue raised, taking into account the evidence, the condition of the property and the agreed scope of work.
If you are not satisfied with the outcome of your complaint, you can ask for a further review. In this case, a different member of our management team will reconsider the matter. They will look at all the evidence already gathered, as well as any new information you provide, and will issue a final response.
Once this review is complete and our final position has been explained, we may not be able to revisit the same complaint unless new and significant information becomes available.
To allow us to investigate effectively, complaints about cleaning quality should normally be raised within 48 hours of the service taking place. This time frame helps us to verify the condition of the property and understand what has happened.
Complaints about billing, scheduling, communication or conduct should be raised as soon as reasonably practical after you become aware of the issue. When concerns are reported after a long delay, it may limit the steps we are able to take.
All complaints are handled in confidence and shared only with staff who need the information to respond and improve our service. We store complaint records securely and retain them only for as long as necessary for our business and legal purposes.
Details of your complaint may be used in internal training and quality monitoring, but any information used in this way will not identify you personally.
Every complaint, concern and suggestion helps us review how we operate. We regularly analyse the types of issues raised by customers using our cleaners in SE16 and surrounding areas so that we can spot patterns and introduce improvements, such as updated cleaning checklists, better communication procedures or additional staff training.
By following this complaints procedure and learning from the feedback we receive, we aim to strengthen the reliability, consistency and quality of our cleaning services for all customers.
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