This Complaints Procedure explains how customers can raise concerns about any aspect of the services provided by Cleaners Wandsworth and how those concerns will be managed. Our aim is to resolve issues fairly, promptly and transparently, while using all feedback to improve our domestic and commercial cleaning services in the local area.
Cleaners Wandsworth is committed to delivering reliable, high quality cleaning. If something goes wrong, we want to know about it. We treat every complaint as an opportunity to put matters right, to listen to our customers and to improve our training, supervision and quality control processes.
We will always aim to:
Respond to complaints politely and professionally.
Investigate issues thoroughly and objectively.
Offer a clear explanation and, where appropriate, a suitable resolution.
Use feedback to prevent similar issues from arising in future.
A complaint is any expression of dissatisfaction about our cleaning services or about the behaviour or conduct of our cleaning operatives or office team. This can include, but is not limited to:
Concerns about the standard or quality of cleaning work.
Missed appointments or repeated lateness.
Damage to property or belongings.
Concerns about the conduct, attitude or professionalism of staff.
Any aspect of our communication, booking process, invoicing or customer service.
We encourage customers to raise any issue as soon as it arises so that we can address it quickly.
Customers can raise a complaint verbally or in writing. You may prefer to speak with us first to see if the issue can be resolved informally. Where possible, complaints should include:
Your full name and the service address.
The date and approximate time of the cleaning visit or incident.
A clear description of the problem and how it affected you.
Any relevant photographs or supporting information, especially in cases of alleged damage or missed work.
Providing accurate details helps us investigate your complaint properly and respond in a timely manner.
To help us investigate effectively, we ask customers to submit complaints within a reasonable period of time after the issue takes place. For service quality matters, we recommend contacting us within 24 hours of the appointment wherever possible. For damage, concerns about conduct or more complex issues, please contact us as soon as you become aware of the problem.
Once a complaint is received, we will acknowledge it within a reasonable timeframe. Where the issue is straightforward, we may be able to resolve it immediately or within a short period. For more complex matters, we may need additional time to investigate. In all cases, we will keep you informed of our progress and expected timescales.
When investigating a complaint, Cleaners Wandsworth will take the following steps as appropriate to the circumstances:
Review of the booking details, job notes and any relevant correspondence.
Discussion with the cleaning operative or team assigned to your property.
Inspection of photographs or evidence supplied by you.
Assessment of our internal procedures and any previous related feedback.
We aim to conduct all investigations fairly, without bias, and with respect for both the customer and our staff.
After we have completed our investigation, we will explain our findings to you clearly. Where a complaint is upheld or partially upheld, we will discuss appropriate resolutions. Depending on the circumstances, possible outcomes may include:
Providing a re-clean of areas not completed to an agreed standard.
Offering a partial or full adjustment to charges where reasonable.
Implementing additional training or supervision for staff involved.
Reviewing and improving our internal procedures or checklists.
In cases of alleged damage or loss, we will follow our internal policies and any applicable insurance processes. This may include requesting photographs, receipts or quotes for repair or replacement.
There may be situations where we are unable to uphold a complaint, for example:
When the issue arises from circumstances outside our control, such as access problems or unsafe conditions.
Where the property condition or reasonable limitations of our service were explained in advance.
Where evidence suggests that the standard of work met the agreed specification and service description.
In all cases, we will provide a clear explanation of our decision.
If you are not satisfied with the initial response or resolution offered, you may request that your complaint is reviewed by a more senior member of the team. When escalating a complaint, please provide any additional information that you feel has not been considered. We will then re-examine the matter and provide a final response.
All complaints are handled in confidence. Information is shared only with staff who need it to investigate and resolve the matter. Any personal data provided as part of a complaint will be processed in line with our data protection obligations and retained only for as long as necessary for record-keeping, legal or regulatory purposes.
Complaints and feedback help us maintain and improve the standards of cleaning we offer. Cleaners Wandsworth regularly reviews complaint trends, outcomes and customer comments to identify areas for training, process changes and service enhancement across our local customer base.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We may amend it from time to time to reflect changes in our services, internal processes or applicable requirements. The version published on our website will always be the most up to date.
You can get cleaners Wandsworth services at prices that everyone can afford! Just call us today and see with what we can help!
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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