Cleaners Clapham is committed to providing reliable, high standard cleaning services. We recognise that, on occasion, things may go wrong or fall short of expectations. This Complaints Procedure explains how you can raise a concern about our cleaning services, how we will handle your complaint, and what you can expect from us at each stage of the process.
We aim to deal with all complaints fairly, courteously and promptly. We use feedback to improve our services, our staff training and our internal systems. If you are dissatisfied with any aspect of our domestic or commercial cleaning services, we encourage you to tell us as soon as possible so that we can put things right.
We will always aim to:
Listen carefully to your concerns and understand what has gone wrong from your perspective.
Treat you with respect and handle your complaint confidentially, sharing information only with those who need it to resolve the matter.
Respond within clear timescales and keep you informed of progress.
Offer a fair resolution where a mistake has been made or where our service has not met the agreed standard.
A complaint is any expression of dissatisfaction about the standard of cleaning provided, the conduct or attitude of our cleaners or office team, the way a service has been scheduled or managed, or any other concern about how we have delivered or administered our services.
Examples of complaints include, but are not limited to:
Areas of your home or business that you believe were missed or not cleaned to the agreed standard.
Damage to property which you consider was caused during a cleaning visit.
Cleaners arriving significantly earlier or later than scheduled without prior agreement.
Concerns about the behaviour, professionalism or appearance of a cleaner.
Issues with how your booking, payment or ongoing account has been handled by our office team.
You may raise a complaint verbally or in writing. While we are happy to deal with complaints by phone or in person, we recommend putting more detailed complaints in writing so that there is a clear record of the issue and your desired outcome. This helps us investigate thoroughly and respond accurately.
When making a complaint, please provide:
Your full name and the property address where the cleaning took place.
The date and approximate time of the cleaning service or incident.
A clear description of what went wrong, including specific areas or items where relevant.
Any supporting information or evidence, such as photographs of missed areas or damage, if available.
Details of any steps you have already taken to raise the issue with our cleaners or office team.
What outcome you are seeking, for example a re-clean of specific areas or a review of our procedures.
To allow us to investigate effectively, we ask that complaints about the quality of cleaning or conduct of staff are raised within 48 hours of the relevant visit wherever possible. Complaints about billing issues, contract matters or ongoing service arrangements should be raised as soon as the problem is noticed.
We will still consider complaints raised after these periods, but our ability to investigate and resolve them fully may be reduced, especially where significant time has passed or cleaners have changed.
We follow a structured, step-by-step approach to handling complaints about our cleaning services.
Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. A member of our team will:
Check the details of your booking and service history.
Review any notes held by our office team or cleaners.
Contact you if we need clarification or further information.
Speak to the cleaners involved where appropriate.
At this stage, we may be able to resolve straightforward issues immediately, for example by arranging a re-clean of specific areas or clarifying what was included in the agreed service.
If your complaint requires further investigation, we will carry out a more detailed review. This may include:
Speaking in more depth with the cleaners or supervisors who attended your property.
Reviewing any relevant checklists, photographs or quality control records held by our team.
Assessing whether our agreed cleaning specification or schedule was followed.
Considering whether there are any training or process issues that may have contributed.
Following this investigation, we will propose a resolution. Depending on the circumstances, this may include one or more of the following:
Offering a re-clean of specific areas or an additional visit.
Providing a partial refund or credit against future services, where appropriate.
Issuing an apology and explanation where service has fallen below our expected standard.
Reviewing and adjusting our internal procedures or staff training to prevent a similar issue occurring again.
If you are not satisfied with the proposed resolution at Stage Two, you may request a further review. This review will, where possible, be carried out by a more senior member of our team who was not directly involved in the initial handling of your complaint. They will reassess the information already gathered and may contact you for further discussion before confirming a final internal decision.
Your complaint will be handled in confidence. Information will only be shared with those who need it to address your concerns, such as the cleaners involved and relevant office staff. We will store complaint records securely and in line with our data protection responsibilities. Complaint records are used to improve our services and to monitor the quality of our cleaning and customer care.
All complaints, whether minor or more serious, are logged and reviewed regularly. We use this information to identify patterns, address training needs and improve both our cleaning practices and our customer communication. By telling us when something is not right, you help us maintain and improve the standard of our services for all clients.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the range of services offered by Cleaners Clapham. We may update this procedure to reflect changes in our services, internal processes or applicable regulations. Any updated version will apply to complaints raised after the date of publication.
If you have any questions about this Complaints Procedure or how it applies to your specific situation, you can contact our office team, who will be happy to explain any part of the process in more detail.
Choose to hire our cleaners Clapham and get excellent service at affordable price.
Price List
| Carpet Cleaning | £ 55 |
| Upholstery Cleaning | £ 55 |
| End of Tenancy Cleaning | £ 95 |
| Domestic Cleaning | £ 13.50 |
| Regular Cleaning | £ 13.50 |
| Office Cleaning | £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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