This Complaints Procedure explains how Cleaners Battersea manages and resolves concerns about our cleaning services. Our aim is to handle every complaint promptly, fairly and with respect, so that issues are addressed and our services can continually improve.
We understand that, on occasion, our service may not fully meet your expectations. When this happens, we want to know about it. Complaints are treated as an opportunity to put things right for you and to review how we work. We will listen carefully, investigate thoroughly and respond clearly.
We are committed to:
Responding to complaints in a timely manner, treating every customer with courtesy, keeping you informed throughout the process, aiming for a fair and reasonable outcome, and using feedback to improve our cleaning services.
This procedure covers complaints related to our cleaning services, including but not limited to quality of cleaning work, conduct and behaviour of cleaners, punctuality and reliability of scheduled visits, adherence to agreed cleaning tasks, and issues with communication about services booked.
It does not cover requests for general information, routine booking changes or quotations for cleaning, which follow our standard customer service processes.
You should raise a complaint as soon as possible after the issue arises, ideally within a reasonable time of the service taking place. Providing prompt information helps us investigate effectively and resolve matters more quickly.
When you make a complaint, please provide the following details where possible: your full name, the property address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, any relevant information about the booking or instructions given, and what outcome you feel would be fair.
Complaints can be made verbally or in writing to our customer support team during normal business hours. If you raise a concern directly with a cleaner on-site, it will still need to be reported to our office so it can be logged and properly managed.
Once we receive your complaint, we will follow a structured process designed to be transparent and consistent.
We will acknowledge your complaint as soon as reasonably possible. At this stage, we may ask for additional information or clarification to ensure we understand all aspects of your concern.
An appropriate member of the team will review the details of your complaint. This may include checking booking records and instructions, speaking with the cleaner or team involved, reviewing any photographs or evidence you provide, and, where relevant, discussing the matter with any supervisor or manager responsible for the service.
After the investigation, we will provide you with a clear response explaining our findings. Where we agree that our service did not meet the expected standard, we will propose a suitable resolution. Depending on the circumstances, this may include a re-clean of the affected areas, adjustments to future services, or another appropriate remedy.
If we find that we followed the agreed instructions and standards, we will explain why and provide as much detail as we reasonably can.
We aim to resolve most complaints within a reasonable timeframe from acknowledgement. Complex matters that require more detailed investigation may take longer. If we cannot provide a full response within our usual time, we will let you know that the investigation is ongoing and give you an indication of when you can expect an update.
All complaints are recorded in our internal systems. We retain information about the nature of the complaint, how it was investigated, the outcome reached, and any actions taken to prevent similar issues in the future. These records help us monitor patterns, improve training and enhance our cleaning processes.
If you are not satisfied with our initial response, you may request that your complaint be reviewed by a senior member of our team. This person will look again at the information available, consider any new details you may provide, and decide whether the original outcome should be upheld or changed.
The response to an escalated complaint will explain the reasoning behind the final decision. Once this stage is complete, we will consider the matter closed unless new and relevant information emerges.
We expect our team to act professionally and courteously at all times when handling complaints, and we ask the same from our customers. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff. In serious cases, we may decide to limit or withdraw services where behaviour is unreasonable.
Every complaint is reviewed to identify whether our procedures, training or quality checks require improvement. Where we identify recurring issues, we will take steps such as updating staff guidance, revising cleaning checklists, providing additional training for cleaners, or adapting scheduling and supervision.
Cleaners Battersea may review and update this Complaints Procedure from time to time to reflect changes in our services or internal processes. The version published on our legal and policy information will always represent the current procedure.
If you have concerns about any aspect of our cleaning services, we encourage you to raise them promptly so we can work with you to resolve the issue constructively and maintain a high standard of service.
Give our cleaners Battersea a call today, if you need cheap, reliable and experienced cleaners company to deal with all your cleaning issues.
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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