Cleaners Tooting is committed to providing reliable, professional cleaning services and to resolving any problems quickly and fairly. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at every stage.
The purpose of this procedure is to ensure that all complaints are treated consistently, transparently and with respect. It is designed to:
Provide a clear and simple way for customers to tell us when something has gone wrong with their cleaning service.
Enable us to investigate complaints promptly and thoroughly.
Allow us to put things right where we have made a mistake.
Help us learn from feedback and continuously improve our domestic and commercial cleaning services in the local area.
A complaint is any expression of dissatisfaction about our cleaning services, staff, or communication, where you would like a response or resolution. This may include, for example:
The quality or thoroughness of a domestic or office clean.
Missed or incomplete cleaning tasks.
Issues with punctuality, conduct or behaviour of cleaning staff.
Problems with scheduling, access, or cancellation of appointments.
Concerns about how your enquiry or booking was handled.
Complaints can be made by any customer who has booked or received a service from Cleaners Tooting.
You can make a complaint in writing or verbally. While we accept verbal complaints, we encourage customers to put complaints in writing wherever possible so that we can clearly understand all the details and respond more effectively.
When raising a complaint, please include:
Your full name and, if applicable, the name the booking was made under.
The service address where the cleaning took place.
The date and time of the service you are unhappy with.
A clear description of your concern, including any specific areas or tasks that were not completed to your satisfaction.
Any relevant information that could assist our investigation, such as photos of the issue or notes about conversations with our staff.
We request that complaints are submitted as soon as possible after the service, ideally within 48 hours of the clean, so that we can address the matter promptly.
Once we receive your complaint, we will acknowledge it as soon as reasonably practical. Our acknowledgement will confirm that we have received your concerns and will explain the next steps in the process, along with an estimated timeframe for our investigation and response.
Cleaners Tooting investigates each complaint fairly and objectively. Depending on the nature of your concern, our investigation may include:
Reviewing your booking details and service records.
Speaking with the cleaners who attended your property.
Assessing any photos or information you have provided.
Checking our internal policies and standards to see whether they were followed.
We aim to complete our investigation in a timely manner while ensuring it is thorough and fair to all parties.
Once the investigation is complete, we will contact you with our findings and any proposed resolution. Depending on the circumstances, this may include one or more of the following:
An explanation of what went wrong and why.
An apology where we have not met our normal standards.
Offering a re-clean of the affected areas, where appropriate and practical.
Adjustments to your account or charges, where this is considered fair.
Steps we will take to prevent similar issues from happening again, such as additional training or updates to our procedures.
We will clearly explain the reasoning behind our decision and how we arrived at the outcome.
If you are unhappy with our response or feel that your complaint has not been properly addressed, you may ask for your complaint to be reviewed. In this case, a more senior member of our team will re-examine the complaint, the investigation, and the outcome that was originally proposed.
The review may include:
Reassessing the evidence and any new information you wish to provide.
Further discussion with the staff involved.
Considering whether alternative resolutions might be more appropriate.
After the review, we will provide you with a final response and explain any changes to the decision or the reasons for upholding the original outcome.
We always aim to handle complaints as quickly as possible. While exact timeframes may vary depending on the complexity of the issue, our general approach is:
To acknowledge your complaint promptly after receipt.
To complete our initial investigation and provide a response within a reasonable period.
To carry out any requested review without unnecessary delay.
If we believe that our investigation will take longer than originally indicated, we will let you know and provide an updated timeframe.
All complaints are handled in confidence and in accordance with applicable data protection requirements. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will store complaint records securely and retain them only for as long as necessary for legitimate business and legal purposes.
Cleaners Tooting views complaints and feedback as important tools to help us maintain and improve the quality of our cleaning services. We regularly review the complaints we receive to identify trends and areas where we can enhance our staff training, service standards, and communication with customers across our local service area.
This complaints procedure is available to all existing and prospective customers of Cleaners Tooting. You may request a copy at any time. We aim to keep this procedure clear and straightforward so that you know exactly how to raise a concern and what to expect from us at every stage of the process.
Entrust the most reliable cleaners Tooting in giving you cost-effective assistance today. Call us for a free quotation.
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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