Cleaners Stockwell is committed to providing reliable, high quality cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right quickly and prevent similar issues in the future. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.
This procedure applies to complaints about our domestic and commercial cleaning services, including regular cleaning, one-off cleaning, end of tenancy cleans, after builders cleaning and any other services provided by our cleaners. It covers concerns about the quality of cleaning, punctuality, conduct of staff, missed visits, damage or breakages and communication issues related to your booking or service delivery.
Feedback that is purely positive or general suggestions for improvement can be shared with us at any time. However, if you would like your concern to be formally recorded, investigated and responded to, it will be handled as a complaint under this procedure.
You can raise a complaint using any of our usual contact methods. When you contact us, please provide your full name, the service address, the date and approximate time of the service, and a clear description of what went wrong. If relevant, you may also describe any steps already taken with your cleaner or our office team.
So that we can investigate effectively, we ask that complaints are made as soon as reasonably possible after the issue has occurred. For one-off and end of tenancy services, it is particularly helpful if we are informed within 24 hours of the clean. This allows us to review the work while it is still recent and, where possible, to inspect the property in the same condition.
To help us resolve your complaint promptly, please include as much of the following information as you can:
The type of service booked and the date and time of the visit. Any reference or booking number you may have received. A clear description of the problem and the areas or items affected. Whether you were present during the clean and if you raised the issue with the cleaner at the time. Any outcome you feel would be fair, such as a return visit or partial refund.
We may contact you to request further details or clarification. This is to ensure we fully understand the situation and can address it properly.
Once your complaint is received, it will be logged in our internal system and assigned to a member of our management team. We aim to acknowledge all complaints within two working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
Each complaint is treated seriously and confidentially. Details are only shared with staff who need the information to investigate and resolve the matter, such as supervisors and the cleaners involved in providing the service.
Our aim is to carry out a fair and thorough investigation. This may involve speaking with the cleaner or team who attended your property, reviewing schedules and notes related to your booking, and, where appropriate, requesting photographs or further information from you. If necessary and practical, we may arrange a visit to inspect the property.
We aim to provide a full response to most complaints within ten working days from the date of acknowledgement. If a complaint is more complex or requires additional time to investigate, we will let you know and provide an updated timescale. We will keep you informed of progress until the complaint is resolved.
Once our investigation is complete, we will explain our findings to you clearly. We will let you know whether your complaint has been upheld in full, upheld in part, or not upheld. Whatever the outcome, we will provide reasons for our decision and outline any steps we propose to take.
Where your complaint is upheld, possible outcomes may include a return visit to correct the work, a partial or full refund, or a credit towards a future clean. We may also take internal actions such as additional staff training, changes to our procedures, or closer supervision of certain services. Our goal is to reach a resolution that is fair and proportionate to the issue raised.
If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a senior member of our management team. When requesting an escalation, please explain why you are unhappy with the initial decision and what you would like us to reconsider.
The senior reviewer will look again at your complaint, the investigation and the response already provided. They may contact you for additional information and will then provide a final response, normally within ten working days of your escalation request. This will represent the final stage of our internal complaints process.
We view complaints as an important source of feedback that helps us improve our cleaning services and customer care. We regularly review complaint records to identify any recurring issues, training needs or process changes that could reduce the likelihood of similar problems arising in future.
By following this complaints procedure, we aim to handle every concern fairly, consistently and in a timely manner. We appreciate you taking the time to bring any issues to our attention and giving Cleaners Stockwell the opportunity to put things right.
Call our trusted cleaners Stockwell and leave your cleaning issues in the best hands. You will be gladly surprised with our great services and prices.
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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