Cleaners Swiss Cottage is committed to delivering reliable and professional cleaning services. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise concerns about our services, how we will respond, and the steps we take to resolve issues fairly, consistently, and promptly.
We take all complaints seriously and treat every concern as an opportunity to review and improve our services. Our aims are to make it easy for you to tell us when something has gone wrong, to respond within reasonable timescales, to investigate matters thoroughly and impartially, and to offer a clear outcome and, where appropriate, a suitable remedy.
This procedure applies to complaints about our cleaning services, including regular domestic cleaning, one-off cleans, end of tenancy or move-out cleaning, office or commercial cleaning, and other related services we provide in our operating area. It covers issues such as the standard or quality of cleaning, conduct or behaviour of cleaning staff, missed or late appointments, problems with access or security relating to our work, and any other service-related concerns.
If you are unhappy with any aspect of our cleaning service, we encourage you to contact us as soon as possible so that we can address the issue quickly. Wherever possible, please raise your concern within 48 hours of the service being carried out, particularly where it relates to the standard of cleaning. This allows us to accurately assess the situation and, if necessary, arrange for remedial work.
When raising a complaint, please provide your full name, the service address, the date and approximate time of the cleaning visit, a clear description of what went wrong, including the areas or tasks you are dissatisfied with, and any supporting information that may help us understand the issue, such as photos or specific examples.
Once we receive your complaint, we will acknowledge it within a reasonable period. We will then review the details provided and, if needed, contact you for further clarification. Our aim is to respond with a proposed resolution as soon as possible, taking into account the nature and complexity of the complaint.
In many cases, complaints can be resolved quickly by arranging a return visit to rectify missed or unsatisfactory cleaning tasks. For more complex matters, we may need additional time to investigate, for example by speaking with the cleaners involved, reviewing schedules or reports, and assessing any evidence you provide.
All complaints are investigated fairly and proportionately. We will consider the information you have given us, the agreed scope of work for the cleaning visit, any relevant notes held by our team regarding your booking, and the account of the cleaners who attended your property or premises.
Once the investigation is complete, we will explain our findings and confirm the outcome. Depending on the circumstances, possible resolutions may include a return visit to re-clean specific areas, a partial refund or adjustment, advice or clarification where there has been a misunderstanding about the scope of service, and internal action such as further training or supervision for staff.
Any remedy offered will be based on the evidence available and the terms agreed for the service. Where we are unable to uphold a complaint, we will explain our reasons clearly.
We aim to acknowledge complaints promptly and to provide a full response within a reasonable timeframe. The exact timescale may vary depending on the type of complaint and the information required to investigate it properly. If we are unable to provide a final response within our usual timeframes, we will keep you updated on progress and let you know when you can expect a further update.
To help us resolve issues efficiently, we ask that you report concerns as soon as possible, provide accurate and complete information about the service and the problem encountered, allow us reasonable access and opportunity to inspect or rectify the work where appropriate, and treat our staff with courtesy and respect while we work to resolve your complaint.
If you feel that your complaint has not been resolved to your satisfaction after our initial investigation and response, you may request that it is reviewed by a more senior member of our team. In your escalation request, please explain why you are dissatisfied with the initial outcome and what you would consider to be a fair resolution.
The senior reviewer will re-examine your complaint, taking into account the original information, our previous response, and any further points you raise. They will then provide a final response, which will set out our position and any further steps we are prepared to take.
All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and responding to your complaint, improving our services, and meeting any legal or regulatory obligations. We will handle your personal information in line with applicable data protection requirements.
We review complaints on a regular basis to identify patterns, recurring issues, and opportunities for improvement. Feedback from customers helps us refine our cleaning processes, training, supervision, and communication so that we can continue to provide a reliable service across our operating area.
By following this complaints procedure, Cleaners Swiss Cottage aims to ensure that any concerns about our cleaning services are dealt with fairly, consistently, and with genuine care for our customers and their properties.
Make your property stunningly clean by just getting in touch with the best cleaners Swiss Cottage today.
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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