Cleaners Putney is committed to providing reliable, consistent and professional cleaning services. We recognise that, on occasion, clients may feel dissatisfied with an aspect of our work or our customer service. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and promptly.
Our aim is to make the process straightforward, respectful and transparent. All complaints are taken seriously and are used as an opportunity for us to improve our services and client experience.
This procedure applies to all clients who use our cleaning services, including regular domestic cleaning, one-off deep cleans, end of tenancy cleans and other related services. It covers complaints about the standard of cleaning, conduct or behaviour of cleaners, reliability and punctuality, communication and administration, and any other aspect of the service provided by Cleaners Putney.
This procedure does not cover general enquiries, requests for quotations or booking changes that do not involve dissatisfaction. Those matters are handled through our standard customer service processes.
We follow clear principles when handling complaints. We aim to make it easy for you to raise a concern, respond to complaints in a timely and professional manner, treat all clients and staff with respect, investigate issues fairly and objectively, keep you informed throughout the process, protect your personal information, and use feedback to improve our services and staff training.
If you are unhappy with any aspect of our cleaning service, we encourage you to raise the issue as soon as possible so that we can address it quickly. Wherever possible, please contact us within 24 hours of the service taking place so we can investigate while the details are still clear.
When making a complaint, please provide your name and contact details, the date and time of the service, the address where the service took place, a clear description of the issue, including any relevant areas or rooms, and any supporting information such as photographs or notes. The more detail you can provide, the easier it will be for us to understand and resolve the matter.
You may raise a complaint verbally or in writing, according to whichever method is most convenient for you. All complaints will be logged and assigned to a member of our team for review.
Once we receive your complaint, we will first acknowledge that we have received your concern and confirm that it is being reviewed. We will then review the details you have provided and, where necessary, contact you for clarification or additional information.
We may speak with the cleaner or cleaning team who attended your property, review any internal notes or schedules related to your booking, and if relevant, consider any photographs or evidence you have supplied. Our objective is to gain an accurate understanding of what occurred so that we can provide a fair response.
After investigating, we will contact you to explain our findings, any conclusions we have reached, and the steps we propose to take to resolve the matter. We will always aim to act reasonably and proportionately, taking into account the nature of the complaint and its impact on you.
We aim to acknowledge all complaints within a reasonable period from receipt. Following acknowledgment, we will usually provide a full response within a few working days. In some cases, for example where a more detailed investigation is required or several staff members need to be consulted, it may take longer. If this happens, we will keep you informed of our progress and let you know when you can expect an outcome.
Where a complaint is upheld, we will offer an appropriate remedy. Depending on the circumstances, this may include arranging a return visit to re-clean specific areas, providing guidance or additional training to cleaners, adjusting internal processes or schedules to prevent recurrence, offering a partial or full service credit where reasonable, and providing a clear explanation and, where appropriate, an apology.
Our priority is to put things right where we have fallen short, and to ensure that similar issues are less likely to arise in the future. Where a complaint is not upheld, we will explain the reasons for our decision clearly and respectfully.
If you are not satisfied with the initial response to your complaint, you may ask for your complaint to be reviewed at a higher level within Cleaners Putney. When requesting an escalation, please refer to your original complaint and explain why you remain dissatisfied, along with any additional information you consider relevant.
The escalated review will be carried out by a senior member of our team who was not directly involved in the original decision, wherever possible. They will reassess the information, consider whether the original outcome was reasonable and fair, and decide whether any further action is required. You will be informed of the result of this review and the reasons for the decision.
We are committed to handling all complaints in a courteous and professional manner and expect the same level of respect in return. Our team will listen carefully, avoid defensive behaviour, and focus on resolving the issue. We ask that clients communicate in a calm and respectful way, avoiding abusive or threatening language or behaviour.
All complaints are handled confidentially. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will handle your personal data in line with applicable data protection laws and our internal policies.
Every complaint is an opportunity for Cleaners Putney to learn and improve. We review complaint trends on a regular basis to identify recurring issues, update training materials for cleaners, adjust our quality control checks, and refine our procedures and communication. Our goal is to reduce the likelihood of similar problems occurring again and to continually enhance the reliability and quality of our cleaning services.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with best practice. Cleaners Putney reserves the right to amend the procedure when necessary, for example to reflect changes in legislation, operational processes or client feedback. The most up-to-date version will always apply to new and ongoing complaints.
By choosing our affordable cleaners Putney services you will receive the best help at price we know you will be content with.
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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