This complaints procedure explains how clients of Cleaners Catford can raise concerns about our cleaning services and how we will respond. We aim to resolve any issues fairly, promptly and transparently, and to use all feedback to improve our work across Catford and the surrounding areas.
We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to know. Every complaint is treated seriously and investigated carefully. Our objectives are to put things right where we can, explain clearly what has happened, and take reasonable steps to prevent similar issues in the future.
You will never be charged for making a complaint, and we will not treat you less favourably because you have raised a concern about our cleaning services.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or the way we have handled a previous concern. This can include, for example:
1. Concerns about the quality or consistency of cleaning work.
2. Missed, delayed or shortened appointments.
3. Behaviour or professionalism of our cleaners or office staff.
4. Issues relating to property care, security or respect for your home or premises.
5. Problems with bookings, payments, or changes to agreed services.
If you are unsure whether your concern is a complaint, you can still raise it with us and we will advise you on the most appropriate way forward.
You can make a complaint in writing or verbally. Written complaints help us record details accurately, but you are not required to put your concerns in writing if you prefer to speak to someone instead.
Please provide the following information where possible so that we can investigate efficiently:
1. Your full name and the address where the cleaning took place.
2. The date and time of the service you are unhappy with.
3. A clear description of what went wrong and how it has affected you.
4. The outcome you are seeking, for example a re-clean, explanation, or other resolution.
5. Any supporting details that may be relevant, such as photos or notes.
Complaints should be made as soon as reasonably possible after the issue occurs so that we can look into the matter while details are still fresh.
Once we receive your complaint, we will:
1. Acknowledge your complaint and confirm that it is being reviewed.
2. Clarify any points if we need more information to understand your concerns.
3. Inform you who is responsible for handling your complaint at this stage.
We aim to provide an initial response within a reasonable timeframe, normally within a few working days. In this first response, we will explain the steps we are taking to investigate and when you can expect a further update.
We will then investigate your complaint. Depending on the nature of the issue, this may include:
1. Reviewing our schedules, records and any relevant notes from the visit.
2. Speaking with the cleaners or staff members involved.
3. Considering any photographs or evidence you have provided.
4. Comparing what happened with our company standards and procedures.
When our investigation is complete, we will contact you with an outcome. We will:
1. Summarise our understanding of your complaint.
2. Explain what we have found during the investigation.
3. Confirm whether your complaint is upheld, partially upheld or not upheld.
4. Set out any actions we will take, which may include a re-clean, a service adjustment, staff training, or other reasonable steps.
We aim to reach and communicate this outcome within a reasonable timeframe following our initial response. If the matter is complex and we need more time, we will let you know and keep you updated.
If you are not satisfied with the outcome at Stage Two, you can request that your complaint is reviewed at a higher level within the company. When you ask for an escalation, please clearly state why you remain dissatisfied and what further outcome you are seeking.
During this review stage, a senior member of staff who was not directly involved in the original investigation will re-examine the complaint. They may:
1. Review all records and evidence gathered so far.
2. Ask you for further information or clarification where needed.
3. Consider whether the initial investigation and decision were fair and reasonable.
Following this review, we will provide a final response setting out our conclusions and any further steps we will take.
We encourage clients to raise complaints as soon as reasonably possible. Complaints made a long time after the event may be more difficult to investigate fully, as staff may have changed and records may be less detailed. Nevertheless, we will always consider the circumstances and do what we reasonably can to look into any concerns that are raised in good faith.
All complaints are handled in a confidential manner. Information about your complaint is shared only with those who need to know in order to investigate and respond. We store information in line with our data protection obligations and retain complaint records for a reasonable period so we can monitor patterns, improve our services and respond to any follow-up queries.
We regularly review complaints and feedback to identify any recurring issues or areas where our cleaners or processes could be improved. This may result in additional staff training, changes to scheduling, updates to our checklists, or adjustments to our customer communication. Our aim is to ensure that clients in Catford and nearby areas receive a consistently reliable and professional cleaning service.
We want our complaints process to be accessible to all clients. If you require assistance to make a complaint, or need us to communicate in a different way because of language, disability or any other reason, please let us know. We will take reasonable steps to support you so that your concerns can be heard and considered properly.
This procedure is kept under regular review to ensure it remains clear, fair and effective for all Cleaners Catford clients.
Hire our cleaners Catford and pay nothing for professional cleaning help.
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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