Cleaners Merton is committed to providing reliable, professional cleaning services and a positive customer experience throughout our service area. This complaints procedure explains how you can raise a concern, how we will respond, and what steps we take to resolve issues fairly and efficiently.
The purpose of this procedure is to give customers a clear, accessible route to report any dissatisfaction with our cleaning services or conduct. It also helps us monitor performance, identify areas for improvement, and maintain consistent standards across all appointments, whether they are regular domestic cleaning, end of tenancy cleaning, deep cleaning, or commercial work.
A complaint is any expression of dissatisfaction about our cleaning services or customer care, whether made verbally or in writing, where you are seeking a response or resolution. This may include, but is not limited to, concerns about:
Quality or completeness of cleaning work
Punctuality, reliability, or missed appointments
Professional conduct or behaviour of cleaners
Damage to property or items during cleaning
Health and safety concerns related to cleaning activities
Billing, payments, or charges you believe are incorrect
Communication or service standards from our office team
You can raise a complaint in the way that is most convenient for you. We encourage customers to contact our office team so that we can record the details clearly and respond promptly. When submitting your complaint, please include:
Your full name
The service address
The date and time of the cleaning service or incident
A clear description of what went wrong
Any relevant information, such as photos of areas of concern or damaged items
What you would consider a reasonable resolution
Providing complete information at the outset helps us investigate thoroughly and respond within the timescales set out below.
We ask that complaints about cleaning quality are raised as soon as possible and ideally within 48 hours of the service. This allows us to inspect, verify, and correct any issues while they are still recent. For other issues, such as billing or conduct, please contact us as soon as you become aware of the concern.
We aim to deal with all complaints in a fair, consistent and transparent manner. Our process is as follows:
1. Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. For written complaints, we aim to acknowledge within three working days. In many cases, we will respond more quickly.
2. Initial Assessment
We will review the details you have provided, check our records for the relevant booking, and identify the best person to handle the investigation. This may be a supervisor, manager, or senior member of our office team.
3. Investigation
Depending on the nature of the complaint, our investigation may include:
Speaking with the cleaners who attended the property
Reviewing job notes and any previous feedback for the booking
Requesting further information or clarification from you
If necessary, arranging a revisit to inspect the areas or items of concern
We aim to complete our investigation and provide a full response within ten working days. If the matter is complex and likely to take longer, we will inform you and update you on progress.
4. Outcome and Response
Once the investigation is complete, we will inform you of the outcome, explain our findings, and set out any steps we will take to resolve the issue. Where we uphold a complaint, possible remedies may include:
Offering a corrective cleaning visit where appropriate
Providing a partial or full refund where justified
Offering a discount on a future service
Taking internal action, such as additional training or supervision for staff
We will always explain the reasoning behind our decision clearly.
If a complaint involves a serious issue such as health and safety risks, significant damage to property, or alleged misconduct, we will prioritise the matter. In such cases we may take immediate temporary measures, such as suspending a cleaner from attending your property while we investigate.
If you are unhappy with the initial outcome, you may request a review by a more senior manager. Please clearly explain why you disagree with the decision and what you believe would be a fair resolution. The manager will review the original investigation, consider any new information, and provide a final response.
We will always aim to handle complaints:
Promptly and within the timescales given
Objectively, considering both your account and our internal records
Respectfully and without discrimination
Confidentially, sharing details only with staff who need to be involved in resolving the issue
We recognise that even with careful planning, things can sometimes go wrong. When they do, we use complaints as an opportunity to put matters right and to improve our cleaning services for all customers in our service area.
All complaints are logged and reviewed regularly by our management team. We analyse trends to identify any recurring issues with particular services, locations, or procedures. Where needed, we may introduce updated training, supervision, checklists, or quality control measures to reduce the risk of similar problems occurring in future.
By following this complaints procedure, we aim to resolve individual concerns fairly and strengthen the overall quality and consistency of Cleaners Merton services.
Get your property professionally cleaned by just hiring the best cleaners Merton 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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