This Complaints Procedure explains how clients of Cleaners Lambeth can raise concerns about our cleaning services and how we will handle, investigate, and resolve those concerns. Our aim is to deal with every complaint promptly, fairly, and consistently, and to use all feedback to improve our domestic and commercial cleaning work across the local area.
We recognise that clear communication is essential to good service. If something has gone wrong with your cleaning visit or you are unhappy with any aspect of our service, we want to know. We are committed to taking complaints seriously, treating each one with respect, and keeping you informed about what we are doing to put things right.
We aim to resolve most issues at an early stage through open and honest discussion. Where a matter is more complex, we will carry out a more detailed review and agree appropriate next steps with you.
A complaint is any expression of dissatisfaction about the cleaning services you receive from us. This may include, but is not limited to:
Poor quality of cleaning or missed areas during a visit.
Cleaners arriving significantly late or failing to attend a booked appointment.
Concerns about the conduct or behaviour of a member of our cleaning team.
Problems with the handling of your booking, schedule, or access arrangements.
Issues related to damage to property, use of products, or health and safety practices.
If you are unsure whether something counts as a complaint, please raise it with us anyway. We would prefer to discuss it and agree a solution with you.
You can make a complaint in the way that is most convenient for you. You may:
Speak directly to the cleaner on site at the time of the visit, where appropriate and safe to do so.
Contact our office to explain the issue in more detail and request a follow-up.
When raising a complaint, it helps if you can provide:
Your full name and the address where the cleaning took place.
The date and approximate time of the cleaning appointment.
A clear description of what went wrong or what you are unhappy with.
Any relevant photographs or notes that help show the issue.
The more information you provide, the easier it is for us to investigate and resolve the matter quickly.
Many issues can be resolved informally and immediately. If you raise a concern directly with the cleaner during or shortly after the visit, they will do their best to correct the problem on the spot, where this is practical and in line with our policies.
If you contact our office, we will first try to resolve the matter informally. This may involve:
Clarifying what was agreed in your booking and what was actually delivered.
Arranging for a cleaner to return to complete or correct work where appropriate.
Explaining any limitations of the service or any health and safety considerations that apply.
Where an informal approach does not resolve the issue to your satisfaction, you may pursue a formal complaint as outlined below.
If you remain dissatisfied after informal discussions, or you feel that the issue is serious enough to require a formal review, we will follow this structured process.
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint and outline the next steps we will take.
A senior member of our team will review your complaint. This may include:
Checking your booking records, job sheets, and any notes about the visit.
Speaking with the cleaner or team who attended your property.
Reviewing any photographs or evidence you have provided.
During this stage we may contact you to clarify details or request further information to ensure we fully understand your concerns.
After the investigation, we will provide you with a clear response that explains:
What we have found as a result of our review.
Whether we uphold your complaint in full, in part, or not at all.
What actions we will take to resolve the matter, where appropriate.
Possible outcomes may include a return visit to complete work, adjustments to future services, internal training or guidance for staff, or other practical remedies that are fair and proportionate.
We aim to handle complaints as quickly as reasonably possible, taking into account the nature and complexity of the issue. Simple matters may be resolved within a short period, while more complex complaints may take longer to investigate thoroughly.
If we anticipate that our investigation will take longer than usual, we will let you know and provide an update on progress so you remain informed throughout the process.
All complaints are handled in confidence and only shared with those who need to know in order to investigate and resolve the matter. We handle any personal information you provide in line with our data protection obligations and only use it for the purpose of managing your complaint and improving our services.
You will not be treated less favourably for making a complaint in good faith. We value feedback from all clients and use it as an opportunity to review and, where necessary, improve the way we provide cleaning services in Lambeth and surrounding areas.
We regularly review complaints and feedback to identify patterns and areas where our cleaning services, communication, or internal processes can be improved. This helps us maintain consistent quality for regular and one-off cleaning jobs and enhances the overall experience for our clients.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and appropriate for the range of cleaning services we offer. Any significant changes to the way we handle complaints will be reflected in an updated version of this procedure.
If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us so we can provide further information and support.
Keeping on top of your cleaning chores is easy and affordable if you have our cleaners Lambeth on your side.
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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