Cleaners Brixton is committed to providing a reliable and professional cleaning service across our local area. We understand that, on occasion, customers may feel that the service provided has not met their expectations. This complaints procedure explains how to raise a concern, how we will respond, and the steps we take to resolve issues in a fair and timely way.
The purpose of this complaints procedure is to give all customers a clear route to tell us when something has gone wrong. It applies to all domestic and commercial cleaning services carried out by Cleaners Brixton, including regular cleaning, one-off deep cleans, end of tenancy cleaning and specialist cleaning services.
A complaint is any expression of dissatisfaction about the standard of our cleaning work, the conduct of our cleaners, the handling of appointments, access to our services or the way we communicate with you. We treat all complaints seriously and use them to improve our services.
You can raise a complaint in writing or verbally. We ask that you provide as much detail as possible about the issue so that we can investigate it properly. When making a complaint, please include the following information where possible:
The date and approximate time of the clean or incident, the property address where the service took place, the type of service booked, the names of any cleaners involved if known, a clear description of what went wrong and any steps you have already taken to try to resolve the matter.
If you are complaining about damage to property, please also describe the item, the nature of the damage and when you discovered it. Photographs and receipts or proof of purchase may be helpful to support your complaint, but they are not compulsory for us to consider your concerns.
To help us investigate effectively, we ask that you raise any complaint as soon as possible after the service has taken place. For issues relating to the quality of cleaning, we recommend you contact us within 24 hours of the visit so that we can review the work while it is recent and, where appropriate, arrange for remedial action. For complaints about damage or conduct, please raise the matter as soon as you become aware of it.
Once we receive your complaint, we will record it and arrange for it to be reviewed by an appropriate member of our team. We will acknowledge receipt of your complaint and confirm that it is being investigated. Where further information is needed to understand the issue, we may contact you to obtain more details.
We aim to conduct all investigations impartially and fairly. This may include speaking with the cleaners involved, reviewing booking records and job notes, and if relevant, examining any photographs or other evidence you have provided.
Our priorities during investigation are to understand what happened, assess whether our usual standards and procedures were followed, identify any service failures or misunderstandings and consider an appropriate and reasonable resolution based on the facts.
We will treat you and our staff with respect throughout the process and expect the same in return. Abusive or threatening behaviour towards team members or cleaners will not be tolerated and may affect our ability to continue to provide services.
After investigating your complaint, we will provide you with a response explaining our findings and any action we propose to take. While the specific outcome will depend on the nature of the issue, possible resolutions may include an apology and explanation, arranging a re-clean of the affected areas where appropriate, offering a partial adjustment to the service charge, providing guidance to staff and taking internal action to prevent recurrence.
Where we do not uphold a complaint, we will clearly explain our reasons. We aim to be transparent about the basis for our decisions so that you understand how we reached our conclusion.
We aim to resolve most complaints within a reasonable period, taking into account the complexity of the matter and the availability of any staff involved. Some straightforward issues may be resolved very quickly, while more complex complaints may require additional time for investigation. If we anticipate a delay, we will let you know and keep you informed of progress.
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed at a higher level within Cleaners Brixton. In your escalation, please explain why you are unhappy with the initial decision and what outcome you are seeking. A more senior member of our management team will then consider the matter, review the original investigation and determine whether any further steps are necessary.
We handle complaints and the information provided in connection with them in confidence. Details are shared only with those who need the information in order to investigate and respond to the complaint or to implement any outcomes. We process any personal data in line with applicable data protection requirements and retain records of complaints for as long as is necessary for our legitimate business purposes.
Feedback from customers, including complaints, is an important part of how we maintain and improve our cleaning services. We regularly review complaints to identify patterns, training needs and opportunities to update our procedures. This helps us to enhance service quality for all customers in our area.
Cleaners Brixton is committed to handling every complaint in a consistent, fair and respectful manner. We aim to put things right where we have fallen short and to learn from any mistakes. By following this complaints procedure, we hope to give you confidence that your concerns will be taken seriously and addressed professionally.
Opting to use one of our cleaners Brixton services is a great way to save money and time.
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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