Cleaners Croydon is committed to providing reliable and professional cleaning services for homes and businesses. We recognise that, on occasion, you may feel that aspects of our service have not met your expectations. 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.
The purpose of this procedure is to give all clients a clear and consistent way to tell us when something has gone wrong. It ensures that your concerns are listened to, recorded accurately, and used to improve the quality of our cleaning services in Croydon and the surrounding areas. We treat all complaints seriously, whether they relate to a one-off cleaning visit or an ongoing cleaning contract.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous enquiry. This can include issues such as:
Quality of cleaning carried out at your property.
Failure to attend a scheduled appointment or repeated lateness.
Conduct, behaviour, or professionalism of cleaning staff.
Concerns about how we have communicated with you or managed your booking.
Billing or administrative errors relating to your cleaning service.
If you are unsure whether your concern counts as a complaint, you are still encouraged to contact us so we can address the matter.
We encourage clients to raise concerns as soon as possible after the issue occurs, so that we can investigate effectively. When submitting a complaint, please provide the following information to help us understand and resolve the matter:
Your full name and the address where the cleaning took place.
The date and approximate time of the cleaning service or incident.
A clear description of what went wrong and how it has affected you.
The names of any staff members involved, if known.
Any photographs or notes that may support your complaint, where relevant.
You may raise a complaint in writing or verbally using our usual contact channels. If a member of our cleaning team receives your complaint in person, they will pass it to the appropriate manager for review.
Once we receive your complaint, we will record it in our internal system and arrange for a manager to review it. We aim to acknowledge all complaints within a reasonable time frame, confirming that we have received your message and advising you of the next steps.
During this stage, we may contact you to clarify details, request additional information, or arrange a convenient time to discuss the issue further. Our goal is to gain a full understanding of what has happened before deciding on an appropriate response.
Following acknowledgement, we will investigate your complaint. This may involve:
Reviewing cleaning schedules, job notes, and any relevant records.
Speaking with the cleaning operatives or supervisors involved.
Assessing any photographs or evidence you have provided.
If appropriate, we may request to re-visit the property to view the areas of concern. Once our investigation is complete, we will provide you with a clear and reasoned response. This response will outline:
What we have found during our investigation.
Whether your complaint has been upheld in full, in part, or not upheld.
Any actions we will take to resolve the issue or improve our service.
Where we find that our service has fallen below the standards we aim to provide, we will seek to put matters right in a fair and proportionate way. Depending on the circumstances, this may include:
Offering a re-clean of the affected areas where practical.
Making reasonable adjustments to future cleaning visits.
Providing training or guidance to the staff involved.
Reviewing and updating our internal procedures to prevent similar issues.
Any remedy offered will take into account the nature of the problem, the impact on you, and the terms of the service originally agreed.
If you are not satisfied with the outcome of our investigation or the action we propose, you may request that your complaint is escalated. Your complaint will then be reviewed by a more senior manager who was not directly involved in the original decision.
During this escalation stage, we will look again at the evidence available and consider whether the previous response was fair and reasonable. We may contact you for further information or clarification. Once the review is complete, we will issue a final response, explaining our decision and any additional steps we will take.
We aim to handle all complaints as quickly as is reasonable, while still carrying out a thorough investigation. Actual timescales may vary depending on the complexity of the issue, the availability of staff, and whether a site visit is required. If we anticipate that our investigation will take longer than usual, we will keep you updated on progress.
All complaints are handled in confidence. Information you provide will only be shared with those who need it to resolve the issue or to improve our cleaning services. We handle all personal data in line with relevant data protection requirements and retain complaint records for an appropriate period for monitoring and training purposes.
We view complaints and feedback as opportunities to review and improve the way we work. Cleaners Croydon regularly analyses complaint trends to identify areas where additional training, supervision, or procedural changes are needed. By following this complaints procedure, you help us maintain consistent, high-quality cleaning services for clients across the Croydon area.
If you have particular communication needs or require assistance when making a complaint, please let us know when you first contact us. We will do our best to adapt our communication to ensure you can explain your concerns clearly and that you understand how your complaint is being handled.
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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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