Cleaners Sutton is committed to delivering reliable and professional cleaning services throughout Sutton and nearby areas. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at every stage of the process.
This procedure is designed to give all our clients a clear, fair, and straightforward way to tell us when they are unhappy with any aspect of our domestic or commercial cleaning services. It applies to all services provided by Cleaners Sutton, including regular cleaning, one-off cleans, end of tenancy cleaning, office cleaning, and any additional cleaning work we undertake.
We use all complaints as an opportunity to review our work, improve staff training, and enhance the quality and consistency of our cleaning services across the area we cover.
You may wish to make a complaint if you are dissatisfied with any part of our service, including, but not limited to:
• The standard or quality of cleaning carried out at your property
• The conduct, behaviour, or attitude of any member of our cleaning team or office staff
• Missed appointments, late arrivals, or repeated scheduling issues
• Damage to your property or belongings allegedly caused during a cleaning visit
• Inaccurate or unclear information given to you about our services, pricing, or terms
• Any other issue that leaves you feeling the service you received from Cleaners Sutton did not meet your reasonable expectations
We encourage you to raise any concerns as soon as possible after the issue arises, so we can address them quickly and effectively. You can make a complaint in the following ways:
• Verbally, to a member of our office team
• Verbally, to your cleaner or team leader on site (for minor issues)
• In writing, providing full details of your complaint
When making a complaint, please include:
• Your full name and the address where the cleaning took place
• The date and approximate time of the service
• A clear description of what went wrong and how it has affected you
• Any photographs or supporting information that may help us understand the issue
• Any immediate steps you would like us to consider, such as a re-clean of a specific area
Once we receive your complaint, we will record it in our internal system and assign it to an appropriate member of our management team for review. We aim to acknowledge your complaint promptly and confirm that we are looking into the matter.
In some cases, we may contact you to request additional information in order to understand the situation fully. This may include asking follow-up questions, requesting photos, or checking details of the service provided.
Our investigation may include some or all of the following steps, depending on the nature of your complaint:
• Reviewing our cleaning schedules and job notes for the date in question
• Speaking with the cleaner or cleaning team who attended your property
• Checking any relevant checklists, photos, or reports associated with the visit
• Reviewing previous communication and service history at your address
We aim to complete the investigation in a timely manner. For more complex issues, the process may take longer, but we will keep you updated if additional time is required.
Once the investigation is complete, we will explain our findings and any decisions that have been made. Where your complaint is upheld, we will propose appropriate steps to resolve the issue. Depending on the circumstances, this may include one or more of the following:
• Arranging a re-clean of specific areas or the entire property, where appropriate
• Offering a partial adjustment or other gesture of goodwill, where justified
• Providing additional training or guidance to staff members involved
• Reviewing and improving our internal processes to reduce the risk of recurrence
If we do not uphold your complaint, we will provide you with a clear explanation of our reasoning and the evidence we have considered.
We aim to handle all complaints promptly and fairly. While exact timescales may vary depending on the complexity of the matter, our general approach is:
• Acknowledge receipt of your complaint as soon as reasonably possible
• Begin investigation promptly after acknowledgement
• Provide a full response after the investigation is complete
If for any reason we are unable to meet these expectations, we will let you know and provide an updated timeframe.
If you are not satisfied with the outcome of your complaint at the initial stage, you may request an internal review. In this case, your complaint, our findings, and our initial decision will be reviewed by a senior member of the Cleaners Sutton management team who was not involved in the original investigation.
Following this review, we will provide you with a final response which sets out:
• The issues you raised and how they were considered
• Any new findings from the review
• Our final position and any further steps we are willing to take
All complaints are handled in a professional, respectful, and non-discriminatory manner. Making a complaint will not affect your right to continue using our cleaning services in Sutton and surrounding areas, and it will not impact the way we treat you as a client.
We will treat all information you provide in connection with a complaint as confidential, sharing details only with staff who need to know in order to investigate and resolve the issue. We also ask that clients treat our staff with courtesy and respect throughout the complaints process.
Cleaners Sutton actively uses feedback and complaints to improve our services. By letting us know when something has gone wrong, you help us identify areas where we can enhance our cleaning standards, communication, and reliability for all clients in the local area.
We appreciate the time you take to raise any concerns and are committed to dealing with every complaint carefully, consistently, and with the aim of reaching a fair resolution for everyone involved.
There is no need to burn a hole in your pocket when hiring professional cleaners Sutton for your cleaning needs. Simply call us today and get your biggest discount!
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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