This complaints procedure explains how customers of Cleaners Fulham can raise concerns about our cleaning services and how we will respond. Our aim is to resolve any issues quickly, fairly and professionally, and to use feedback to improve our services for households and businesses in our service area.
We understand that, despite our best efforts, problems can occasionally arise. When they do, we are committed to:
Listening carefully to your concerns and treating every complaint seriously.
Responding in a timely and respectful manner.
Investigating the issue thoroughly and impartially.
Keeping you informed throughout the process.
Offering a clear outcome and, where appropriate, a suitable remedy.
Learning from complaints to prevent similar issues in future.
A complaint is any expression of dissatisfaction about the standard of our cleaning services, the conduct of our cleaners, our booking processes or communication. Examples include:
The quality of cleaning not meeting the agreed standard.
Damage to property or items during a visit.
Missed or late appointments without reasonable notice.
Unprofessional behaviour, rudeness or lack of respect.
Concerns about health and safety or security while our cleaners are on site.
Billing or invoicing errors related to your cleaning service.
You can raise a complaint through your usual communication channel with Cleaners Fulham. Please provide as much detail as possible so we can investigate effectively. Helpful information includes:
Your full name and, if applicable, your business or property name.
The date and time of the cleaning appointment or incident.
The address where the service was carried out.
A clear description of what went wrong and how it affected you.
Any photos or evidence that support your complaint, such as images of missed areas or damage.
Any steps already taken to resolve the issue informally with a cleaner or coordinator.
We encourage you to raise your concern as soon as possible after the issue occurs so we can review the matter while details are still fresh.
Once we receive your complaint, we will log the details and allocate a person responsible for the initial review. We will aim to:
Acknowledge your complaint within a reasonable period of receiving it.
Clarify any points that are unclear and confirm our understanding of the issues raised.
Explain the next steps and the expected timescale for a full response.
During this stage we may contact the cleaner or cleaning team involved, review job records and booking notes, and, where relevant, ask for further information from you.
We will carry out an impartial investigation into your complaint. This may include:
Reviewing schedules, checklists and any service instructions recorded for your booking.
Speaking with the cleaners who attended your property and any supervisors involved.
Assessing any photographic or written evidence provided by you or our staff.
If necessary, we may request a follow up visit or inspection, with your consent, to better understand the situation. Once the investigation is complete, we will provide a written or verbal response that includes:
A summary of the complaint and the steps taken to investigate.
Our findings and whether the complaint is upheld, partially upheld or not upheld.
Any actions we will take to put things right.
Any changes we plan to make to our processes or training as a result.
Where your complaint is upheld, we will seek to provide a fair and proportionate remedy. Depending on the circumstances, this may include one or more of the following:
Providing a re-clean of specific areas or the entire property, where appropriate.
Offering a partial or full credit against a future cleaning service.
Issuing an apology and explanation of what went wrong and how we will prevent a recurrence.
Reviewing or changing staffing arrangements for future visits to your property.
Improving internal training, supervision or service procedures.
In the event of damage to property, we will follow our internal damage reporting and resolution process, which may involve insurance assessment and appropriate compensation in line with our terms and conditions.
If you are not satisfied with the outcome at the investigation stage, you may request that your complaint is escalated. We will then arrange for a more senior member of the team to review:
The original complaint and all related correspondence.
The investigation steps that were taken and the evidence considered.
The decision reached and the remedy offered.
Following this independent review, we will confirm whether the original decision stands or whether further action is required. This will be our final internal stage. We will clearly explain the reasons for the decision and any further options that may be available to you.
To help us deal with complaints effectively, we ask that you contact us about any service issues within a reasonable time of the cleaning appointment, ideally within a few days. Complaints raised much later may be harder to investigate in detail, although we will always review your concerns and respond as fairly as possible.
All complaints are handled with discretion. Information you share with us will be used only for the purposes of investigating and resolving your complaint, managing our services and meeting legal or regulatory obligations. We will store and process your details in line with our data protection responsibilities and our wider privacy practices.
Every complaint received by Cleaners Fulham is an opportunity for us to improve the way we work. We regularly review complaint records to identify patterns, training needs and service improvements. This helps us maintain consistent quality across our cleaning teams and deliver a reliable service to all customers in our area.
This complaints procedure is available to all customers of Cleaners Fulham and can be provided in writing upon request. If you need any part of it explained or clarified, please contact us through your normal communication channel and we will be happy to assist.
Make a call today to book the best cleaners Fulham company. We provide great value cleaning service at low cost for all of your needs.
Price List
| Carpet Cleaning | £ 55 |
| Upholstery Cleaning | £ 55 |
| End of Tenancy Cleaning | £ 95 |
| Domestic Cleaning | £ 13.50 |
| Regular Cleaning | £ 13.50 |
| Office Cleaning | £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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