Cleaners Dulwich is committed to providing reliable, high quality cleaning services and to resolving any concerns quickly and fairly. This complaints procedure explains how you can raise an issue, how we handle complaints, and what you can expect from us throughout the process.
This procedure applies to all domestic and commercial customers who use our cleaning services. It covers complaints about the quality of work, conduct of staff, adherence to agreed schedules, and any other aspect of our service delivery. We use all complaints as an opportunity to review and improve our services.
When you raise a complaint with Cleaners Dulwich, you can expect that we will treat you with respect, listen carefully to your concerns, handle your information confidentially, investigate impartially, and respond within reasonable timeframes. We aim to resolve most issues at the earliest possible stage.
You can raise a complaint through your usual contact method with Cleaners Dulwich or directly with a member of our office team. Please provide as much detail as you can, including your full name, the service address, the date and approximate time of the service, a clear description of what went wrong and how it affected you, and what outcome you are seeking, if you have a preference.
Complaints should be raised as soon as reasonably possible after the issue occurs, ideally within 48 hours of the service, so that we can investigate effectively and, where appropriate, arrange for remedial action.
To help us investigate thoroughly, we may ask you for additional information, such as photographs of the affected areas, lists of missed tasks or unsatisfactory work, and any relevant notes or communications about the booking. Providing these details is voluntary, but it can considerably speed up resolution.
Once we receive your complaint, we will record it in our internal system. We aim to acknowledge your complaint within two working days. This acknowledgement will confirm that your complaint has been received and outline the next steps and likely investigation timescales.
Your complaint will be assigned to a member of our management team who is not directly involved in the original service, wherever possible. The investigation may include reviewing booking records and job sheets, speaking to the cleaners who attended the property, reviewing photographs, notes, and any previous communication regarding the booking, and, if necessary, arranging a follow up visit to inspect the property.
We aim to complete most investigations within ten working days. If a complaint is more complex and requires more time, we will inform you of the delay and provide an updated timeframe.
Once the investigation is complete, we will provide you with a clear response that summarises what we have found, confirms whether your complaint is upheld in full, in part, or not upheld, and sets out any actions we will take to put things right or prevent similar issues in future.
Where a complaint is upheld, possible resolutions may include a return visit to re clean specific areas, adjustments to future services, internal staff training or supervision, or a partial or full refund where appropriate and in line with our terms and conditions. The specific remedy will depend on the circumstances of each case.
If you are not satisfied with the initial outcome, you may request that your complaint is reviewed by a senior manager. In your escalation request, please explain why you are dissatisfied with the original decision and what further outcome you are seeking. The senior manager will review the original investigation, any new information you provide, and may contact you for further clarification. We aim to provide a final response to escalated complaints within ten working days of receiving your request.
Cleaners Dulwich aims to treat all customers with courtesy and respect, and we expect the same in return. We understand that complaints can involve frustration or distress, but we will not tolerate abusive, discriminatory, threatening, or harassing behaviour towards our staff. In such cases, we may restrict methods of communication, discontinue the complaint process, or, in serious cases, withdraw our services.
All complaints are handled confidentially. Information is only shared internally with those who need it to investigate and respond to the matter. We retain records of complaints in accordance with our data protection obligations and use them to monitor service quality and identify areas for improvement.
Cleaners Dulwich views complaints as a valuable source of feedback. We review complaint records regularly to identify trends, recurring issues, or areas where our cleaners, equipment, or procedures can be improved. Outcomes of these reviews may include additional staff training, updates to our checklists and cleaning protocols, enhancements to our booking and communication systems, and revisions to our health and safety or quality assurance processes.
You may withdraw your complaint at any time by letting us know. Even if you withdraw your complaint, we may still review the issues raised internally to see whether any service improvements are required.
This complaints procedure is intended as a clear guide to how Cleaners Dulwich handles concerns raised by customers. It does not affect your statutory rights. We may update this procedure from time to time to reflect changes in our operations, feedback from customers, or legal and regulatory developments. The version in force at the time you raise a complaint will normally apply to how we handle that matter.
If you have any questions about this complaints procedure, you can contact us through your usual communication channel with Cleaners Dulwich and we will be happy to provide further clarification.
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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 |
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