Cleaners Surrey is committed to providing reliable and professional cleaning services throughout the Surrey area. We aim to deliver high standards of work and customer care on every visit. However, we recognise that sometimes things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.
We take all complaints seriously and use them as an opportunity to improve our services. Our goals when dealing with complaints are to acknowledge your concerns quickly, investigate fairly and thoroughly, communicate clearly and respectfully, put things right where we have made a mistake, and learn from feedback to prevent similar issues in the future.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or the way we have handled a previous issue. This may include concerns about the quality of cleaning work carried out in your home or business, missed or late appointments, conduct, attitude, or behaviour of cleaners or office staff, damage to property or possessions arising during a visit, incorrect or unclear information provided about services or pricing, or delays in responding to enquiries or resolving issues.
We encourage you to raise any concern as soon as possible so we can address it promptly and effectively.
You can make a complaint in writing or verbally. To help us investigate and resolve your issue efficiently, please provide your full name, your address or the address where cleaning took place, the date and approximate time of the cleaning service, a clear description of what went wrong, and what outcome you are seeking, if known. The more detail you can provide, the easier it is for us to investigate properly.
If you prefer, you may also raise a concern directly with the cleaner on site at the time of the visit. They will do their best to assist you and will pass the details on to our office so that your concern is recorded and followed up.
We recommend that complaints about cleaning quality are raised within 24 to 48 hours of the service, where possible. This allows us to review the situation while it is still recent and, if needed, arrange a revisit or other remedial action. For other matters, such as billing queries or conduct issues, please contact us as soon as you become aware of the problem. Although we will always try to help, we may not be able to carry out a full investigation if a significant amount of time has passed and relevant information is no longer available.
Once we receive your complaint, we follow a clear process to ensure it is handled properly.
First, we will acknowledge your complaint. We aim to confirm that we have received your complaint within a reasonable timeframe. Where possible, we will let you know who will be dealing with it and an estimated timescale for our response.
Next, we investigate the issue. This may involve reviewing schedules, checklists, and notes from your booking, speaking with the cleaner or team who attended your property, reviewing any photographs or evidence provided, and, where appropriate, arranging to revisit the property to inspect the issue. During this stage, we may contact you to ask for further information or clarification.
We then provide a response. Once the investigation is complete, we will contact you with our findings and proposed outcome. This may include an explanation or clarification if there has been a misunderstanding, an apology where we have made a mistake or fallen below our standards, and practical steps to put things right, such as a re-clean, adjustment to your schedule, or other appropriate remedy. If we believe that we have acted reasonably and in line with our terms, we will explain our position and the reasons for our decision.
If you are unhappy with the initial response, you may ask for your complaint to be reviewed. A more senior member of our team will then re-examine the details of your complaint and the way it has been handled. They may contact you to discuss your concerns in more detail and will review any new information you provide. After this review, we will provide a final response summarising our findings and any further actions we can reasonably take.
We expect all communication during the complaints process to be courteous and respectful. Our team will always aim to be polite, professional, and calm, and we ask the same in return. We understand that complaints often arise from frustration or disappointment, and we will do our best to address your concerns constructively.
In some situations, we may not be able to meet all expectations, for example where a requested remedy is not reasonable or falls outside the scope of our services. In these cases, we will clearly explain what we can and cannot do and aim to find a fair and practical solution wherever possible.
All complaints are handled in confidence. Information about your complaint will only be shared with those who need it to investigate and resolve the issue, or where we are legally required to do so. We handle your personal information in line with relevant data protection principles and retain complaint records only for as long as necessary for reporting, quality control, and legal purposes.
We review complaints regularly to identify patterns, training needs, and opportunities to improve our cleaning services across Surrey. By providing feedback, you help us refine our processes, support our staff to maintain high standards, and ensure that our services remain consistent and reliable for all customers.
Thank you for taking the time to share your concerns with Cleaners Surrey. We value every customer and are committed to dealing with all complaints fairly, promptly, and professionally.
Depend on our cleaners Surrey in giving you the most professional help at price that won’t burn a hole in your pocket.
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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