This Complaints Procedure explains how customers of Cleaners Bermondsey can tell us when something has gone wrong, and how we will respond. Our aim is to handle every concern about our cleaning services in a fair, transparent and timely way, so that any issues are resolved and future visits run smoothly.
We take all complaints seriously, whether they relate to domestic cleaning, end of tenancy work, office cleaning, or any other service we provide in Bermondsey and nearby areas. Complaints are treated as an opportunity to review what happened, put matters right where possible, and improve the way we work.
We will always aim to:
Listen carefully to your concerns and understand the impact on you.
Acknowledge your complaint promptly.
Investigate what happened in a balanced and objective way.
Provide a clear explanation and, where appropriate, offer practical solutions.
Use the outcome to prevent similar issues from happening again.
A complaint is any expression of dissatisfaction about our cleaning services or our staff, whether it is justified or not. This may include concerns about:
The quality or thoroughness of cleaning carried out at your home or business.
Missed or late appointments.
Conduct, behaviour or attitude of a cleaner or member of our team.
Damage to property or belongings during a visit.
Billing, quotations or the way a booking was handled.
You do not need to use particular wording to make a complaint. If you tell us you are unhappy and want us to look into it, we will treat it as a complaint.
You can raise a complaint with Cleaners Bermondsey by contacting our office using your usual method of communication, such as the contact form on our website or the details provided on your booking confirmation. Please provide the following information where possible so that we can investigate efficiently:
Your full name and, if applicable, the business or property name.
The service address and the date and approximate time of the clean.
A clear description of what went wrong and how it has affected you.
Any supporting information such as photographs, checklists or notes.
How you would ideally like us to resolve the matter.
We encourage you to get in touch as soon as possible after the issue occurs, while details are still fresh in everyone’s mind.
Once we receive your complaint, we will log it in our internal system and carry out an initial review. We aim to acknowledge your complaint within a reasonable timeframe, confirming that we have received it and setting out the next steps.
At this stage we may contact you to clarify details, ask for more information, or request photographs when relevant. In many straightforward cases, we may also be able to offer an immediate solution, such as arranging a re-clean or correcting a scheduling issue.
If your complaint cannot be resolved straight away, it will be passed to a senior member of our team for a more detailed investigation. This may involve:
Reviewing the booking details and job notes.
Speaking to the cleaner or team who attended the property.
Examining before and after photos or checklists, if available.
Assessing whether our usual standards and procedures were followed.
Once we have gathered the relevant information, we will issue a written or verbal response explaining:
What we have understood about your complaint.
What we found during our investigation.
Any conclusions we have reached.
Any actions we propose to take to put things right where appropriate.
We aim to provide a full response within a reasonable period of time, depending on the complexity of the matter. If we need longer, we will let you know and keep you updated.
Where we find that our service has fallen below our standards, we will seek a fair and practical remedy. Depending on the circumstances, this may include one or more of the following:
Offering a re-clean of all or part of the property at no additional cost.
Adjusting an invoice or providing a partial refund where appropriate.
Providing guidance or additional training to the cleaners involved.
Reviewing and updating our procedures or checklists.
Not every complaint will result in financial compensation, but we will always explain clearly how we reached our decision and what we can do to help.
If you are not satisfied with the outcome or the way your complaint has been handled, you may ask for it to be reviewed by a more senior member of the management team. When requesting an escalation, please explain why you disagree with the initial decision and what outcome you are seeking.
The manager reviewing the escalation will look again at the information, consider any additional points you raise, and decide whether the original response should be upheld, amended or replaced. We will then provide a final response outlining our position.
We aim to handle all complaints with courtesy and respect, and we ask the same in return. If communication becomes abusive, threatening or unreasonable, we may limit the ways or times at which we communicate, while still taking reasonable steps to address the underlying issue.
Information you provide as part of a complaint will be treated in confidence and used only for the purposes of investigating and resolving your concerns, improving our services, or meeting any legal or regulatory obligations. Complaint records are stored securely in line with our data protection practices.
Cleaners Bermondsey uses feedback and complaints to review performance across the homes and businesses we serve. Trends and recurring themes are analysed so that we can refine our cleaning processes, staff training and quality checks. By raising your concerns, you help us keep our services reliable for every customer in the area.
If you have any concerns about our cleaning services, we encourage you to follow this Complaints Procedure so we can work with you to reach a fair and timely resolution.
Enjoy our high quality cleaners Bermondsey service at affordable prices by calling the best cleaning company around.
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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