This complaints procedure explains how Cleaners Kennington handles any concerns or dissatisfaction with our cleaning services. Our aim is to resolve issues quickly, fairly, and transparently, and to use your feedback to improve our services.
Cleaners Kennington is committed to providing a high standard of domestic and commercial cleaning. If something goes wrong, we want to know about it and put it right. All complaints are taken seriously and handled in a professional and respectful manner. We will investigate every complaint carefully, keep you informed throughout the process, and aim to reach a fair outcome.
This procedure applies to complaints about any aspect of our cleaning services, including but not limited to quality of work, punctuality, conduct of cleaning staff, adherence to agreed instructions, and administrative or scheduling issues. It applies to both regular and one-off cleaning visits within our usual service area.
Where possible, we encourage you to raise any concern informally at the earliest opportunity. Many issues can be resolved quickly by discussing them with our office team, such as small areas missed during a clean or questions about the checklist followed by the cleaners. When contacting us, please provide your full name, property address, date and approximate time of the clean, and a clear description of the issue.
We will listen to your concern, ask any necessary clarifying questions, and try to agree an immediate practical solution such as arranging a reclean, adjusting the cleaning plan, or providing further guidance to the cleaning team. If you are not satisfied with the informal response, or if the matter is more serious, you may submit a formal complaint as set out below.
You may make a formal complaint in writing. This helps us to keep a clear record and to investigate thoroughly. When submitting a complaint, please include your full name and contact details, the address where the service was provided, the date and time of the cleaning appointment, a detailed description of what went wrong, any relevant photos or evidence, and information about any previous attempts to resolve the matter informally.
We recommend that formal complaints are made as soon as reasonably possible after the event, and in any case within a reasonable timeframe, so that we can investigate effectively while details are still clear and records are available.
Once we receive your formal complaint, we will acknowledge it in writing. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. If we require any further information to proceed with the investigation, we will ask for it at this stage. We will also provide an estimated timeframe for our investigation and response.
Your complaint will be investigated by a member of our management or customer support team who was not directly involved in the incident wherever possible. The investigation may include reviewing booking records and cleaning checklists, speaking with the cleaners who attended your property, reviewing any photos or evidence you have provided, and considering any relevant notes or past communications.
We aim to complete the investigation within a reasonable period, taking into account the nature and complexity of the complaint. If, for any reason, the investigation is likely to take longer than originally indicated, we will let you know and provide an updated timeline.
After completing the investigation, we will provide a written response setting out the findings of our review, whether your complaint has been upheld in full, in part, or not upheld, any actions we have already taken, and any further steps we propose to take. Depending on the circumstances, possible outcomes may include an apology and explanation, a corrective visit or reclean, adjustments to your future service, staff retraining or internal process changes, or, where appropriate and at our discretion, a financial gesture such as a partial refund or account credit.
If you are not satisfied with the outcome of our investigation, you may request that your complaint be reviewed by a senior manager. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking. The senior manager will review the original complaint, the investigation, the evidence considered, and the response given. They may contact you for further information or clarification. After considering all the information, the senior manager will issue a final written response.
To ensure that we can investigate fairly, we may not be able to fully review complaints about matters that occurred a long time ago, especially where records are no longer available or staff involved are not accessible. However, we will always do our best to understand your concerns and address any ongoing issues related to our current service.
We understand that complaints can arise from stressful situations, and we always aim to treat customers with courtesy and respect. In turn, we expect our staff to be treated in the same way. We may decide to limit or cease communication if a customer acts in an abusive, threatening, or harassing manner, uses discriminatory language, or makes excessive or repeated complaints that have already been fully addressed. Any such decision will be taken by senior management and communicated to you in writing.
All complaints are handled in confidence. Details are shared only with those who need to know in order to investigate and respond. We will handle your personal data in line with our privacy practices and relevant data protection legislation. Information from complaints may be used internally for training and quality improvement, but personal identifiers will be limited wherever possible.
Cleaners Kennington views every complaint as an opportunity to learn. We review complaint data regularly to identify patterns, recurring issues, and areas where we can strengthen our cleaning methods, staff training, and customer communication. By raising your concerns, you help us maintain and improve service standards across the local area we serve.
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or relevant regulations. The version published here will always represent our current approach to handling complaints about our cleaning services.
Our cleaners Kennington have years of experience in dealing with the dirt in your home. Take a look at our special offers and book the best team!
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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