Complaints Procedure

Merton Cleaners Complaints Procedure

Merton Cleaners is committed to delivering reliable and professional cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair resolution.

Our Approach to Complaints

We treat all complaints seriously, whether they relate to domestic cleaning, commercial cleaning, end of tenancy cleans, or any other service. Our aims are to:

Listen carefully and treat you with respect and professionalism at all times.

Investigate issues thoroughly, objectively and without unnecessary delay.

Offer a clear explanation, appropriate remedy, and any learning we take from the situation.

Use feedback to improve our cleaning standards, staff training and customer care.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, pricing clarity, or anything else related to your experience with Merton Cleaners, where you would like a response or resolution. This can include, for example:

The standard or quality of cleaning at your property.

Missed or incomplete tasks on a cleaning visit.

Concerns about punctuality, behaviour or professionalism of cleaners.

Issues with access, keys, or leaving your property secure.

Problems with booking, scheduling, or billing for your cleaning service.

How to Make a Complaint

You can raise a complaint in writing or verbally. Providing clear details helps us investigate quickly and accurately. Please include the following where possible:

Your full name and the address where the cleaning took place.

The date and approximate time of the service you are unhappy with.

A description of what went wrong, including specific rooms, areas or items.

Any supporting information, such as photos or notes of conversations.

What outcome or remedy you feel would be fair.

You should raise your complaint as soon as reasonably possible after the issue arises. For cleaning quality issues, we recommend contacting us within 24 hours of the service wherever practical, so that we can view and address the situation while it is still recent.

Stage One: Initial Complaint and Acknowledgement

Once you contact us with your complaint, we will:

Acknowledge your complaint and confirm that we are looking into it.

Record the details, including the date, service type and the issues you have raised.

Explain the next steps and when you can expect to hear back from us.

We aim to acknowledge all complaints within a reasonable timeframe on business days. If we need further details to understand the issue, we may contact you to clarify specific points.

Stage Two: Investigation and Response

Your complaint will be investigated by an appropriate member of the Merton Cleaners team, such as a supervisor or manager who is not directly involved in the original issue. The investigation may include:

Reviewing your booking details and service notes.

Speaking with the cleaners or staff members involved.

Considering any photos or evidence provided by you or our team.

Assessing whether our usual cleaning standards and procedures were followed.

We aim to provide you with a full response within a reasonable period, depending on the complexity of the complaint. In our response we will:

Summarise your complaint and the findings of our investigation.

Explain, where appropriate, what went wrong and why.

Set out any steps we have taken or will take to put things right.

Outline any changes or improvements we will make to prevent recurrence.

Possible Outcomes and Resolutions

Where our investigation shows that our service has not met the standards you should expect, we may offer one or more of the following, depending on the circumstances:

A return visit to re-clean specific areas of your property.

A partial or full adjustment to your invoice, where appropriate.

A goodwill gesture as a sign of our commitment to customer care.

Internal staff training or additional supervision to address issues identified.

If we find that our service met the agreed specification, we will explain our reasoning clearly. Even where we do not uphold a complaint, we still value your feedback and consider whether any improvements could be made to our processes or communication.

Escalating Your Complaint

If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed at a higher level within Merton Cleaners. When requesting an escalation, please explain why you remain unhappy and what you believe has not been addressed. A senior member of our team will then review:

The original complaint and investigation.

The response you received and the steps taken.

Any additional information you wish to provide.

You will receive a further written outcome, which will be our final position on the matter from within the company.

Your Responsibilities as a Customer

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about the issue.

Raise concerns in a timely manner, especially for cleaning quality matters.

Allow us reasonable access to the property, if needed, to inspect issues.

Communicate with our team calmly and respectfully.

Confidentiality and Data Protection

All complaints are handled with discretion. Information you provide will only be shared with staff who need it to investigate and resolve your case. We will hold and process your personal data in line with our data protection obligations and only for the purposes of managing your complaint and improving our services.

Continuous Improvement

Feedback from customers is an important part of how Merton Cleaners maintains and improves quality. We regularly review complaints and outcomes to identify patterns, update our cleaning checklists, refine our staff training, and make our booking and communication processes clearer. By raising your concerns, you help us to deliver a safer, more consistent and more reliable cleaning service for all our customers.

This complaints procedure is kept under review and may be updated from time to time to reflect changes in our services, legal requirements, or best practice in customer care.