This complaints procedure explains how Cleaners Balham manages concerns and complaints about our cleaning services. Our aim is to provide a clear, fair, and timely process so that any issues are handled professionally and resolved wherever possible.
We encourage clients to tell us when something has not met their expectations. Complaints help us understand where improvements are needed and support the continuous development of our cleaning services.
This procedure applies to all domestic and commercial clients who use Cleaners Balham services. It covers concerns related to the quality of cleaning, conduct of cleaners, reliability and punctuality, adherence to agreed schedules and instructions, and any aspect of service delivery carried out by our teams or representatives.
This procedure does not cover disputes that fall under separate legal processes, insurance claims, or matters handled by external regulatory bodies. In such cases, we will explain any alternative steps available to you.
Our approach to complaints is based on the following principles:
We take every complaint seriously and handle it with respect and courtesy at all times.
We aim to respond promptly, investigate thoroughly, and provide clear explanations.
We treat all parties fairly and without discrimination.
We use the outcome of complaints to review and improve our cleaning practices, staff training, and internal procedures.
We keep information related to complaints confidential, sharing it only with those who need it to investigate and resolve the matter.
If you are dissatisfied with any aspect of your cleaning service, we ask that you raise the matter as soon as possible so that we can put things right quickly. Providing details soon after the service helps us investigate more effectively.
You can make a complaint verbally or in writing. When submitting a complaint, please include the following information where possible:
Your full name and, if relevant, the name of your business.
The service address where the cleaning took place.
The date and approximate time of the service.
The name of the cleaner or team, if known.
A clear description of what went wrong or did not meet your expectations.
Any photos or notes that might help us understand the issue.
How you would ideally like the matter to be resolved, for example, a return visit or correction of specific areas.
Once your complaint is received, we will record it in our internal system and begin an initial review. During this stage we may contact you to clarify the details of your concern, confirm the areas affected, and understand your preferred outcome.
We aim to acknowledge all complaints within a reasonable timeframe, typically within a few working days. In the acknowledgement we will outline the next steps and give an estimated timescale for our investigation and response.
The nature and complexity of the complaint will determine how we investigate. Our investigation may include:
Reviewing the booking details, cleaning checklist, and any special instructions agreed at the time of service.
Speaking with the cleaner or cleaning team who attended the property to gather their account.
Examining any photographs, notes, or other supporting information provided by you.
Assessing whether our usual standards, procedures, or policies were followed.
Considering whether any external factors may have influenced the service, such as restricted access or time limitations discussed on the day.
Throughout the investigation we aim to remain objective, fair, and focused on establishing what happened and how best to resolve the situation.
When we have completed our investigation, we will provide you with a clear response outlining:
Our understanding of your complaint.
The steps we took to investigate the matter.
Our findings and conclusion.
Any actions we will take to resolve the issue or prevent it from happening again.
Where a complaint is upheld, possible outcomes may include one or more of the following:
Offering a re-clean of the affected areas, subject to access and suitability.
Making reasonable adjustments to future bookings or service plans.
Providing additional training or guidance to the cleaner or team concerned.
Reviewing and, if required, updating our internal processes or quality checks.
If a complaint is not upheld, we will explain our reasoning and the evidence considered. Even where we do not agree that the service fell below our standards, we may still propose practical steps to maintain a positive working relationship.
We aim to resolve most complaints as quickly as possible. The exact timeframe will depend on the complexity of the issue and the availability of any individuals involved. Our general aims are:
To acknowledge complaints within a few working days.
To complete investigations and issue a full response within a reasonable period following acknowledgement.
If we anticipate that the investigation will take longer, we will keep you informed of progress and provide an updated timescale.
If you are not satisfied with the outcome of your complaint, you may request a further review. In this case, your complaint and our original response will be reviewed at a higher level within our management structure wherever possible.
During this review we will check that the complaint was handled in line with this procedure, that the investigation was thorough, and that the conclusions reached were reasonable based on the available information. We will then provide you with a final response.
Cleaners Balham is committed to improving the quality, reliability, and consistency of our cleaning services. We review complaints regularly to identify any recurring issues or trends. This helps us focus our staff training, supervision, equipment choices, and scheduling so that we better meet client expectations in our service area.
By following this complaints procedure and acting on the feedback we receive, we aim to maintain high standards of cleaning, support our cleaning teams, and build long-term relationships with our clients based on trust, transparency, and professionalism.
If you are looking for the best cleaners Balham, you are in the right place. We deliver professional cleaners services at prices cut in half.
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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