Merton Cleaners Customer Complaints Procedure

Merton Cleaners is committed to providing reliable, professional cleaning services for homes and businesses. If something goes wrong, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern about our cleaning services and what you can expect from us in response.

Our commitment to resolving complaints

We aim to resolve most issues informally and at an early stage. When you tell us you are unhappy with any aspect of our cleaning service, we will listen carefully, take your concerns seriously and work with you to find a practical solution. We treat all complaints confidentially and use the outcome to improve our standards, staff training and quality control.

A complaint is any expression of dissatisfaction about our services, staff, communication or how we have carried out, or failed to carry out, a cleaning appointment or related activity.

How to make a complaint

You can make a complaint in writing. Please contact us through our usual contact channels on our website or written correspondence and clearly state that you wish to make a complaint. This helps us identify that your message needs to follow the formal complaints process.

To help us investigate your complaint efficiently, please include the following information where possible:

Your full name and, if applicable, your business name

The address where the cleaning service was provided

The date and approximate time of the relevant cleaning visit

Details of the service booked, for example regular domestic cleaning, end of tenancy cleaning, office cleaning or specialist cleaning

A clear description of what went wrong or why you are dissatisfied

Any relevant photographs or notes you wish to share

What outcome you are seeking, for example a re-clean, partial refund or changes to the way we provide your ongoing service

Time limits for raising a complaint

We encourage you to raise concerns as soon as possible after the issue arises so that we can address them promptly. For cleaning quality issues, please notify us ideally within 48 hours of the service taking place. This allows us to review the condition of the property while it still reflects the work carried out.

Complaints raised after a longer period will still be considered, but some remedies, such as a re-clean, may not be appropriate or possible if the premises have since been used, cleaned by others or materially changed.

Stage one: Initial review and acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We will normally do this within a reasonable timeframe from receipt. Our acknowledgement will confirm that we have received your complaint, who will be handling it and the next steps in the process.

We may contact you at this stage to clarify any details or request further information. Clear and accurate information helps us carry out a fair and thorough review.

Stage two: Investigation of your complaint

A member of our management or customer care team will investigate your complaint. Depending on the nature of the issue, this may include:

Reviewing your booking details and service agreement

Checking schedules, notes and reports relating to the cleaning visit

Speaking with the cleaners or supervisors involved

Assessing any photographs or evidence you have provided

Considering relevant health and safety or access issues at the property

During the investigation, we may contact you for more information or to arrange a follow-up inspection if this is appropriate and practical. Our goal is to understand what happened and whether our service fell short of our standards.

Stage three: Outcome and response

After completing our investigation, we will provide a written response setting out:

Our understanding of your complaint

The findings of our investigation

Whether your complaint is upheld in full, in part, or not upheld

Any actions we will take to put things right or prevent a similar issue in future

Where we find that our service has not met the standards we aim for, we may offer one or more of the following, depending on the circumstances:

A re-clean or corrective visit

A partial or full credit or refund

Amendments to your future cleaning schedule or instructions

Staff retraining, closer supervision or internal process changes

We will explain the reasons for our decision and how we reached our conclusions.

If you remain dissatisfied

If you are unhappy with the outcome of your complaint, you may ask for the decision to be reviewed. A different senior member of our team will re-examine the complaint, the evidence provided and the steps already taken. After this review, we will write to you again with our final position on your complaint.

Unreasonable or abusive behaviour

We understand that making a complaint can be stressful and that people may feel upset or frustrated. However, our staff have the right to work without experiencing abusive, threatening or discriminatory behaviour. Where behaviour towards our team is unreasonable or abusive, we may restrict or end communication and, in serious cases, may decide to terminate the service relationship.

Using complaints to improve our services

All complaints are logged and reviewed periodically to identify trends and areas where our cleaning services can be improved. This may result in changes to staff training, supervision, equipment used, checklists, service design or communication before and after appointments. Your feedback helps us to maintain and raise our standards for all customers.

Confidentiality and data protection

Information you provide as part of a complaint will be handled in line with our data protection responsibilities. Details will only be shared with staff who need them to investigate and resolve the issue, or where disclosure is required by law.

Ending the service following a complaint

In most cases, we aim to restore your confidence and continue providing cleaning services. In some situations, either you or Merton Cleaners may decide that it is best to end the service arrangement following a complaint. Where this happens, we will follow the notice and termination terms that apply to your booking or ongoing service agreement.

This complaints procedure is designed to give you a clear, fair and structured way to raise concerns about our cleaning services and to reassure you that we will respond with care, attention and professionalism every time.