Complaints Procedure for Streatham Cleaners

Streatham Cleaners is committed to providing reliable, professional cleaning services and a positive customer experience. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services and how we will respond, investigate, and work towards a fair resolution.

Our Commitment to You

We aim to handle all complaints promptly, professionally, and consistently. Every concern raised is treated seriously, whether it relates to the quality of cleaning, conduct of staff, scheduling, or any other aspect of our domestic or commercial cleaning services. Our goals are to understand what went wrong, put matters right where possible, and prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or customer service, whether made verbally or in writing. Examples include issues with punctuality, incomplete tasks, damage to property, communication problems, or any situation where you feel we have not met agreed standards.

We encourage you to raise concerns as soon as you become aware of an issue so that we can address it quickly and effectively.

How to Make a Complaint

You may make a complaint through any of the following channels:

Verbally, to the cleaner on site, if you feel comfortable doing so and the matter can be resolved immediately.

Verbally, to a supervisor or manager at our office.

In writing, providing as much detail as possible about the service, date, time, location, and the nature of your concern.

When submitting a complaint, please include your full name, the address where the service was carried out, the date and time of the service, and a clear description of the problem. This information helps us locate any supporting records and carry out a fair investigation.

Timeframe for Raising a Complaint

To allow us to respond effectively, we ask that you raise any complaint within a reasonable time after the service, ideally within 7 days. This enables us to review cleaning schedules, speak to staff while events are still fresh, and take corrective action where needed.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details in our internal system. We aim to acknowledge receipt promptly. At this stage, we may contact you to clarify any details or gather further information. Minor issues that can be resolved immediately may be addressed at this stage without the need for a detailed investigation.

Stage 2: Investigation

For complaints that require further review, a supervisor or manager will carry out an investigation. This may involve speaking with the cleaners who attended, reviewing schedules and notes, and, where appropriate, requesting photographs or other supporting information. We will always approach the investigation objectively, considering both your account and any information provided by our staff.

We aim to complete investigations within a reasonable timeframe. If there is likely to be a delay, we will inform you and explain why more time is required.

Stage 3: Response and Resolution

After reviewing the complaint, we will provide you with a response explaining our findings and any proposed resolution. Depending on the nature and outcome of the investigation, possible resolutions may include:

A repeat or corrective clean at no additional cost where we agree that standards were not met.

A partial or full refund where appropriate.

Advice, explanation, or clarification about our services or policies.

Steps we will take to prevent similar issues, such as additional staff training or changes to procedures.

We will clearly explain the reasoning behind our decision and the actions we intend to take.

If You Are Not Satisfied with the Outcome

If you are unhappy with the response at Stage 3, you may request that your complaint be reviewed by a more senior member of our team. When doing so, please explain why you remain dissatisfied and what outcome you are seeking. The senior review will focus on whether the complaint was handled fairly, the investigation was adequate, and the response reasonable in light of the information available.

Our Expectations of Customers

We are dedicated to treating all customers with courtesy and respect, and we expect the same in return. We will not tolerate abusive, threatening, or discriminatory language or behaviour towards our staff, whether in person, over the phone, or in writing. In serious or persistent cases, we may decide to stop providing services.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the issue. We will store complaint records securely and retain them only as long as necessary to manage the complaint and meet any legal or regulatory requirements.

Continuous Improvement

Complaints are an important source of feedback and help us improve our cleaning services and customer care. We regularly review complaint patterns to identify training needs, refine our procedures, and enhance service quality across our service areas.

Updates to This Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, best practice, or legal requirements. The most recent version will always apply to any new complaint raised.

By setting out this clear Complaints Procedure, Streatham Cleaners aims to give every customer confidence that their concerns will be heard, treated fairly, and used to drive better service in the future.