Streatham Cleaners Complaints Procedure

Streatham Cleaners is committed to providing reliable, professional cleaning services to homes and businesses in our service area. We recognise that, on occasion, customers may feel dissatisfied with some aspect of the service they have received. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose and Scope

The purpose of this procedure is to ensure that all complaints are handled fairly, promptly and consistently. It applies to all customers who use our cleaning services, including regular domestic cleaning, end of tenancy cleaning, one-off deep cleaning and commercial cleaning.

This procedure covers complaints about the quality of cleaning, conduct or behaviour of cleaners, missed or incomplete work, damage to property or belongings, and any other aspect of our service delivery. It does not cover matters that are already the subject of legal action or insurance claims, or complaints about third-party services arranged independently of Streatham Cleaners.

Our Commitments When Handling Complaints

When you raise a complaint with Streatham Cleaners, we commit to the following.

We will treat your complaint seriously and with respect. We will handle your information confidentially and only share it with staff who need it to investigate and resolve the matter. We will listen to your concerns and, where possible, seek to resolve issues informally and quickly. We will give clear explanations and, where appropriate, offer practical solutions or remedial action.

How to Raise a Complaint

We encourage you to raise any concerns as soon as possible after the service has taken place so we can investigate effectively. You can make a complaint verbally or in writing using your usual method of communication with Streatham Cleaners.

When making a complaint, please provide as much detail as you can, including your full name, the address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, and any supporting information such as photographs or notes. The more information you provide, the easier it is for us to fully understand and address your concerns.

Stage One: Initial Informal Resolution

In many cases, complaints can be resolved quickly and informally. Where possible, please raise any issue with us within 24 to 48 hours of the cleaning appointment. This allows us to speak promptly with the cleaners involved and to assess the situation while it is still recent.

At this stage, we will review your concerns, ask for any additional information if required, and discuss potential solutions with you. Depending on the nature of the complaint, possible resolutions might include arranging a re-clean of specific areas, providing guidance or additional training to the cleaners concerned, or agreeing another practical solution with you.

Our aim at Stage One is to resolve the matter within a reasonable timeframe. Where an immediate resolution is not possible, we will let you know how long our initial review is expected to take and how we will keep you informed.

Stage Two: Formal Complaint Investigation

If you are not satisfied with the outcome of the initial informal resolution, or if your complaint is of a serious nature, you may ask for it to be treated as a formal complaint. In that case, a member of our management team will oversee a more detailed investigation.

For a formal complaint, we may ask you to set out your concerns clearly in writing so that we have an accurate record of the issues you are raising. We will acknowledge receipt of your formal complaint and confirm that an investigation is under way.

The investigation may include reviewing job records and schedules, speaking with the cleaners or supervisors involved, assessing any damage or missing items where reported, and considering any evidence or information that you have provided. Once the investigation is complete, we will write to you with our findings and any proposed resolution.

Timeframes for Responding

We aim to acknowledge all complaints within a reasonable period of receiving them. For straightforward issues, we will usually be able to provide a response or resolution shortly after acknowledgement. More complex complaints, particularly those involving damage, alleged loss of items or multiple visits, may take longer to investigate.

If we need more time, we will let you know and provide an indicative timescale for completion of the investigation. Our goal is always to keep you informed and avoid unnecessary delays.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the findings of our investigation, potential outcomes may include a re-clean of the affected areas, a partial or full adjustment to your invoice where appropriate, practical steps to prevent a recurrence, such as additional training or changes to our internal procedures, or, in cases involving alleged damage, guidance on how the matter will be considered under our insurance arrangements where applicable.

Every complaint is considered on its own facts and circumstances. While we aim to be consistent, the remedy may vary depending on the specific situation and evidence available.

Complaints About Damage or Loss

If your complaint concerns possible damage to property or belongings arising during a cleaning visit, please contact us as soon as you become aware of the issue and provide clear details and, where possible, photographs. Prompt notification helps us to investigate properly and, where relevant, to consider any insurance implications.

We may need to inspect the damage or discuss it with our cleaners before confirming the outcome. Where an insurance claim may be appropriate, we will follow the necessary processes required by our insurer. This may require additional information and may involve longer timescales than other types of complaints.

Your Responsibilities When Making a Complaint

We ask that customers who wish to make a complaint do so in a respectful and constructive manner. Providing accurate information, being available for follow-up questions, and cooperating with any reasonable requests during the investigation will help us reach a fair and timely resolution.

We will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff. In serious cases, such conduct may result in us declining further work.

Continuous Improvement

Streatham Cleaners uses feedback and complaints as an opportunity to improve our services. We monitor patterns and themes arising from complaints and, where necessary, adjust our training, supervision or operational processes. By raising your concerns, you help us to maintain and improve the standard of cleaning and customer care we offer across our service area.

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We reserve the right to update it from time to time to reflect changes in our operations or in relevant regulations affecting cleaning service providers.