Streatham Cleaner Complaints Procedure

Streatham Cleaner is committed to providing reliable and professional cleaning services across our local service areas. We take all feedback seriously and view complaints as an opportunity to review and improve our work. This complaints procedure explains how you can raise a concern, what we will do in response, and the standards you can expect from us throughout the process.

Purpose of this complaints procedure

This procedure applies to all domestic and commercial customers who use Streatham Cleaner. Its purpose is to give you a clear and consistent way to tell us when something has gone wrong, to ensure we investigate fairly, and to help us put things right wherever possible.

We aim to resolve issues informally wherever we can, but we also provide a structured, step-by-step process for more serious or unresolved concerns about our cleaning services, scheduling, conduct of cleaners, or administration.

What counts as a complaint

A complaint is any expression of dissatisfaction about Streatham Cleaner services where you would like a response or resolution. Examples include, but are not limited to:

Cleaning standards not meeting what was agreed or reasonably expected.

Missed, late, or repeatedly rescheduled appointments without adequate notice.

Behaviour or conduct of our cleaners or office team that you feel is unprofessional.

Concerns about how we have handled your personal information or booking details.

Invoicing, payment, or communication issues that you feel have not been handled correctly.

If you are unsure whether your concern is a complaint, you can still raise it following this procedure and we will confirm how we can help.

How to raise a complaint

You can raise a complaint in writing or verbally. When doing so, it is helpful if you can provide:

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

The date and time of the cleaning visit or incident.

A clear description of what went wrong or what you are unhappy about.

Details of any previous discussions you have had with our team about the same issue.

What outcome or resolution you are seeking, if you have a preferred solution.

Providing as much information as possible at the outset will help us investigate more quickly and efficiently.

Stage 1: Informal resolution

In the first instance, we encourage you to raise your concern as soon as possible after the issue arises. Many problems can be resolved quickly and informally by discussing them directly with our office team.

At this stage we will:

Listen to your explanation of the problem and ask questions to understand the situation fully.

Check our records, including schedules, notes, and any relevant communications.

Offer a practical and timely solution where we accept that our service fell below the expected standard.

Where appropriate, agree steps such as a re-clean, adjustment to future services, or other proportionate remedy.

Our aim is to respond to informal concerns as soon as reasonably possible, usually within a few working days.

Stage 2: Formal complaint

If you are not satisfied with the outcome at Stage 1, or if the matter is more serious or complex, you may ask for your complaint to be handled as a formal complaint.

When a complaint becomes formal, we will:

Acknowledge receipt of your complaint within a reasonable period, setting out that we have logged your concerns.

Assign a member of the management team who is responsible for reviewing and responding to your complaint.

Carry out an impartial investigation, which may include speaking to the cleaners involved, reviewing schedules, and checking internal records.

Keep a record of our investigation and the evidence considered.

We aim to provide a detailed response within a reasonable timeframe. If, due to complexity, further time is needed, we will let you know and provide an updated timescale.

Our formal response

At the end of the investigation, we will provide a clear response that includes:

A summary of the complaint and the issues we have considered.

The findings of our investigation, including any relevant explanations.

Whether we uphold your complaint in full, in part, or do not uphold it, and the reasons why.

Any actions we will take to put things right, where appropriate.

Any steps we will take internally to improve our services and reduce the risk of similar issues in future.

Stage 3: Further review

If you remain dissatisfied with our formal response, you may request a further review by a senior member of the management team, provided all previous stages have been completed.

At this stage, we will:

Review how your complaint was handled and whether our response was fair and reasonable.

Consider any new information you provide that may not have been available earlier.

Confirm our final position on the matter and any actions we consider appropriate.

This will normally be the final stage of our internal complaints procedure.

Time limits for raising complaints

We recommend that any complaint about an individual cleaning visit is raised as soon as possible and no later than a reasonable time after the issue occurred. Prompt reporting helps us investigate more accurately, especially in relation to cleaning standards.

How we use complaints to improve our service

Complaints help us monitor the quality and consistency of our cleaning services across our operating area. We routinely review complaint information to identify patterns and areas where we can improve, such as staff training, scheduling, communication, and quality control procedures.

Where appropriate, we may use complaints as case studies in staff training, always ensuring that personal details are handled in line with our data protection obligations.

Confidentiality and data protection

All complaints are handled in confidence. Information about your complaint will only be shared with those who need to know in order to investigate and resolve the matter. We will store complaint records securely and retain them for an appropriate period in line with our legal and business requirements.

Unreasonable or abusive behaviour

We understand that raising a complaint can be stressful and we will always treat you with respect. In return, we expect our staff to be treated courteously. While we will not refuse to consider a genuine complaint, we may limit or restrict contact where behaviour becomes abusive, threatening, or persistently unreasonable.

Our commitment to you

Streatham Cleaner aims to be open, fair, and responsive when handling complaints. We will always work to:

Listen carefully and treat your concerns seriously.

Investigate the facts impartially and thoroughly.

Respond within reasonable timescales and keep you informed.

Offer a clear explanation and remedy where appropriate.

Use what we learn to improve the quality and reliability of our cleaning services for all customers.

By setting out this complaints procedure, we want you to feel confident that any concerns about our services will be heard and addressed in a professional and constructive way.