Streatham Carpet Cleaning Complaints Procedure

Streatham Carpet Cleaning is committed to delivering reliable, high quality carpet, upholstery and floor cleaning services. We take all concerns and complaints seriously and view them as an opportunity to improve our services and customer experience. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and consistent approach to handling complaints from customers about our cleaning services. It applies to all services provided by Streatham Carpet Cleaning, including residential and commercial work, ongoing contracts and one-off cleaning appointments.

We aim to resolve most issues quickly and informally. However, where this is not possible, this procedure sets out a more formal route for you to have your concerns fully investigated and addressed.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Streatham Carpet Cleaning, whether it relates to:

Quality of cleaning work carried out on carpets, rugs, upholstery or hard floors. Conduct, behaviour or professionalism of our cleaning staff. Timekeeping, missed appointments or delays in service delivery. Clarity of information given before, during or after your booking. Invoicing, payments or charges you believe are incorrect. Health and safety concerns related to our cleaning work or products.

If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately.

Raising an Informal Concern

In the first instance, we encourage you to raise any concern as soon as possible after the issue arises. Informal complaints are often resolved quickly and to everyone’s satisfaction.

You can raise an informal concern by contacting us using our usual contact channels and providing the following details: Your full name and the address where the service took place. The date and approximate time of the service. A clear description of what went wrong or did not meet your expectations. Any relevant photographs or supporting information you feel would help us understand the issue.

We will acknowledge your concern and aim to resolve it promptly, usually within a few working days. If we are unable to resolve the matter informally or you remain unhappy with the outcome, you can proceed to make a formal complaint.

How to Make a Formal Complaint

If you wish to make a formal complaint, please set this out clearly in writing. Written complaints help ensure we have an accurate record of the issues you have raised and enable us to investigate thoroughly.

When submitting a formal complaint, please include: Your full name and contact details. The property address and date of the cleaning service. A detailed description of your complaint, including what happened and when. Details of any previous attempts to resolve the issue informally. The outcome or resolution you are seeking, if you have something specific in mind.

We recommend that you submit your complaint as soon as possible and within 28 days of the service taking place, so that we can investigate while the details are still recent.

Our Complaint Handling Process

Once we receive your formal complaint, we will follow these steps.

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being investigated. This acknowledgement will normally be sent within five working days.

Investigation: A member of our management team will review your complaint in detail. This may include speaking to the cleaning operatives involved, reviewing job notes and photographs, and if necessary arranging a visit to the property to inspect the work carried out.

Response: After our investigation, we will provide you with a written response explaining our findings, any conclusions we have reached, and any actions we propose to take. We aim to provide a full written response within 14 working days of acknowledging your complaint. If the investigation is likely to take longer, we will let you know and keep you updated.

Possible Outcomes and Remedies

Where your complaint is upheld, we will propose a fair and reasonable remedy, which may include one or more of the following: Returning to your property to re-clean the affected areas. Providing guidance on aftercare where this may have contributed to the issue. Offering a partial or full refund, where appropriate. Offering an alternative solution that is agreeable to both parties.

Where your complaint is not upheld, we will explain clearly the reasons for our decision and provide any relevant supporting information. Even where we do not agree that we are at fault, we may still propose a goodwill gesture where we consider this appropriate.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed by a more senior member of our management team. In doing so, please explain why you remain dissatisfied and what you feel has not been addressed.

The reviewing manager will consider both the original complaint and the way in which it was handled. They may contact you for further information or clarification before providing a final written response. This will normally be issued within 14 working days of your escalation request.

Our Commitment to Fairness and Confidentiality

All complaints are handled in a professional, courteous and impartial manner. We will not treat you less favourably because you have made a complaint, and your ongoing access to our services will not be affected purely as a result of raising concerns.

Information you provide during the complaints process will be treated as confidential and used only for the purposes of investigating and resolving your complaint, or as required by law. We will store records of complaints and outcomes securely and retain them for an appropriate period.

Using Complaints to Improve Our Services

We regularly review complaints and feedback to identify patterns, training needs and areas where our cleaning services, communication or systems can be improved. This may include updating our cleaning methods, reviewing products used, enhancing staff training or improving our booking and job management processes.

By raising a concern, you help us maintain and improve the standard of service we provide to customers across our service area, and we appreciate the opportunity to put things right whenever something has gone wrong.

Updates to This Complaints Procedure

Streatham Carpet Cleaning may update this Complaints Procedure from time to time to reflect changes in our internal processes, best practice or legal requirements. The most recent version of this procedure will apply to any new complaint raised with us.