Cleaner Streatham Complaints Procedure

Cleaner Streatham is committed to delivering reliable, high-quality cleaning services. We recognise that occasionally things may not go as expected, and when that happens, we want to put matters right quickly and fairly. This complaints procedure explains how you can raise a concern about our services, how we will respond, and the steps we will take to resolve your complaint.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, accessible and fair process for handling any concerns or complaints about our cleaning services. It is designed to:

Ensure that all complaints are taken seriously and handled promptly.
Provide a structured approach for investigating what went wrong.
Offer a consistent and fair resolution process for every customer.
Help us learn from feedback and continually improve our services in our operating areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning, the conduct of our staff, our communication, or any aspect of the service you have received from Cleaner Streatham. This includes, for example:

Missed or incomplete cleaning tasks.
Damage to property during a cleaning visit.
Late arrival or non-attendance of a cleaner.
Unprofessional behaviour or attitude.
Issues with scheduling, billing or changes to appointments.
Health and safety concerns during service delivery.

We encourage you to raise any concerns as soon as possible so that we have the best opportunity to investigate and resolve them quickly.

How to Make a Complaint

You may raise a complaint in writing or by speaking with us. Written complaints are preferred, as they allow us to keep a clear record of the issue and the outcome. When making a complaint, please provide the following information where possible:

Your full name and the service address.
The date and approximate time of the cleaning visit or incident.
A clear description of what went wrong and how it has affected you.
Names of any staff involved, if known.
Any supporting details that may help our investigation, such as photos or a list of missed tasks.

We ask that complaints are raised within a reasonable period after the event, so that the relevant details remain accurate and easier to verify.

Stages of Our Complaints Process

Our complaints procedure is structured in three main stages.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will review the information you have provided. We will then:

Acknowledge your complaint within a reasonable timeframe.
Confirm that we have understood the key points of your concern.
Advise you of the next steps and estimated timescales for our investigation.

If we require further information to understand the issue fully, we may contact you to clarify details or request additional evidence.

Stage 2: Investigation

The complaint will be investigated by an appropriate member of our management team. The investigation may include:

Reviewing your account history, booking details and service notes.
Speaking with the cleaner or team involved in providing your service.
Assessing any photographs or documents you have supplied.
Considering any relevant internal policies or procedures.

We aim to complete most investigations within a reasonable period, depending on the complexity of the issue. If more time is required, we will inform you and explain why.

Stage 3: Outcome and Resolution

After the investigation, we will contact you to explain the outcome. This will usually include:

A summary of what we have found.
Whether your complaint has been upheld in full, in part, or not upheld.
Details of any corrective action we will take.

Possible resolutions may include one or more of the following, depending on the circumstances:

Arranging a re-clean of the affected areas.
Offering a partial or full refund where appropriate.
Providing a goodwill gesture or service credit.
Implementing additional staff training or changes to our procedures.
Offering an explanation and, where applicable, an apology.

Our aim is always to reach a fair and balanced resolution that reflects the nature and impact of the issue.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage 3, you may request that your complaint is reviewed at a higher management level. In such cases, we will:

Re-examine the original information and findings.
Consider any new information you wish to provide.
Provide a final written response confirming our position.

This final review represents the end of our internal complaints procedure. We will clearly indicate when this point has been reached.

Timescales and Communication

We are committed to dealing with complaints promptly and keeping you informed throughout the process. While timescales may vary depending on complexity, our general approach is to:

Acknowledge complaints within a short and reasonable period.
Complete most investigations within a practical timeframe.
Update you if there are any unexpected delays.

All communication regarding your complaint will be clear, respectful and focused on resolving the matter as effectively as possible.

Confidentiality and Data Protection

All complaints are treated in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, training our staff, and improving our services. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary.

Our Commitment to Continuous Improvement

Every complaint gives us an opportunity to improve. We regularly review complaint outcomes and trends to identify areas where our cleaning services, staff training, or internal procedures can be strengthened. By doing so, we aim to reduce the likelihood of similar issues arising in the future and to maintain a consistent standard of service across our operating areas.

Cleaner Streatham values your feedback and appreciates the time you take to share any concerns. This complaints procedure is part of our broader commitment to providing dependable, professional cleaning services and building long-term relationships with our customers based on trust, transparency and accountability.