Streatham Carpet Cleaners Complaints Procedure
Streatham Carpet Cleaners is committed to providing a reliable and professional cleaning service. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how to raise a concern, how we will respond, and the standards you can expect from us throughout the process.
Our Commitment to You
When you raise a complaint, we will handle it respectfully, fairly and promptly. We aim to:
Listen carefully to your concerns and understand what has gone wrong from your point of view.
Investigate the matter thoroughly and objectively.
Offer a clear explanation, an apology where appropriate, and a practical resolution.
Use feedback to improve our carpet, upholstery and related cleaning services across our service area.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services or the conduct of our staff, whether justified or not. This may include:
Concerns about the quality or thoroughness of cleaning work carried out at your property.
Issues with punctuality, reliability or adherence to agreed appointment times.
Behaviour, attitude or professionalism of any member of our cleaning team.
Problems with how your booking, payment or aftercare has been handled.
If you are unsure whether an issue is a complaint or a simple query, contact us and we will guide you through the appropriate next steps.
How to Make a Complaint
We encourage you to raise any concerns as soon as possible, ideally on the same day as the service or within a reasonable timeframe. This helps us investigate while the details are still clear and allows us the best opportunity to put things right.
You can make a complaint verbally or in writing. When raising a complaint, please provide:
Your full name and the address where the service was carried out.
The date and approximate time of the cleaning visit.
A clear description of what went wrong and how it has affected you.
Any relevant supporting information, such as photographs, if applicable.
Whether you would prefer a specific type of resolution, such as a re-clean or another remedy.
Stage One: Initial Resolution
In most cases, we aim to resolve issues quickly and informally at the first point of contact.
A member of our team will:
Acknowledge your concern and ask any questions needed to understand it fully.
Check the details of your booking and the services provided.
Discuss with you what outcome you are seeking, where appropriate.
Where possible, provide an immediate solution, which may include practical steps such as arranging a re-clean, offering guidance on aftercare, or clarifying any misunderstandings.
If we cannot resolve the matter immediately, your complaint will move to the formal investigation stage.
Stage Two: Formal Investigation
If your complaint requires further investigation, it will be reviewed by a manager or a senior member of the team who was not directly involved in the original work wherever possible.
During this stage we will:
Acknowledge your complaint within a reasonable timescale.
Review all relevant information, including job notes, staff reports and any photographs or evidence you have provided.
Contact you if we need more information or clarification.
Speak with the cleaning operatives and any other staff involved.
Once the investigation is complete, we will provide a written or verbal response. This will include:
A summary of your complaint.
What we have found during our investigation.
Any factors that may have contributed to the issue.
Our decision and the reasons for it.
Details of any proposed resolution or corrective action.
Possible Outcomes and Remedies
Where a complaint is upheld, we will aim to agree a fair and proportionate remedy with you. Depending on the circumstances, this may include one or more of the following:
A re-clean of all or part of the area originally booked.
Practical steps to address any outstanding cleaning concerns.
A partial or full refund where appropriate and justified.
Changes to how we deliver services in the future, including staff training or process improvements.
Where we do not uphold a complaint, we will explain our reasons clearly and provide you with the information we relied upon in reaching that decision.
Escalating Your Complaint
If you are not satisfied with the outcome of the formal investigation, you may ask for your complaint to be reviewed again at a higher level within our management structure. In doing so, please explain why you disagree with the previous decision and what outcome you are seeking.
The review will consider:
Whether the complaint was investigated fairly and thoroughly.
Whether the decision was reasonable based on the evidence.
Whether the remedy offered, if any, was appropriate.
The result of this review will be communicated to you along with our final position on the matter.
Timescales
We aim to handle all complaints as swiftly as possible. Response times may vary depending on the complexity of the issue and the need to revisit the property if required, but we will always strive to keep you informed of our progress and any expected delays.
Customer Responsibilities
To help us investigate and resolve your complaint effectively, we ask that you:
Raise concerns promptly and provide accurate information.
Allow us reasonable access to the property if an inspection or re-clean is needed.
Communicate with our staff courteously and respectfully.
Follow any reasonable guidance given regarding preparation of the property or aftercare of carpets, rugs and upholstery.
Using Complaints to Improve Our Service
Every complaint is an opportunity to improve. We regularly review feedback, including complaints, to identify patterns, training needs and areas where our carpet and upholstery cleaning processes can be strengthened. This helps us enhance the quality, reliability and consistency of our services across the area we cover.
By following this complaints procedure, Streatham Carpet Cleaners aims to deal with problems transparently and constructively, maintaining the trust of customers and supporting long-term relationships built on professionalism and accountability.