Streatham Carpet Cleaners Complaints Procedure

Streatham Carpet Cleaners is committed to providing reliable, professional cleaning services and to handling all complaints fairly, promptly and with respect. This complaints procedure explains how you can raise a concern about any aspect of our carpet, rug, upholstery, end of tenancy or other cleaning services, and how we will respond.

Our Commitment to You

We aim to deliver a consistent, high standard of cleaning throughout our service area. If you are dissatisfied with any part of our work or our customer service, we want to know. Every complaint is treated as an opportunity to review our performance and improve our services.

We will always aim to:

• Listen carefully to your concerns
• Treat you with courtesy and respect
• Investigate what went wrong without delay
• Offer a clear explanation and, where appropriate, a suitable remedy
• Use your feedback to prevent similar issues in future

What Can You Complain About

You may use this procedure to complain about any aspect of our cleaning services, including but not limited to:

• Quality of carpet, rug, upholstery or mattress cleaning
• End of tenancy or move-in cleaning standards
• Conduct, attitude or behaviour of cleaning staff
• Missed or delayed appointments and timekeeping
• Damage to property or items during a visit
• Issues with booking, scheduling or billing
• Health and safety or hygiene concerns during our work

This procedure covers services carried out directly by Streatham Carpet Cleaners and any cleaners working on our behalf in our local service areas.

How to Make a Complaint

You may raise a complaint as soon as you become aware of a problem. Doing so promptly helps us investigate while details are still clear and, where possible, allows us to put things right quickly.

You can submit a complaint by contacting us using the communication channels provided on our main contact page. When you contact us, please include the following information:

• Your full name and the address where the service was provided
• The date and approximate time of the service
• A clear description of what went wrong
• Any relevant photographs or evidence, if applicable
• How you would like us to resolve the matter, if you have a preferred outcome

If the issue arises while our team is still on site, you are encouraged to raise your concern immediately with the cleaner in charge where it is safe and appropriate to do so. They may be able to address the problem on the spot. However, you are still welcome to follow the formal complaints procedure if you feel it is necessary.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, it will be logged and passed to a member of our management team. We aim to acknowledge your complaint within a reasonable timeframe and to confirm that it is being reviewed.

During this stage we may contact you to clarify details, request further information or ask for photographs. Gathering accurate information helps us understand exactly what happened and assess the most appropriate response.

Stage Two: Investigation

Following acknowledgement, your complaint will be investigated by a manager who was not directly involved in the original service whenever practical. The investigation may include:

• Reviewing your booking details and service notes
• Speaking to the cleaning operatives who attended your property
• Assessing any photographs or evidence you have provided
• Comparing the outcome with our internal quality standards

We aim to complete our investigation within a reasonable period. If, for any reason, we anticipate a delay, we will try to keep you informed.

Stage Three: Response and Resolution

After the investigation is completed, we will contact you to explain our findings and any proposed resolution. Depending on the nature of the complaint and the outcome of the investigation, suitable resolutions may include, where appropriate:

• Offering a re-clean of the affected areas
• Providing practical advice on aftercare where it may affect results
• Agreeing a partial or full refund where justified
• Offering a credit or discount towards a future service
• Providing an explanation and, if relevant, an apology
• Taking corrective action with staff, such as additional training

Any remedy offered will be based on the specific circumstances of your complaint, the evidence available and our terms and conditions.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage Three, you may request that your complaint is reviewed again by a senior member of our team. In your escalation request, please set out why you are unhappy with the response and what outcome you are seeking.

The senior reviewer will reassess your complaint, which may involve revisiting the original investigation or asking for further information. Once the review is complete, we will provide you with a final response outlining our position.

Time Limits for Complaints

To enable a fair and effective investigation, we ask that complaints about service quality are raised within a reasonable time, ideally within 7 days of the service being carried out. Issues such as visible cleaning results, odours, or minor damage are more accurately assessed when reported promptly.

Complaints raised significantly later may be more difficult to verify, and this may limit the options available for resolution. However, we will always consider the circumstances and aim to act reasonably.

Complaints Involving Damage

Where your complaint relates to alleged damage to carpets, flooring, upholstery, furniture or any other items in your property, it is important that you notify us as soon as you become aware of the issue and refrain from carrying out repair or replacement before we have had the opportunity to assess the situation.

We may ask for photographs, proof of purchase or professional assessments where appropriate. Any compensation or remedy for damage will be handled in line with our terms and conditions and applicable insurance arrangements.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide during the complaints process will be used only for the purpose of investigating and resolving your complaint, training our staff, and improving our services. We will handle your personal data in accordance with our privacy practices and relevant data protection requirements.

Using Your Feedback to Improve Our Services

Every complaint received by Streatham Carpet Cleaners is recorded and reviewed. We regularly analyse complaint trends to identify areas where we can improve our services, from booking processes and communication to the quality of carpet, upholstery and tenancy cleaning. Your feedback directly contributes to maintaining and improving standards throughout our local service area.

This complaints procedure does not affect your statutory rights. If you have any questions about how we handle complaints or wish to clarify any part of this procedure, please contact us using the details provided on our main contact page.