This complaints procedure explains how customers can raise concerns about cleaning services and how Cleaners Streatham will respond. Our aim is to resolve issues promptly, fairly, and transparently so that every client feels listened to and treated with respect.
Cleaners Streatham is committed to delivering consistent and professional cleaning services. When something goes wrong, we see it as an opportunity to put things right and improve the way we work. We will always take complaints seriously, investigate them carefully, and keep you informed throughout the process.
We will handle all complaints in a courteous and non-discriminatory manner. Your statutory rights are not affected by this procedure.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, scheduling, communication, or any other aspect of our work, where you would like a response or resolution. This may include issues such as missed areas, damage, lateness or no-shows, incorrect charges, or repeated service quality concerns.
If you are unsure whether your concern is a complaint, raise it with us and we will treat it in line with this procedure whenever appropriate.
You can raise a complaint in writing or verbally. While we accept verbal complaints, we encourage you to provide details in writing wherever possible so we can review the information accurately and keep a clear record of what has been agreed.
To help us deal with your complaint efficiently, please include the following information where possible:
The date and approximate time of the cleaning service related to your complaint.
The address where the service took place.
A clear description of the issue and how it has affected you.
The names of any staff members involved, if known.
Any relevant photographs, invoices, or other supporting information.
What outcome or solution you would consider fair and satisfactory.
We recommend that you raise any complaint as soon as reasonably possible after the issue arises. Complaints about service quality are best reported within 48 hours of the visit so that we can accurately investigate and, if appropriate, arrange a revisit or corrective action.
Complaints made later will still be considered, but it may be more difficult to assess events and reach a clear conclusion if significant time has passed.
We aim to acknowledge all complaints as soon as reasonably possible. Once your complaint has been received, it will follow these general stages:
Acknowledgement. We will confirm that we have received your complaint and, where possible, provide a reference or summary of your concerns so that you know we have understood them correctly.
Initial Review. We will review the details of your complaint and may contact you to clarify points or request additional information.
Investigation. We may speak to the cleaners who attended, review job notes, photographs, or schedules, and consider any evidence you have provided.
Outcome and Response. Once the investigation is complete, we will contact you with our findings, the outcome, and any proposed resolution.
Our goal is to resolve most complaints within a reasonable timeframe, depending on the complexity of the issue. If we need more time, we will keep you informed of the progress and expected timescales.
Where a complaint is upheld, we will offer a fair and proportionate remedy. This may include one or more of the following, depending on the circumstances:
An apology and explanation of what went wrong.
A corrective visit to address missed or unsatisfactory work.
A partial adjustment, credit, or other financial remedy where appropriate.
Changes to our internal procedures, staff training, or supervision to prevent a recurrence.
Where a complaint is not upheld, we will explain the reasons for our decision and the information we have relied upon in reaching that conclusion.
If you are not satisfied with the initial response or outcome, you can ask for your complaint to be reviewed at a higher level within Cleaners Streatham. When requesting an escalation, please clearly state why you are unhappy with the previous response and what you believe would be a fair resolution.
A more senior member of our team will then reassess the complaint, review the evidence and the actions taken so far, and provide a further response. This will normally represent the final stage of our internal complaints process.
For complaints to be handled effectively, we ask that customers:
Provide accurate and complete information about the issue.
Raise concerns in a respectful manner, recognising that staff are there to help resolve matters.
Allow Cleaners Streatham a reasonable opportunity to investigate and address the problem.
Respond promptly to requests for clarification or additional details.
All complaints will be handled in confidence as far as is reasonably possible. Information about your complaint will only be shared with those who need it in order to investigate and resolve the issue. We will handle your personal data in line with applicable data protection requirements.
Cleaners Streatham uses feedback and complaints to improve our cleaning services, training, and systems. We record and review complaint trends to identify recurring issues and to implement measures that enhance quality, reliability, and customer satisfaction across our service area.
By following this complaints procedure, we aim to ensure that every concern is heard, considered fairly, and used to strengthen the service we provide.
Save money and time today by just hiring our cleaners Streatham. You can't find more cheaper and professional services than ours.
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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