Hire our professional company for first-class Streatham SW16 carpet cleaning help at unbeatable prices.
 Carpet Cleaning
price from
| £55 |
 Upholstery Cleaning
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| £55 |
 End Of Tenancy Cleaning
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| £95 |
 Domestic Cleaning
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| £13.50 |
 House Cleaning
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| £13.50 |
 Office Cleaning
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| £13.50 |
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This Complaints Procedure explains how Carpet Cleaning Streatham manages and resolves complaints about our carpet, upholstery, and hard floor cleaning services. Our aim is to address any issues promptly, fairly, and in a transparent way so that customers understand what to expect at every stage.
We are committed to providing a professional, friendly, and reliable cleaning service. If something goes wrong, we want to know about it so we can put it right and improve our processes. All complaints are taken seriously, handled respectfully, and recorded so that we can monitor trends and prevent similar issues from arising in future.
A complaint is any expression of dissatisfaction about our services, whether justified or not. This can include concerns about the quality of cleaning work carried out, conduct or attitude of cleaning staff, punctuality or reliability of appointments, damage to property or belongings, communication or customer service issues, or billing and charges where you believe something is incorrect.
You can raise a complaint verbally or in writing. We encourage you to contact us as soon as reasonably possible after the issue arises, ideally within a short time of the service being carried out, so that we can investigate effectively. When making a complaint, please provide your full name, service address, the date and approximate time of the service, a clear description of the issue, and any relevant evidence such as photographs or written notes.
Where possible, we aim to resolve complaints informally at the earliest opportunity. If you raise a concern during or immediately after a visit, the cleaning operative or scheduler may be able to resolve the problem quickly, for example by re-cleaning an area, clarifying a misunderstanding, or adjusting an appointment. If you are not satisfied with this informal response, you can ask for the matter to be treated as a formal complaint.
Once you inform us that you wish to make a formal complaint, or where the issue is complex or serious, we will follow the formal steps set out below to ensure a structured and fair investigation.
We will acknowledge your complaint within a reasonable period of receiving it. In our acknowledgement, we will confirm that we have received your complaint, summarise our understanding of the issue, and explain the next steps and approximate timescales for our investigation and response.
A senior member of our team will review your complaint. This may include checking booking records and job notes, speaking to the operative or team involved, reviewing any photographs or evidence supplied, and, if appropriate, requesting further details from you. We may ask to revisit the property to assess the situation first-hand, particularly where you are concerned about the quality of work or possible damage.
Following the investigation, we will provide a clear written response. This will set out our understanding of the complaint, the steps we have taken to investigate, our findings and decision, and any proposed remedy or resolution. Depending on the outcome, remedies may include re-cleaning specific areas, offering a partial or full refund where appropriate, or providing guidance or recommendations to prevent recurrence.
We aim to resolve most complaints within a reasonable period from the date we receive all necessary information. Some complex matters may take longer. If this happens, we will keep you informed of progress and let you know when you can expect a final response. We will always try to act without unnecessary delay and keep communication clear and straightforward.
Where we uphold a complaint, we will offer a remedy that we consider fair and proportionate to the circumstances. We may also review our internal procedures, update training for our staff, or make operational changes to reduce the likelihood of similar issues occurring again. We record complaints and outcomes to help us monitor performance and drive continuous improvement.
If you are unhappy with the outcome of your complaint, you can ask for your case to be reviewed by a more senior member of our team, who will consider whether the investigation and decision were reasonable and fair. During this review, we may revisit evidence, invite further information from you, and clarify any points that may not have been fully addressed in the initial response.
To help us handle your complaint efficiently, we ask that you provide accurate and complete information, raise your concerns as soon as reasonably possible, treat our staff respectfully throughout the process, and allow reasonable access to the property where a follow-up visit is required. Working together in a constructive way helps us to resolve issues quickly and effectively.
All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We handle personal data in line with relevant data protection requirements and limit access to those who need it to carry out their role.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or applicable regulations. The version published on our official materials represents the current procedure in force.
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