Complaints Procedure for Carpet Cleaning SE1

This complaints procedure explains how you can raise any concerns about our carpet and upholstery cleaning services and how we will deal with them. Our aim is to resolve issues fairly, quickly and transparently, and to use all feedback to improve our service in the areas we cover.

1. Our Commitment to Handling Complaints

We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right where possible and prevent similar issues in the future. Every complaint is treated seriously, whether it concerns the quality of the cleaning work, punctuality, conduct of staff, or communication before or after the visit.

We are committed to:

Responding to all complaints within reasonable timeframes, investigating the circumstances thoroughly, keeping you informed throughout the process, and providing a clear, written outcome and explanation of any decision.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our carpet cleaning or related services, whether justified or not. Examples include:

The results of a carpet, rug or upholstery clean not meeting agreed expectations, concerns about damage or potential damage to carpets, rugs, hard floors, or furnishings, missed or late appointments without reasonable explanation, issues with invoices, quoted prices, or the scope of work, and concerns about the behaviour, attitude, or communication style of a member of our team.

You do not need to use any particular wording to make a complaint. If you tell us you are unhappy with our service and want us to investigate or respond, this will be treated as a complaint.

3. How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints allow us to understand the details clearly, but we will also accept and record complaints made by phone or in person.

When making a complaint, it helps if you can provide:

Your full name, the address where the service was carried out, the date and approximate time of the appointment, a clear description of what went wrong, any steps already taken to try to resolve the issue with our staff, and any supporting information such as photographs of the area cleaned or relevant documents.

If you raise a concern directly with a technician during or immediately after a visit, they will aim to resolve the matter on the spot where possible and will also report it so it can be logged and followed up if needed.

4. Stages of Our Complaints Process

We follow a staged process to ensure that complaints are handled consistently and fairly.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and acknowledge it within a reasonable period. At this stage, we may contact you to clarify any details and to understand the outcome you are seeking, such as a re-clean of certain areas, an explanation, or a review of charges.

Stage 2: Investigation

Your complaint will be investigated by a manager or senior team member who was not directly involved in the original work wherever possible. They may:

Review the booking details, notes, and job report, speak with the cleaning technician or team involved, ask you for additional information or photographs if relevant, and arrange an inspection visit if the nature of the complaint requires us to see the area in person.

We aim to complete this stage within a reasonable time. If the investigation is likely to take longer, we will inform you and provide an updated timescale.

Stage 3: Outcome and Resolution

After the investigation, we will contact you with the outcome. We will explain:

What we found during our review, whether your complaint has been upheld in full, in part, or not upheld, and any actions we propose to resolve the matter.

Depending on the circumstances, possible resolutions may include:

A re-clean of the affected area where practical, adjustments to the invoice where appropriate, a written apology and explanation, or confirmation of any changes we have made to our procedures or staff training.

We will confirm the agreed resolution with you in writing.

5. Time Limits for Raising Complaints

To investigate effectively and fairly, we ask that you raise any complaint as soon as reasonably possible after the service has been carried out. This is particularly important for issues such as cleaning results, marks, or concerns about damage, as conditions can change over time.

Where a complaint is raised after a significant delay, we will still consider it, but our ability to investigate and provide a practical remedy may be limited.

6. Your Responsibilities During the Process

To help us handle your complaint efficiently, we ask that you:

Provide accurate and complete information about the issue, allow reasonable access to the property if an inspection is required, store and treat cleaned carpets or furnishings appropriately after our visit, and communicate with our team respectfully while we work to resolve the matter.

We may be unable to accept liability where issues arise from factors outside our control, such as pre-existing wear, damage or staining, hidden defects, or failure to follow aftercare advice.

7. Escalation of Unresolved Complaints

If you are not satisfied with the outcome at Stage 3, you may request that your complaint is reviewed again by a senior manager. You should clearly explain why you disagree with the original decision or resolution and provide any additional information that you believe has not been considered.

The senior manager will review the initial investigation, the evidence available, and any new information provided. They will then issue a final response, explaining the reasons for their decision. This will normally conclude our internal complaints process.

8. Recording and Using Complaints to Improve

We keep internal records of all complaints received, how they were handled, and the outcomes reached. This information is used to:

Identify patterns or recurring issues in our carpet cleaning and related services, improve training and guidance for technicians and office staff, review and refine our procedures, equipment, and products, and maintain and improve the quality of customer service provided in our operating area.

By sharing your concerns, you help us to raise standards and deliver a better experience for all customers.

9. Changes to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, operating practices, or legal and regulatory requirements. The version available on our legal and policy information pages will always be the most current.

If you have any questions about this complaints procedure or need assistance in raising a concern, please contact our customer service team who will be happy to help you through the process.