Complaints Procedure for Carpet Cleaners SE16

This complaints procedure explains how customers can raise concerns about the services provided by Carpet Cleaners SE16 and how those concerns will be handled. Our aim is to resolve any issues quickly, fairly, and transparently, while using your feedback to improve our carpet and upholstery cleaning services.

1. Purpose and Scope

This procedure applies to all domestic and commercial customers who have used Carpet Cleaners SE16 for carpet cleaning, upholstery cleaning, rug cleaning, stain removal, or related services within our regular service areas. It covers complaints about the quality of work, conduct of staff, appointment scheduling, pricing clarity, and any aspect of the service you receive from us.

We treat all complaints seriously, whether they are made verbally or in writing, and whether they are minor concerns or more serious issues regarding our cleaning services or customer care.

2. Our Commitment to You

Carpet Cleaners SE16 is committed to:

Listening to your complaint respectfully and without interruption.

Dealing with your concerns promptly, wherever possible at the first point of contact.

Investigating the matter thoroughly and impartially.

Keeping you informed of progress and expected timescales.

Providing a clear outcome and explanation for any decision we make.

Using valid complaints as an opportunity to review and improve our services and internal processes.

3. Informal Resolution

We encourage customers to raise any concern as soon as possible, ideally on the day of the service or shortly afterwards. Many issues can be resolved quickly on an informal basis, for example by:

Discussing the matter directly with the cleaning technician on site, where appropriate and safe to do so.

Contacting our office to explain the issue and allow us to review what has happened.

Providing photographs or a clear description of any area you believe has not been cleaned to the expected standard.

Where an informal discussion leads to a solution you are satisfied with, the complaint will be considered resolved. If you are not satisfied, or if the matter is more serious, you may follow the formal complaints process set out below.

4. How to Make a Formal Complaint

If your concern cannot be resolved informally, or you prefer to make a formal complaint, please provide the following information so we can investigate properly:

Your full name and preferred contact details.

The date and time of the service and the property address where the work was carried out.

A clear description of the issue, including specific rooms, areas, or items affected.

Any relevant evidence, such as photographs or a copy of your booking confirmation or invoice.

The outcome you would like us to consider, such as a re-clean of specific areas, a partial refund, or another form of resolution.

You may submit your complaint in writing or verbally. Written complaints help us to capture details accurately and ensure a consistent investigation, but we will support customers who wish to complain by other means.

5. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will:

Confirm that we have received your complaint.

Provide the name or role of the person responsible for handling your case.

Outline the next steps and give an estimated timescale for our investigation and response.

If we require further information or clarification, we may contact you at this stage to ensure we fully understand the issue.

6. Investigation Process

The person handling your complaint will review all relevant information, which may include:

Details of your booking, service notes, and any agreed service specifications.

Statements or reports from the cleaning technician or team who attended your property.

Any photographs or evidence provided by you or taken by our staff.

Any relevant policies, procedures, or promotional materials that may have influenced your expectations.

Where necessary, we may request to revisit the property to inspect the areas of concern. Access for inspection or re-cleaning should be arranged within a reasonable time after the original service, taking into account the type of flooring, upholstery, or stains involved.

7. Our Response and Possible Outcomes

After completing our investigation, we will provide you with a clear written or verbal response, setting out:

What we have investigated and the information we have considered.

Our findings in relation to your complaint.

Any action we propose to take to resolve the matter.

Where we find that service has fallen below our standards, possible remedies may include:

An offer to re-clean specific areas or items.

A partial or full refund, depending on the circumstances.

An apology and, where appropriate, a review of internal procedures or additional staff training.

If we do not uphold your complaint, we will explain our reasons clearly and the evidence on which the decision is based.

8. Escalation and Further Review

If you remain dissatisfied after receiving our response, you may request that your complaint be reviewed by a more senior member of the team. In doing so, please explain why you are not satisfied with the initial outcome and what resolution you are seeking.

The senior reviewer will reassess the case, considering any additional information you provide. Once the review is complete, you will receive a final response setting out the outcome of this escalation stage.

9. Time Limits and Evidence

To ensure we can investigate effectively, we recommend that complaints are raised as soon as possible and generally within a reasonable period after the service date. The condition of carpets and upholstery can change over time due to ongoing use, and prompt reporting helps us separate issues arising from our work from later wear and tear.

We may not be able to fully investigate complaints raised after a significant delay, especially where there is no supporting evidence or where the areas in question have been treated by another contractor.

10. Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff or representatives who need it to investigate and resolve your complaint. We will store and process your personal data in line with our data protection obligations and retain complaint records for an appropriate period to help us monitor performance and improve our services.

11. Continuous Improvement

Carpet Cleaners SE16 values feedback from customers across the service area and views every complaint as an opportunity to improve. We regularly review complaint outcomes and trends to identify areas where service quality, staff training, communication, or scheduling can be enhanced. By following this complaints procedure, you help us maintain high standards for carpet and upholstery cleaning and ensure a better experience for all customers in the future.