Complaints Procedure for Carpet Cleaning SW16 Customers

This Complaints Procedure explains how customers of Carpet Cleaning SW16 can raise concerns about our carpet, upholstery, rug, and related cleaning services, and how we will respond. Our aim is to resolve any issues fairly, consistently, and as quickly as possible.

Scope of this Complaints Procedure

This procedure applies to all domestic and commercial customers who have received cleaning services from Carpet Cleaning SW16. It covers concerns about the standard of work, conduct of cleaning staff, adherence to agreed bookings, and the way we manage quotations, invoicing, and follow-up.

Matters involving safety, potential legal claims, or insurance issues may be handled in parallel with this procedure but can require additional steps or timescales. In all cases, we will communicate clearly with you about what is happening and what you can expect.

Our Commitment to You

We are committed to delivering a high standard of carpet and upholstery cleaning and to putting things right when they go wrong. When you make a complaint, we will:

Listen carefully and treat you with respect and courtesy at all times.

Take your concerns seriously and investigate them thoroughly.

Keep your personal information confidential and use it only for managing your complaint.

Provide a clear response, including any steps we will take to remedy the situation.

Use the outcome of complaints to improve our services and staff training.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us investigate and resolve your issue efficiently, please provide the following information where possible:

Your full name and the address where the cleaning service was carried out.

The date of the service and, if known, the time and name of the cleaner or team.

A clear description of what went wrong or what you are unhappy with.

Any relevant details such as photos of the area cleaned, notes, or previous messages about the booking.

Your preferred outcome, for example a re-clean of specific areas, an explanation, or a review of charges.

Informal Resolution

Where possible, we encourage you to raise issues informally at the earliest opportunity, ideally within a short time after the cleaning visit. Many concerns can be resolved quickly by discussing them with our office or the relevant supervisor.

If we are able to resolve your concern immediately to your satisfaction, we will confirm what was agreed and treat the matter as closed. If you remain dissatisfied, or if the issue is more serious or complex, you may proceed with a formal complaint under the next section of this procedure.

Formal Complaint Process

When you submit a formal complaint, it will be logged and assigned to a member of our management team for review.

1. Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. In this acknowledgement we will confirm that we have received your complaint and explain the next steps in the process.

2. Investigation

A manager will review your complaint, which may involve speaking to the cleaner or team who attended your property, checking booking records, and reviewing any photos or other evidence you provide. If necessary, we may contact you to request further information or to clarify any details.

3. Site Visit (if appropriate)

For some complaints, it may be useful or necessary to arrange a site visit to inspect the carpets, rugs, upholstery, or other affected areas. Any visit will be arranged at a mutually convenient time. A site visit allows us to assess the condition of the items after cleaning and to consider any possible remedies.

4. Outcome and Response

Once the investigation is complete, we will provide you with a clear response. This will usually include:

A summary of your complaint.

Findings from our investigation.

Any factors that may have contributed to the issue, including limitations of cleaning methods or pre-existing damage.

Any proposed remedies, such as a re-clean of specific areas, a partial adjustment to charges, practical advice, or an explanation where no fault is found.

Timeframes

We aim to handle complaints as promptly as possible. In most cases, an initial response will be provided within a reasonable number of working days from receipt of the complaint. More complex issues, particularly those requiring site visits or liaison with third parties, may take longer. If additional time is needed, we will keep you informed of progress and the expected timescale for a final response.

Possible Remedies

Depending on the nature and findings of the complaint, possible outcomes may include:

Additional cleaning of the affected areas where appropriate and feasible.

Guidance on realistic expectations for stain removal or wear-related issues.

A review or adjustment of charges where justified.

An apology and explanation where service fell below our usual standard.

Feedback to staff and changes to our processes or training to prevent similar issues in future.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior member of management. In your escalation request, please explain why you are unhappy with the initial response and what resolution you are seeking.

The senior reviewer will look again at the details of your complaint, the investigation, and the original decision. They may contact you for further clarification before providing a final decision. This will normally conclude our internal complaints process.

Your Responsibilities

To help us resolve matters effectively, we ask that you:

Report concerns as soon as possible after the service.

Provide accurate and complete information about the issue.

Allow reasonable access to the property for inspection or remedial work where agreed.

Treat our staff with courtesy and respect throughout the process.

Review of this Procedure

Carpet Cleaning SW16 reviews this Complaints Procedure periodically to ensure it remains clear, fair, and effective. Feedback from customers and lessons learned from complaints are used to improve our services and this procedure over time.