Complaints Procedure for Carpet Cleaners SW14 Customers

Carpet Cleaners SW14 is committed to delivering reliable, high quality cleaning services and excellent customer care. We recognise that, on occasion, things may not go as planned. When this happens, we want to know, so we can put matters right as quickly as possible and improve our services for the future.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our carpet, upholstery, rug, or hard floor cleaning services, and what you can expect from us at each stage. It applies to all domestic and commercial customers who have used our services within our regular operating areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous enquiry, where you are seeking a response or resolution. Examples include:

Issues with the standard of cleaning carried out

Concerns about punctuality, conduct, or professionalism of staff

Disagreement about pricing, estimates, or additional charges

Damage to property or items during a visit

Failure to follow agreed instructions or booking details

Poor communication before, during, or after a job

General feedback, suggestions, or requests for minor adjustments that do not require a formal investigation are not treated as complaints, but we still welcome them and will aim to address them promptly.

How to Make a Complaint

You can raise a complaint in writing. Written complaints help ensure we fully understand the details and can keep an accurate record of our communication and actions.

To help us investigate quickly and fairly, please include the following information where possible:

Your full name and the address where the cleaning took place

The date and approximate time of the appointment

A description of the service booked and any pre-agreed instructions

Clear details of what went wrong or why you are unhappy

Photographs, where relevant, especially for any alleged damage or unsatisfactory work

What you would consider a reasonable outcome

We encourage you to submit your complaint as soon as possible and within a reasonable time of the issue arising. Complaints raised promptly are usually easier to investigate and resolve.

Our Complaints Handling Stages

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will review the details and acknowledge it in writing. We aim to do this within three working days. Our acknowledgement will normally include:

Confirmation that we have received your complaint

The name or role of the person responsible for handling it

An outline of the next steps and indicative timescales

Stage Two: Investigation

A member of our management team will investigate your complaint. This may involve:

Reviewing your booking details, job sheets, and any relevant notes

Speaking with the cleaning operatives involved

Assessing any photographs or supporting information you have provided

Asking you for further details or clarification if needed

We aim to complete our investigation and provide a written response within ten working days of acknowledging your complaint. If, for any reason, we require more time, we will let you know, explain why, and provide a revised timescale.

Stage Three: Outcome and Resolution

Following the investigation, we will provide you with a clear written response that sets out:

Our understanding of your complaint

The steps we have taken to investigate

Our findings and whether your complaint is upheld, partially upheld, or not upheld

Any proposed remedy or actions we will take

Depending on the circumstances, possible resolutions may include:

Arranging a re-clean of the affected areas where appropriate

Offering a partial or full refund

Providing a credit towards future cleaning work

Offering an apology and explanation

Reviewing our procedures, training, or quality checks to help prevent a recurrence

If You Are Unhappy with Our Response

If you are not satisfied with the outcome at Stage Three, you may request a further review. Please explain why you are unhappy with our decision and what you believe we have overlooked or misunderstood.

A senior member of our team, who was not directly involved in the original investigation wherever possible, will review your complaint and our previous handling of it. We will aim to provide a final written response within ten working days of receiving your request for a review.

Time Limits and Evidence

To investigate complaints effectively, we may set reasonable time limits for providing additional information or evidence. Where damage to carpets, rugs, upholstery, or other items is alleged, photographs taken as soon as possible after the visit are particularly helpful.

We will consider complaints raised after a longer period, but our ability to investigate thoroughly may be reduced if significant time has passed or if further cleaning or repairs have already taken place.

Our Commitment to Fairness and Respect

We treat all complaints seriously and handle them confidentially. We will always aim to be fair, open, and respectful, and we expect the same courtesy in return. We will not tolerate abusive, threatening, or discriminatory language or behaviour towards our staff. In such cases, we may limit or cease communication, but we will still consider the substance of any genuine complaint already raised.

Using Feedback to Improve Our Services

Every complaint is an opportunity to review our standards and procedures. We regularly review the themes and outcomes of complaints to identify areas for improvement. This may include updating our training, refining our booking process, improving communication, or enhancing quality checks on cleaning work.

By following this complaints procedure, Carpet Cleaners SW14 aims to resolve issues promptly, fairly, and consistently, while continuing to provide reliable and professional cleaning services to our customers.