Complaints Procedure for Carpet Cleaners SW7 Customers

Carpet Cleaners SW7 is committed to delivering reliable and professional carpet and upholstery cleaning services. We understand that, on occasion, our service may not fully meet expectations. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose and Scope of This Procedure

This procedure is designed to provide a clear, fair, and timely process for dealing with any dissatisfaction related to our cleaning services, staff conduct, or administrative handling of your booking. It applies to all domestic and commercial customers who have used Carpet Cleaners SW7 for cleaning services within our operating area.

Our aims are to:

Provide a simple way for customers to tell us when something has gone wrong.

Respond promptly and courteously.

Investigate complaints thoroughly and impartially.

Offer a suitable remedy where a complaint is upheld.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This may include, but is not limited to:

Concerns about the quality or results of cleaning work.

Damage to property allegedly caused by our operatives.

Missed or significantly late appointments.

Conduct, attitude, or professionalism of our staff.

Issues with booking, invoicing, or other administrative matters.

General dissatisfaction with how a previous concern was handled.

How to Make a Complaint

You can raise a complaint using any of the following methods:

Verbally, to a member of our cleaning team at the time of service.

Verbally, to our office during normal business hours.

In writing, providing clear details about the issue.

To help us investigate your complaint efficiently, please provide:

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

The date of the service and any booking reference you may have.

A clear description of the issue and how you believe it could be resolved.

Any supporting details, such as photos of the area cleaned or any damage.

Time Limits for Raising a Complaint

We ask that complaints about the quality of cleaning or visible results are raised within 48 hours of the service being completed. This allows us to reassess the work while the condition of the carpets or upholstery is still recent and clear.

Complaints related to damage or staff conduct should be reported as soon as reasonably possible after you become aware of the issue. The sooner you tell us, the more effectively we can investigate.

Our Complaints Handling Stages

Stage 1: Initial Acknowledgement

Once you contact us with a complaint, we will acknowledge it as soon as possible. For written complaints, we aim to confirm receipt within two working days. If your complaint is made verbally, our team will log the details and may ask follow-up questions to ensure we fully understand the issue.

Stage 2: Investigation and Assessment

Your complaint will be passed to a supervisor or manager who is not directly involved in the issue, where possible, to ensure fairness. As part of our investigation we may:

Review booking records and job notes.

Speak with the cleaning technicians involved.

Request photographs or further information from you.

Arrange a revisit to inspect the property, where relevant.

We aim to complete this initial investigation within seven working days. If the matter is complex or requires additional time, we will inform you and provide an estimated timescale.

Stage 3: Outcome and Response

After reviewing all available information, we will provide a clear response explaining:

Our understanding of your complaint.

What we have investigated and the evidence considered.

Whether your complaint has been upheld in full, in part, or not upheld.

Any steps we will take to resolve the matter.

Where a complaint is upheld, possible remedies may include:

A partial or full re-clean of the affected areas.

A goodwill gesture, where appropriate.

A refund or partial refund, in line with our terms and conditions.

Advice on how to care for your carpets or upholstery following our visit.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied after our response, you may request that your complaint be reviewed again by a senior member of our team. You should do this within seven working days of receiving our initial decision and clearly explain why you believe the outcome is unsatisfactory or incomplete.

The senior review will consider the original complaint, the steps already taken, and any new information you provide. We will then issue a final response, normally within ten working days.

Customer Responsibilities

We ask that all customers raising a complaint:

Provide accurate and honest information.

Allow us a reasonable opportunity to investigate the matter.

Cooperate with any request for access to the property for reassessment or remedial work.

Communicate respectfully with our staff at all times.

Our team will always treat you with courtesy, and we expect the same in return.

Data Protection and Confidentiality

All complaints are handled in line with our privacy and data protection obligations. Information you provide will only be shared internally with staff who need it to investigate and resolve your complaint. We do not disclose personal information to third parties unless required by law.

Continuous Improvement

Carpet Cleaners SW7 uses feedback gained through complaints to improve our services and staff training. We regularly review complaint patterns to identify any recurring issues in our cleaning processes, products, or customer care, and we take appropriate action to enhance the overall customer experience across our service area.

This Complaints Procedure is reviewed periodically to ensure that it remains clear, fair, and effective for all Carpet Cleaners SW7 customers.