Carpet Cleaners SW18 Formal Complaints Procedure

Carpet Cleaners SW18 is committed to delivering reliable, professional carpet and upholstery cleaning services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, transparent process for handling complaints about our cleaning services. It applies to all domestic and commercial customers who have used Carpet Cleaners SW18 and wish to raise a concern about any aspect of our work or customer service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, standards of work, communication, conduct of our cleaners, or how we have handled a previous query. Examples include, but are not limited to:

Unsatisfactory cleaning results on carpets, rugs, upholstery or other items we were contracted to clean.

Damage allegedly caused to property or belongings during a cleaning visit.

Missed or significantly delayed appointments without reasonable notice.

Concerns about the behaviour or conduct of a member of our team.

Issues with invoicing, pricing, or agreed service details.

How to Make a Complaint

You can raise a complaint in writing, giving as much information as possible to help us understand and investigate the issue. Please include:

Your full name and address.

Details of the property where the service was carried out.

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

Any supporting information, such as photographs or reference to previous communications.

Written complaints help us keep an accurate record and ensure a consistent response. If you prefer to start with a verbal complaint, we may still ask you to confirm the details in writing so we can investigate properly.

Time Limits for Making a Complaint

We ask that you raise any concerns about the cleaning service as soon as possible and, where practical, within 7 days of the service taking place. This time frame allows us to assess the property condition, cleaning results, and any alleged damage while the details are still recent and easier to verify. Complaints raised outside this period will still be considered, but our ability to investigate thoroughly may be reduced.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint in writing, we will acknowledge it within 3 working days. Our acknowledgement will confirm that we have received your complaint and will provide an estimated time frame for our full response.

Stage 2: Investigation

A member of our management team will review the details of your complaint, the original booking information, and any relevant notes from the cleaners who attended your property. Where necessary, we may contact you to gather further information or to clarify specific points.

If appropriate, we may also request photographs, additional evidence, or permission to revisit the property to assess the situation in person. This helps us reach a fair and balanced view of what has happened.

Stage 3: Response and Proposed Resolution

Following our investigation, we will provide a written response setting out:

Our understanding of your complaint.

The steps we have taken to investigate the matter.

Our findings and whether we believe your complaint is upheld in full, in part, or not upheld.

Any proposed resolution or remedial action.

We aim to send this written response within 10 working days of acknowledging your complaint. If we need more time due to the complexity of the issue, we will let you know and provide an updated time frame.

Possible Outcomes and Remedies

Where your complaint is upheld, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include:

Providing a re-clean of the affected areas, where practical.

Offering a partial or full refund for the specific service in question.

Implementing service improvements or staff training to prevent similar issues.

Considering compensation in line with our terms and conditions where damage or loss is clearly attributable to our actions.

Any remedies will take into account the scope of the original service, the condition of the items cleaned, and the limitations of professional cleaning as set out in our service terms.

If You Are Not Satisfied With Our Response

If you are unhappy with our written response or proposed resolution, you can ask for your complaint to be reviewed by a more senior member of our team. When you do this, please explain why you are dissatisfied and what outcome you are seeking. We will then carry out a further review and provide a final written response.

Fairness and Confidentiality

All complaints are handled sensitively and in confidence. Information is shared only with staff who need it to investigate and respond. We treat all customers fairly and will not discriminate or take adverse action because a complaint has been made in good faith.

Using This Procedure

This complaints procedure is designed to ensure that customers in our service area receive a consistent, professional response to any concerns about Carpet Cleaners SW18. We encourage you to use it whenever you feel we have fallen short of the standards you expect, so that we can put things right and continue to improve our carpet and upholstery cleaning services.