Carpet Cleaners SW19 Complaints Procedure

Carpet Cleaners SW19 is committed to providing a reliable and professional cleaning service across our local area. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can tell us if you are unhappy with any aspect of our service, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We aim to resolve all complaints fairly, quickly, and in a courteous manner. Every complaint will be treated seriously, handled confidentially, and used as an opportunity to review and improve our services. We will always try to put things right as soon as possible and keep you informed at each stage.

What This Procedure Covers

This procedure applies to complaints about our carpet and upholstery cleaning services, staff conduct, appointment management, and any related customer service issues. It applies whether you are a domestic or commercial customer within our service areas.

This procedure does not cover enquiries, requests for quotes, or general feedback that is not related to a specific concern or problem. However, you are always welcome to share suggestions about how we can improve.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us by phone, in writing, or by speaking directly to a member of our team during or after your appointment. When making a complaint, please provide as much detail as possible so we can investigate effectively.

To help us understand and resolve your concern, please include:

The date of the cleaning appointment, the address where the service took place, a clear description of what went wrong, the names of any staff you dealt with if you know them, and any steps you would like us to consider to put the matter right. Supplying photos or notes about the issue can also assist our investigation, especially where there are concerns about job quality or damage.

Time Limits for Raising a Complaint

We recommend that you tell us about any problem with the service as soon as possible, ideally within 48 hours of the work being completed. This makes it easier for us to investigate while the details are still fresh and, where appropriate, to re-attend the property to assess and resolve the issue.

We will still review concerns raised later than this, but delayed reporting may limit the options available to us, especially where further use of the property or item may have affected the condition of carpets or upholstery.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear and structured process.

First, we will acknowledge your complaint as soon as reasonably possible. We will confirm that we have received your concern and explain the next steps in the process.

Next, we will investigate your complaint. This may include reviewing job records and notes, speaking with the cleaning team, and, where necessary, arranging an inspection of the area or items you are concerned about. Our aim is to understand what happened, why it happened, and what we can do to resolve it.

In most cases, we aim to provide a full response within 10 working days. If the matter is more complex and we need more time, we will let you know and give you an estimated timescale for our final response.

Possible Outcomes and Resolutions

After completing our investigation, we will explain our findings clearly and outline any steps we propose to resolve the complaint. Depending on the circumstances, outcomes may include:

A sincere apology and explanation of what went wrong, a return visit to re-clean affected areas, where appropriate and feasible, practical steps to put things right where we are responsible for a problem, or a review of our internal procedures, training, or equipment to prevent the issue from happening again.

Any resolution will be based on the specific facts of the case, the condition of the property or items, and the terms agreed when you booked the service.

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may ask for your complaint to be reviewed by a senior member of our team. When requesting a review, please explain why you feel the outcome is not satisfactory and whether you have any additional information you would like us to consider.

We will re-examine the complaint, the investigation, and the decision, and we will provide a final response setting out our conclusions and any further actions we can reasonably take. Once this stage is complete, our internal complaints process will be considered exhausted.

Your Responsibilities as a Customer

To help us handle complaints quickly and fairly, we ask that you:

Provide accurate and complete information related to your booking and the issue raised, cooperate with any reasonable request for access, evidence, or clarification, report any problems within a reasonable time after the service, and communicate with our staff in a respectful and constructive manner.

We reserve the right to end a conversation where a customer is abusive, threatening, or uses discriminatory or offensive language. In such cases, we may continue the discussion in writing instead.

Using Feedback to Improve Our Service

Every complaint is an opportunity to learn. We regularly review the complaints we receive to identify patterns, training needs, or changes required to our processes or equipment. This helps us to strengthen the quality and consistency of our carpet and upholstery cleaning services throughout the areas we serve.

By following this Complaints Procedure, Carpet Cleaners SW19 aims to resolve individual concerns in a fair and timely manner while continually improving the service we offer to all customers.