Complaints Procedure for Carpet Cleaners SE13

This complaints procedure explains how customers can raise concerns about carpet, upholstery and related cleaning services provided by Carpet Cleaners SE13. Our aim is to resolve problems quickly, fairly and transparently, while using feedback to improve our services in the local area.

Our Commitment to Handling Complaints

We take every complaint seriously and treat all customers with respect. We are committed to:

Listening carefully to your concerns and understanding what went wrong from your point of view.

Dealing with complaints promptly and aiming for a practical and fair resolution.

Keeping you informed throughout the process and explaining our decisions clearly.

Using complaints as an opportunity to review our work and improve our cleaning services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff or our processes, where you are seeking a response or resolution. Examples include:

Concerns about the quality or results of carpet, rug or upholstery cleaning.

Issues with punctuality, behaviour or conduct of cleaning staff.

Problems with bookings, access, pricing, or how information was provided.

Damage, loss or other negative impact that you believe is linked to our service.

You do not need to use the word complaint for this procedure to apply. If you tell us you are unhappy with our service and would like it addressed, we will treat it as a complaint.

How to Make a Complaint

You should raise your complaint as soon as possible after the issue occurs, so that we can investigate effectively. Please provide the following information when you contact us:

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

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

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

Any relevant evidence, such as photographs or notes about the visit.

What you would consider to be a reasonable outcome, for example a re-clean of certain areas or another type of resolution.

Complaints can be made verbally or in writing. If you raise a concern during or immediately after a visit, the attending cleaner will attempt to resolve the matter on the spot where possible, and will pass the details to our office for follow up if required.

Stage One: Initial Review and Response

Once we receive your complaint, we will log it and begin our initial review. Our objectives at this stage are to understand the issue and, where possible, agree a swift resolution.

We will:

Acknowledge that we have received your complaint and confirm that we are investigating.

Review internal records such as job notes, schedules and any photos or reports from the cleaning team.

Contact you if we require further information or clarification.

Where appropriate, offer a practical solution such as a re-clean of the affected areas, an adjustment to the invoice, or another suitable remedy.

We aim to provide an initial outcome within a reasonable timeframe, taking into account the complexity of the issue and the need to speak with staff members involved.

Stage Two: Further Investigation and Escalation

If you are not satisfied with the outcome of the initial review, you may ask for your complaint to be escalated. At this stage, a senior member of our team will re-examine the matter.

This further investigation may include:

A more detailed review of all job records, communications and evidence.

Speaking to the cleaners or supervisors involved to obtain additional information.

Requesting further photos or evidence from you if this will assist the review.

Considering whether our policies, cleaning methods or communication could have contributed to the problem.

After this review, we will provide you with a final response explaining:

What we have investigated and the information we considered.

Our decision and the reasons for it.

Any proposed remedy or action we will take, such as a re-clean, training, changes to procedures or another form of resolution.

Time Limits for Reporting Issues

To investigate effectively and fairly, we ask that complaints about visible cleaning results are raised as soon as possible and, where reasonable, within 48 hours of the service. Issues reported much later may be more difficult to assess accurately, particularly where carpets and furnishings are being used in the meantime.

Concerns about conduct, access or bookings should also be raised promptly so that we can review records and take appropriate action.

Our Approach to Fair Resolutions

When deciding on a resolution, we will consider:

The nature and severity of the issue and how it has affected you.

Whether our cleaners followed agreed procedures and industry-standard methods.

Any limitations explained before or during the service, such as permanent stains or pre-existing wear and damage.

Whether a re-clean or partial re-clean is practical and likely to resolve the problem.

We aim to reach solutions that are fair and proportionate for both you and our business, and that reflect what could reasonably be expected from a professional cleaning service.

Situations Where We May Not Uphold a Complaint

There are occasions when, after investigation, we may decide we are not at fault. This may include situations where:

Damage or deterioration is due to pre-existing conditions or ongoing wear and tear.

The results achieved are the best reasonably possible given the condition and type of carpet or upholstery.

Instructions, access requirements or safety rules were not followed, making it difficult to complete the work properly.

Too much time has passed since the service, making it impossible to establish the cause of an issue.

In these cases, we will explain our reasoning and provide advice where possible on further steps you might consider.

Learning from Complaints

All complaints are recorded and reviewed regularly. We use this information to:

Identify patterns or recurring issues in our carpet and upholstery cleaning work.

Update training for cleaners and support staff.

Improve our booking, communication and quality control processes.

By doing this, we aim to continually improve the standard and reliability of our cleaning services throughout our service area.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update the procedure to reflect changes in our services, working practices or relevant guidance. The version published here will always be the one currently in force for Carpet Cleaners SE13 customers.