Complaints Procedure

Complaints Procedure for Carpet Cleaning W9

This complaints procedure explains how customers of our carpet cleaning services in the W9 area can raise concerns and how we handle them. Our aim is to resolve issues quickly, fairly, and transparently, while using any feedback to improve our service.

1. Purpose and Scope

This procedure applies to all customers who have booked or received carpet cleaning, rug cleaning, upholstery cleaning, or related services from us in W9 and neighbouring districts. It covers concerns about service quality, punctuality, conduct of cleaners, pricing clarity, and any aspect of the customer experience.

We treat all complaints seriously, whether they are minor service issues or more significant disputes. Everyone in our team is responsible for supporting the fair and timely handling of complaints.

2. What We Consider a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where a customer expects a response or resolution. Examples include, but are not limited to:

Carpets, rugs, or upholstery not cleaned to a reasonable standard based on the service booked.

Damage allegedly caused during cleaning, such as shrinkage, staining, or colour changes.

Missed, late, or significantly delayed appointments.

Concerns about staff behaviour, professionalism, or communication.

Disagreement about charges, quoted prices, or additional services.

Concerns about how a previous complaint was handled.

3. How to Make a Complaint

Customers can raise a complaint in the following ways:

Verbally, to the cleaner on site at the time of service whenever possible.

Verbally, to our office or customer service team.

In writing, giving a clear description of the issue and the service date.

When submitting a complaint, please provide:

Your full name and the service address in W9 or nearby area.

The date and approximate time of the carpet cleaning appointment.

A description of the problem, including specific rooms or items affected.

Any supporting information, such as photographs or notes.

This information helps us investigate more quickly and accurately.

4. Timeframe for Raising a Complaint

We recommend that any complaint about service quality is raised as soon as possible and ideally within 48 hours of the cleaning appointment. This allows us to inspect the work where necessary and take practical steps to put things right.

Complaints raised after a longer period will still be considered, but options for inspection or remedial work may be more limited if the condition of carpets or upholstery has changed over time or additional use.

5. Acknowledgement and Initial Response

For written complaints, we aim to acknowledge receipt within two working days. For verbal complaints, we aim to respond immediately where possible, or by the next working day if further information is required.

At this stage we may ask follow-up questions or request photographs to clarify the issue, especially in relation to staining, damage, or apparent cleaning results.

6. Investigation Process

Every complaint is investigated by a supervisor or designated member of our team who was not directly involved in the original work wherever practical. The investigation may include:

Reviewing the original booking details and any specific instructions given.

Speaking with the cleaner or team who attended the property.

Examining any photos, written notes, or pre-existing condition records.

Considering the type, age, and condition of the carpet or upholstery, including any known limitations.

We may request permission to revisit the property to inspect the carpets or upholstery in person. A site visit can often help to distinguish between pre-existing conditions, wear and tear, and cleaning outcomes.

7. Outcomes and Resolutions

Once the investigation is complete, we will explain our findings and any proposed resolution. Depending on the circumstances, possible outcomes may include:

A clear explanation of what has happened and why.

A re-clean of specific areas, where we agree that the cleaning standard was not met.

A partial or full refund, where appropriate and proportionate.

In rare cases, referral to our insurers where there is evidence of damage attributable to our work.

Our decisions will always take into account the condition of the items before cleaning, any risks that were highlighted in advance, and the realistic expectations for the service booked.

8. Timeframe for Resolution

We aim to reach a final response for most complaints within ten working days of acknowledgement. If the issue is more complex, requires third-party input, or involves a site visit, it may take longer. In such cases, we will keep you updated on progress and expected timescales.

9. Your Responsibilities as a Customer

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about the issue.

Allow us reasonable access to the property for inspection or remedial work where offered.

Avoid using harsh chemicals or attempting your own treatment on carpets or upholstery after the complaint is raised, as this can affect our ability to assess and address the problem.

Communicate with our staff in a respectful and constructive manner.

10. Continuous Improvement

We monitor and review complaints regularly to identify patterns and opportunities for improvement in our carpet cleaning services. Feedback from customers in W9 and surrounding areas is an important part of how we maintain and raise our service standards, update staff training, and refine our procedures.

By following this complaints procedure, we aim to restore confidence, resolve issues fairly, and ensure that every customer feels listened to and treated with respect.