Complaints Procedure for Carpet Cleaners SW17
Carpet Cleaners SW17 is committed to providing reliable, high-quality carpet, rug and upholstery cleaning services. We recognise that, on occasion, customers may feel dissatisfied with some aspect of our work or service. This Complaints Procedure explains how to raise a concern, how we will handle it, and the standards you can expect from us throughout the process.
Our Commitment to You
We take all complaints seriously and treat them as an opportunity to review and improve our services. Our aims are to:
Respond to complaints promptly and politely.
Investigate issues thoroughly and fairly.
Provide a clear explanation of what happened.
Offer an appropriate remedy where we are at fault.
Use feedback to prevent similar issues arising in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction from a customer about our cleaning services or our staff, whether the concern is big or small. This may include, for example:
Concerns about the quality of carpet, rug or upholstery cleaning.
Damage or alleged damage to property during a visit.
Missed or delayed appointments without adequate communication.
Conduct or behaviour of cleaning operatives or office staff.
Disagreements about prices charged compared with estimates or quotations.
If you are unsure whether an issue counts as a complaint, you are encouraged to raise it with us. We would rather hear about a minor concern early and resolve it quickly.
How to Make a Complaint
You can make a complaint in the way that is most convenient for you. You may contact us in writing or by phone using the usual contact details shown on our website or booking confirmation. When making a complaint, please provide as much detail as possible to help us investigate efficiently, including:
Your full name and the address where the service was carried out.
The date and approximate time of the cleaning visit.
A clear description of the problem and what you are unhappy about.
Any relevant supporting information, such as photographs of the affected area, copies of invoices, or screenshots of messages.
Whether you have already spoken to a member of our team about the issue.
What outcome you are seeking, if you have a preferred resolution.
Time Limits for Complaints
To allow us to investigate effectively, we ask that you report service quality issues as soon as reasonably possible, and ideally within 48 hours of the cleaning appointment. For matters such as alleged damage to carpets, flooring, soft furnishings or other items, you should notify us as soon as you become aware of the issue. While we will consider complaints raised later, delays in reporting may affect our ability to assess the situation accurately.
How We Handle Your Complaint
When we receive your complaint, we follow these steps:
Acknowledgement. We will acknowledge your complaint as soon as reasonably possible. Where feasible, this will be on the same working day, or the next working day at the latest.
Initial review. We will review the details you have provided and may contact you to clarify any points or request further information such as photos or copies of documents.
Investigation. We will speak with the cleaning operative or team involved and, where necessary, any supervisor who inspected the work. If required, we may arrange a revisit to inspect the area in person.
Assessment. We will consider all available information and decide whether the complaint is upheld in full, upheld in part, or not upheld. This will be based on evidence, industry standards and the terms agreed at the time of booking.
Response. We will provide you with a clear outcome, explain our findings, and set out any actions we propose to take to put things right.
Timescales for Resolution
We aim to resolve most complaints within ten working days of receiving full details. Some issues, particularly those involving alleged damage or complex technical questions about specialist fabrics or materials, may take longer to investigate. If we need more time, we will let you know and keep you informed of progress until the matter is concluded.
Possible Outcomes and Remedies
Where we agree that we are at fault, we will seek to offer a fair and proportionate remedy, which may include one or more of the following, depending on the circumstances:
A detailed explanation or clarification, where the issue arises from a misunderstanding.
A re-clean of all or part of the area, carried out at no additional cost.
A partial or full refund of the service charge, where appropriate.
A contribution towards reasonable repair or restoration costs, where damage has been caused by our negligence and can be evidenced.
Any remedy offered will take into account factors such as the condition of the carpets or upholstery before cleaning, any existing damage, the information you provided at the time of booking, and manufacturer guidance regarding suitable cleaning methods.
Situations Where We May Not Be Able to Help
There are certain situations where we may not be able to accept responsibility. Examples include:
Wear, fading, or damage that existed before our visit but became more noticeable after cleaning.
Discolouration or shrinkage caused by inherent defects, unstable dyes, or items that are not suitable for the requested cleaning method.
Issues that arise where you have not followed the aftercare advice we provided.
Complaints raised after a significant delay, where it is no longer possible to investigate properly or determine the cause.
In all cases, we will explain our reasoning clearly, even when we are unable to uphold a complaint.
Escalating a Complaint
If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a senior member of our team who was not involved in the original investigation. On review, we will reconsider the information, check that the procedure has been followed correctly, and confirm whether the original decision should stand or be changed. We will then write to you with a final response.
Continuous Improvement
We monitor complaints and feedback on a regular basis to identify patterns or recurring issues. Where necessary, we provide additional training to staff, review our cleaning methods, update risk assessments, or adjust our customer communication. By following this procedure, Carpet Cleaners SW17 aims to maintain high standards of service across the local area and to deal with any concerns in a professional and transparent manner.
Contacting Us About a Complaint
To raise a complaint or to ask any questions about this Complaints Procedure, please contact us using the details shown on our official website or the correspondence you received when booking your carpet cleaning service. We encourage you to get in touch as soon as possible so that we can work with you towards a fair resolution.
