Complaints Procedure for Carpet Cleaners SE1 Services
This complaints procedure explains how customers of Carpet Cleaners SE1 can raise concerns about any aspect of our cleaning services, and how we will handle, investigate and resolve those concerns. Our aim is to deal with all complaints fairly, consistently and as quickly as possible, while using feedback to improve our carpet and upholstery cleaning work across the areas we serve.
Our Commitment to Customers
We are committed to providing reliable, professional and courteous carpet cleaning services. If something goes wrong, we want to know about it so we can put it right and prevent similar issues in the future. Every complaint is taken seriously and handled with respect, confidentiality and without prejudice.
What This Procedure Covers
This procedure covers complaints about any service provided by Carpet Cleaners SE1, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain removal, end of tenancy cleaning of floor coverings and related customer service. It applies to domestic and commercial customers using our cleaning services in our operating area.
Informal Resolution
Where possible, we encourage customers to raise any issue at the earliest opportunity so that it can be resolved informally. If you are unhappy with any aspect of the cleaning work or the behaviour of our operatives, please speak to the cleaner on site or contact our office as soon as you become aware of the problem. Many concerns can be resolved quickly through discussion, clarification or a prompt return visit.
How to Make a Formal Complaint
If the matter cannot be resolved informally, or you prefer a more formal approach, you can raise a formal complaint. When submitting your complaint, please include the following information to help us investigate:
The date and time of the service, the service address, a clear description of the issue, including any relevant room or area of the property, details of any previous contact about the same issue, and the outcome you are seeking, such as a re-clean of specific areas or a review of charges. Providing photographs of the affected areas after cleaning, where appropriate, can also help us understand and address the problem.
Time Limits for Raising a Complaint
To allow us to investigate effectively, complaints about the quality of carpet or upholstery cleaning should be raised as soon as reasonably possible after the service, ideally within 48 hours of the work being carried out. Complaints raised after a longer period may be more difficult to assess, particularly where the condition of carpets or soft furnishings may have changed due to ongoing use.
Our Complaints Handling Stages
Stage 1: Acknowledgement. Once we receive your complaint, we will record it in our internal system and acknowledge receipt. We aim to acknowledge all complaints within three working days. At this stage, we may request further information or clarification if needed.
Stage 2: Investigation. A senior member of our team will review your complaint, any relevant booking records, cleaning notes and, where applicable, photographs. We may contact you and, if appropriate, the cleaning operative who attended the property to gather more details. If necessary, we may propose a visit to reassess the carpets or upholstery in person.
Stage 3: Response. Following our investigation, we will provide a written response outlining our findings, any contributing factors and the steps we propose to resolve the matter. We aim to provide a full response within ten working days of acknowledging your complaint. If we are unable to meet this timescale due to the complexity of the issue, we will let you know and give an updated timeframe.
Possible Outcomes and Remedies
Depending on the nature of the complaint and the results of our investigation, we may offer one or more of the following, where appropriate: a clear explanation or further information about our methods or limitations, a partial or full re-clean of specific areas within a reasonable timeframe, an adjustment or refund of fees where service levels have not been met, or internal training or process changes to prevent similar issues.
Where the complaint relates to pre-existing damage, wear, or limitations arising from the condition or fibre type of the carpet or upholstery, we will explain what can reasonably be achieved and provide our assessment in writing.
Escalating a Complaint
If you are not satisfied with our Stage 3 response, you may request that your complaint is reviewed by a more senior manager. When asking for an escalation, please explain why you remain dissatisfied and what outcome you are seeking. We will conduct a further review of the case and provide a final written response setting out our position.
Fairness and Confidentiality
All complaints are treated sensitively and are discussed only with those who need to be involved in resolving the matter. We will handle your personal information in line with our data protection responsibilities and will only use it for the purpose of managing your complaint and improving our services.
Using Complaints to Improve Our Carpet Cleaning Services
Feedback from customers across our service area is valuable in helping us improve. We record and monitor complaints to identify patterns, training needs and process improvements. Where we identify recurring issues, we review our cleaning techniques, equipment and customer communication to strengthen the overall quality of our carpet and upholstery cleaning work.
Contacting Us About a Complaint
You may raise a complaint using any of our usual communication channels. Please clearly state that you wish to make a complaint so that we can apply this procedure. We recommend that you keep a record of your complaint and any supporting information you provide, as well as any responses you receive from us, for future reference.
Review of This Complaints Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, effective and in line with good practice for cleaning service providers. Updated versions will apply to new complaints from the date of publication. Customers are encouraged to read this page before booking, so they understand how any concerns will be handled if they arise.
