Complaints Procedure for Carpet Cleaning SE22 Customers

This Complaints Procedure explains how customers of Carpet Cleaning SE22 can raise concerns about any aspect of our carpet, upholstery or related cleaning services, and how those concerns will be handled. We are committed to resolving issues quickly, fairly and transparently, and to using feedback to improve our services across the local area.

1. Purpose and Scope

The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any element of our service. This includes, but is not limited to, the quality of cleaning, conduct of staff, punctuality, communication, and adherence to agreed quotations and work specifications.

This procedure applies to all domestic and commercial customers who have engaged Carpet Cleaning SE22 to carry out carpet, rug, upholstery, hard floor or related cleaning work within our regular service area.

2. What We Consider a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where a customer states that they are unhappy with the service received and would like a response or resolution. General feedback, suggestions or routine requests for information are not treated as complaints, although they are still recorded where helpful.

We take all complaints seriously, regardless of how minor they may seem, as they help us identify opportunities to improve our service delivery.

3. How to Raise a Complaint

Customers are encouraged to raise concerns as soon as reasonably possible after the issue arises, ideally within a few days of the service visit. This helps us investigate while information is still fresh and makes it more likely that we can put things right quickly.

You can raise a complaint verbally or in writing. When doing so, please provide the following information where possible:

- Your full name and the address where the service was carried out
- The date and approximate time of the service visit
- A clear description of what went wrong or what you are dissatisfied with
- Any relevant information about previous communications regarding the same issue
- The outcome you are seeking, for example a re-clean of specific areas, an explanation, or a partial refund

If you make a complaint verbally, we may ask you to confirm key details in writing so that there is a clear record of your concerns.

4. Initial Response and Timeframes

We aim to acknowledge all complaints as soon as possible. Where a complaint is made while our team is still on site, the operative or supervisor will attempt to resolve the matter immediately, for example by re-cleaning an area that has been missed or by clarifying the agreed work.

For complaints raised after the visit, we aim to provide an initial response within a reasonable period of time. In this first response, we will confirm that we have received your complaint, outline the next steps, and indicate an approximate timeframe for a full reply. The time needed may vary depending on the complexity of the issue and the availability of staff involved.

5. Our Investigation Process

Once a complaint has been received, it will be recorded and passed to an appropriate member of our management team for review. The investigation may include:

- Checking internal job notes, booking details and any photographs recorded by staff
- Speaking with the operative or team who attended your property
- Reviewing any messages or documentation you have provided
- Where appropriate, arranging a follow-up visit to inspect the work in person

We will consider the information from both the customer and our staff before deciding on a fair and proportionate outcome.

6. Proposed Resolution

After the investigation, we will contact you to explain our findings and propose a resolution. Possible outcomes may include:

- A re-clean of specific areas where the agreed standard was not met
- Practical advice on aftercare or stain management where relevant
- A partial refund or other financial adjustment where appropriate
- An apology and explanation where the service was impacted by genuine error or misunderstanding

We will set out the reasons for our decision and any steps that we will take to prevent similar issues in future. If we are unable to uphold your complaint, we will explain this clearly and respectfully.

7. If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may ask for the decision to be reviewed by a senior member of our management team who was not directly involved in the original investigation. You should explain why you are dissatisfied with the initial response and what you would like to happen next.

The review will focus on whether the complaint was handled fairly, whether relevant information was considered, and whether the proposed resolution remains reasonable. We will then provide a final position on the matter.

8. Time Limits and Evidence

We encourage customers to raise issues as soon as possible, particularly where the concern relates to the appearance of carpets, rugs or upholstery. Over time, normal use, further soiling or additional cleaning attempts by others can make it difficult to distinguish between the original result and subsequent changes.

Where a significant period has passed, or where further work has been carried out by another company, our ability to investigate and resolve a complaint may be limited. We may ask for photographs, receipts or other supporting information where this will help us understand what has happened.

9. Staff Conduct and Safety

We expect all members of our team to behave professionally, respectfully and safely at all times when carrying out work within our service area. If your complaint relates to the conduct of a staff member, we will treat this as a serious matter.

Such complaints may result in additional internal procedures, including staff training, supervision or disciplinary action where appropriate. For reasons of privacy and employment law, we may not be able to share full details of any internal measures taken, but we will confirm that your concerns have been addressed.

10. Use of Complaints for Service Improvement

Carpet Cleaning SE22 uses information from complaints and customer feedback to review our cleaning methods, products, training and communication processes. Trends or repeated issues are logged and discussed within the management team to identify areas for improvement.

By following this procedure, we aim not only to resolve individual complaints but also to enhance the reliability, quality and consistency of our services across the local communities we serve.

11. Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with our commitment to customer care. We may update the procedure from time to time, and the most recent version will apply to all new complaints received.