Complaints Procedure for Carpet Cleaners TW9 Customers
This Complaints Procedure explains how you can raise a concern about our carpet and upholstery cleaning services and how we will respond. It applies to all domestic and commercial customers who have used Carpet Cleaners TW9 within our regular service area.
Our Commitment to You
We aim to provide a reliable, professional, and friendly cleaning service on every visit. If you are unhappy with any aspect of our work, we want to know so we can put it right promptly. We treat all complaints seriously, handle them fairly and confidentially, and use the outcome to improve our services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service, whether it relates to the quality of cleaning, conduct of staff, booking arrangements, timing of appointments, access to your property, or how we have dealt with a previous concern.
We distinguish between a minor issue that can be resolved immediately on site and a formal complaint that requires investigation and a written response. If you indicate that you wish to make a formal complaint, we will always follow the procedure set out below.
How to Make a Complaint
You can raise a complaint in any of the following ways:
Directly with the cleaner on site: If you notice a problem while our team is still at your property, please mention it straight away so they have a chance to correct it before leaving.
In writing to our office: You may prefer to contact our office in writing. Please clearly explain the nature of your complaint, including the date and address of the appointment, the type of service carried out, and a detailed description of the issue.
Through your booking contact: If your service was arranged as part of a larger contract or through a managing agent, you can raise your complaint through your usual point of contact, who will then pass it to us.
Information We Need From You
To help us investigate your complaint efficiently, please provide:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
Details of the service booked, such as carpet cleaning, rug cleaning, upholstery cleaning, or stain removal.
A clear description of what went wrong and how it has affected you.
Any relevant photographs or notes that show the issue, where available.
Timescales for Raising a Complaint
We ask that you raise any concerns about the quality or results of cleaning as soon as reasonably possible, and ideally within 48 hours of the service taking place. This allows us to assess the condition of the cleaned areas while they are still representative of the work carried out.
Complaints made later than this will still be considered, but it may be more difficult for us to investigate or verify specific details, particularly in relation to staining or wear that can change over time.
How We Handle Your Complaint
Step 1: Acknowledgement. Once we receive your complaint, we will record it and acknowledge it in writing. We aim to acknowledge all complaints within three working days.
Step 2: Investigation. A manager or designated member of our team will review your complaint in detail. This may involve speaking with the cleaners who attended, reviewing job notes, and, where appropriate, arranging a visit to inspect the areas in question.
Step 3: Response. After completing our investigation, we will provide you with a written response explaining our findings, any relevant technical information about carpet or upholstery cleaning, and what we propose to do to resolve the matter. We aim to provide a full response within ten working days from acknowledging your complaint.
Possible Outcomes and Resolutions
Depending on the nature of the complaint and the outcome of our investigation, resolutions may include:
Offering a re-clean of the affected areas within a reasonable timeframe, where practical and safe to do so.
Providing guidance on aftercare or limitations of cleaning where the issue relates to pre-existing damage, wear, or permanent staining.
Offering a partial or full refund where we consider that the service delivered did not meet our stated standards and a re-clean is not appropriate or possible.
Explaining why we are unable to take further action if the complaint relates to factors outside our control, such as prior damage, inappropriate use of the surface after cleaning, or issues not linked to our work.
Escalating Your Complaint
If you are not satisfied with our initial response, you may request that your complaint be reviewed by a senior member of our management team. They will re-examine the information, consider any additional points you wish to raise, and provide a final written outcome.
We will explain clearly the reasons for our final decision. While we may not always be able to agree with your preferred resolution, we will always ensure your complaint has been thoroughly considered.
Fair Treatment and Confidentiality
We will treat you with respect and courtesy at all times during the complaints process. We ask that you treat our staff in the same way. Abusive or threatening behaviour towards our team may lead to services being withdrawn.
All complaints are handled in confidence and in line with relevant privacy requirements. Information about your complaint will only be shared internally with those who need it in order to investigate and respond.
Using Complaints to Improve Our Service
We view every complaint as an opportunity to improve how we deliver carpet and upholstery cleaning. We regularly review complaints to identify patterns, update our staff training, and refine our working methods so that customers across our service area receive consistent, high-quality results.
By following this Complaints Procedure, Carpet Cleaners TW9 aims to resolve issues quickly, fairly, and transparently, helping you feel confident in choosing our services for your home or business cleaning needs.
