Complaints Procedure for Carpet Cleaners SE4
Carpet Cleaners SE4 is committed to delivering a high standard of carpet, rug and upholstery cleaning across our service area. If something goes wrong, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will handle it and what you can expect from us at each stage.
Our Commitment to You
We take all feedback seriously, including complaints. Our aims when dealing with a complaint are to:
Listen carefully and treat you with respect and courtesy.
Understand clearly what has happened and what outcome you are seeking.
Acknowledge your complaint promptly and keep you informed.
Investigate the matter thoroughly and objectively.
Offer a fair explanation, apology where appropriate and a suitable resolution.
Use what we learn to improve our carpet and upholstery cleaning services in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our contractors or the way we have handled a previous issue. This can include, for example:
Concerns about the quality or results of carpet, rug or upholstery cleaning.
Damage or suspected damage to property during a visit.
Missed or late appointments without reasonable notice.
Conduct, behaviour or attitude of our cleaning operatives or office team.
Disagreement with charges, quotations or invoicing.
A delay or lack of communication when you have contacted us.
If you are unsure whether your issue is a complaint, please raise it with us. We would always rather hear from you and clarify matters than leave you feeling dissatisfied.
How to Make a Complaint
You can make a complaint using any of the following methods:
Speak directly to the cleaning operative on site, where appropriate.
Contact our office team during working hours to explain the issue.
Write to us with full details of your complaint.
When you contact us, please provide as much information as possible, including:
Your full name and address where the service took place.
The date and approximate time of the cleaning appointment.
What was booked, for example carpet cleaning, stain removal or upholstery cleaning.
A clear description of what went wrong or what you are unhappy about.
Any photographs or notes that help to show the problem, such as staining, marks or damage noticed after the visit.
Timescales for Raising a Complaint
We ask that you notify us of any concern about the quality of cleaning within 24 hours of the work being completed, wherever possible. This allows us to see the condition of the carpets or upholstery while it is still recent and to take prompt action.
Issues such as alleged damage to property, access problems or conduct should also be reported as soon as practically possible after the appointment. We understand that some problems may only become apparent later; in those cases, please contact us as soon as you notice the issue.
How We Will Handle Your Complaint
Once we receive your complaint, we will follow these steps:
Acknowledgement: We will acknowledge your complaint and confirm that we are looking into it. Where possible, we will do this on the same working day, or the next working day at the latest.
Initial Review: We will review the details you have provided, speak to the cleaning operative involved and check any relevant notes from your booking.
Further Information: If we need more details, we may contact you to ask additional questions or request photographs to help us understand the issue fully.
Investigation: We will assess what has happened, considering our cleaning methods, the type and condition of the surfaces cleaned and any limitations explained at the time of booking or on arrival.
Outcome: Once our investigation is complete, we will explain our findings and what we can offer to resolve the matter. This might include a re-clean of affected areas, a partial refund or other appropriate action in line with our terms and conditions.
We aim to provide a full response as quickly as reasonably possible. Straightforward complaints are often resolved within a few working days. More complex matters, particularly those involving alleged damage, may take longer while we complete a thorough review.
Our Approach to Fairness
We will always try to be fair and reasonable when considering complaints. This means we will look at:
The condition and age of carpets or upholstery before cleaning.
Stains or damage that may be permanent or only partially treatable.
Any advice or limitations explained before work began.
Industry standards and good practice for professional carpet cleaning.
We may not be able to agree to every request, but we will always explain our reasoning clearly and honestly and seek a solution that is proportionate to the issue.
What We Ask From You
To help us resolve your complaint efficiently, we ask that you:
Provide accurate information about the service and the problem.
Allow us reasonable access to inspect or revisit the property if needed.
Work with us in a calm and respectful manner while we investigate.
Follow any care instructions given after cleaning, such as drying times and furniture placement, as these can affect the final result.
Continuous Improvement
Every complaint helps us improve our carpet cleaning services across our local area. We log and review complaints regularly to identify patterns, training needs and opportunities to improve our processes, equipment and communication. Our goal is not only to resolve individual issues, but also to reduce the chance of similar problems happening again.
Alternative Dispute Resolution
If you remain dissatisfied after we have completed our complaints process, you may choose to seek independent advice or assistance. This could be through a consumer advice organisation or alternative dispute resolution body. Any such steps do not affect your statutory rights.
Policy Review
This complaints procedure is reviewed periodically to ensure it remains clear, fair and in line with current legislation and good practice in the cleaning industry. We may update it from time to time, and the latest version will apply to any new complaints raised.
We value your custom and your feedback. If you feel that our carpet or upholstery cleaning service has fallen short of your expectations, please let us know so that we have the opportunity to put things right.
