Complaints Procedure for Carpet Cleaners E16
This complaints procedure explains how customers of Carpet Cleaners E16 can raise concerns about our carpet, upholstery or related cleaning services, and how we will respond. Our aim is to deal with any complaint promptly, fairly and consistently, and to use feedback to improve our services across the local area we cover.
Our Commitment to Handling Complaints
We are committed to providing a high standard of professional cleaning and reliable customer service. If you are not fully satisfied, we want to know as soon as possible so we can put things right. We will treat every complaint seriously, keep you informed, and seek a fair outcome that reflects the circumstances of the case.
What This Procedure Covers
This procedure applies to any concern or complaint about our cleaning services, including but not limited to:
Issues with the quality of carpet, rug or upholstery cleaning work carried out at your property; conduct, attitude or behaviour of our cleaning technicians; punctuality, missed appointments or access issues; damage or alleged damage to property or belongings; billing, quotations, or clarity of information provided before or after a visit; aftercare advice, stain treatment expectations and follow-up service.
It covers domestic and commercial customers within our regular service area.
How to Make a Complaint
You can raise a complaint verbally or in writing. To help us understand the issue and act quickly, please provide the following information where possible:
Your full name and the address where the cleaning took place; the date of the cleaning visit and, if known, the approximate time; a clear description of what went wrong or what you are unhappy with; any steps already taken to try to resolve the matter with the technician on site; any photos that may help to illustrate the issue, such as areas missed or damage noticed after the clean.
Please raise your complaint as soon as you become aware of the problem, and ideally within a reasonable time after the work has been completed. Early notification makes it easier for us to investigate and, where appropriate, to inspect the work again.
Initial Response and Timeframes
Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. We aim to provide an initial response within a short and reasonable timeframe, usually a few working days, depending on the complexity of the issue and staff availability. In this initial response we will confirm that we have received your complaint, may request any additional information we need to investigate, and explain the next steps and expected timescales for a full reply.
Investigation Process
Every complaint will be investigated objectively and as thoroughly as possible. This may involve reviewing booking records, job notes and any photos taken by our technicians, discussing the case with the cleaner who attended your property, arranging a follow-up visit to inspect the work where appropriate and practical, and considering whether our cleaning methods and any limitations were clearly explained at the time of booking.
We will always try to understand your expectations and compare them with what was agreed and what is reasonably achievable with the type of cleaning requested and the condition of the carpets or upholstery.
Outcomes and Resolutions
After investigating your complaint, we will let you know our findings and the outcome. Where we identify that we have not met our usual standards, we will aim to offer a fair resolution, which may include one or more of the following: a re-clean of specific areas, where further treatment is likely to improve the result; practical advice on care, drying times or stain limitations, backed up with appropriate follow-up actions; a partial or full refund, where this is reasonable in view of the circumstances; another form of goodwill gesture that is suitable and proportionate.
If we conclude that the service was provided in line with our methods, limitations and the condition of the items cleaned, we will explain our reasoning clearly. In all cases we aim to communicate respectfully, even where we do not fully agree with your assessment of the situation.
Escalating Your Complaint
If you feel that your complaint has not been handled appropriately or you remain dissatisfied with our response, you can ask for the matter to be reviewed by a senior member of our team. When requesting an escalation, please set out why you disagree with the initial decision and what outcome you are seeking. The senior review will consider the full history of the complaint, including any further evidence you provide, and will give you a final response wherever possible.
Limitations and Fair Use of This Procedure
This complaints procedure is designed to provide a fair and reasonable way of resolving genuine concerns. It does not cover situations where the complaint is abusive, offensive or clearly unreasonable, or where a matter has already been thoroughly reviewed and a final decision issued. In such cases we may limit further communication on the same issue.
Please note that some stains, wear, discolouration or damage cannot be fully resolved by cleaning, and some results depend on fibre type, age, previous treatments and general condition. Where we have clearly explained such limitations in advance and carried out the work with due care and skill, this will be taken into account when assessing the complaint.
Using Feedback to Improve Our Service
We value all feedback, including complaints, as it helps us improve how we deliver carpet and upholstery cleaning across the area we serve. We regularly review complaints to identify patterns, training needs for technicians, improvements to our booking and communication processes, and updates to our service descriptions and pre-clean information. By following this complaints procedure, you help us maintain and improve service quality for all customers of Carpet Cleaners E16.
