Complaints Procedure for Carpet Cleaning SW20 Customers
This complaints procedure explains how customers of Carpet Cleaning SW20 can raise concerns about our carpet, rug and upholstery cleaning services, and how we will handle and resolve those concerns. We are committed to delivering a reliable and professional cleaning service across our local area, and we view all complaints as an opportunity to review and improve our standards.
Our Commitment to You
We aim to provide high quality carpet cleaning and related services, carried out safely, respectfully and on time. If you are not satisfied with any aspect of our work or customer service, we want to know. We will treat every complaint seriously, investigate it fairly and aim to resolve it as quickly as possible.
All complaints will be handled with courtesy, confidentiality and without discrimination. Making a complaint will not affect your statutory rights or any ongoing or future services you may receive from us in the SW20 area.
What This Procedure Covers
This complaints procedure applies to all domestic and commercial customers using our carpet, rug, sofa, and upholstery cleaning services. It covers issues such as:
Quality of cleaning work, including stains not treated as expected, damage allegedly caused during cleaning, punctuality or conduct of cleaning technicians, customer service before, during or after a visit, billing or invoicing concerns relating to our services, and any failure to follow agreed instructions or reasonable expectations.
This procedure does not cover matters that should be referred to insurers or external authorities, for example where there are claims for significant property damage or health and safety incidents. In such cases, we will advise you of the appropriate next steps.
How to Make a Complaint
You should raise any concern as soon as possible after the issue arises so that we can investigate while details are still clear. You may make a complaint verbally or in writing using any contact method published on our website or service documents.
When you contact us, please provide the following information so that we can handle your complaint efficiently:
Your full name and address, the date and approximate time of the cleaning appointment, a description of the service carried out, a clear explanation of what went wrong or why you are dissatisfied, details of any conversations you have already had with our team about the issue, and any relevant evidence, such as photographs or notes, where applicable.
Stage One: Initial Response and Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. If you raise your concern while the cleaning technician is still on site, they will try to address the matter immediately where it is safe and practical to do so.
If the issue cannot be resolved on the spot, your complaint will be passed to a senior member of our team. We will usually provide an initial response within a reasonable time frame, explaining how we plan to investigate and when you can expect a fuller reply.
Stage Two: Investigation and Resolution
A designated person will review your complaint in detail. This may include speaking to the cleaning technician who attended your property, reviewing any job notes or checklists, and considering any photographs or information you have provided.
Where appropriate, we may request permission to revisit the property in the SW20 area to inspect the carpets, rugs or upholstery first-hand. This helps us to understand the problem and consider possible solutions.
After the investigation, we will contact you with our findings and proposed resolution. Depending on the circumstances, possible outcomes might include a further clean or re-clean of some or all of the affected areas, a partial or full refund of the service fee where justified, practical advice on aftercare to help remedy remaining issues, or an explanation where we conclude that the service was delivered with reasonable care and skill.
Stage Three: Further Review
If you are not satisfied with the outcome of the investigation, you may request a further review. In this case, your complaint will be considered by another senior person who was not directly involved in the original decision where possible.
During this review, we will reassess the information, consider any new details you wish to provide, and decide whether the original outcome should be upheld or adjusted. We will then provide you with a final written response outlining our position and the reasons for it.
Timeframes
We aim to handle complaints promptly. While exact timescales can vary depending on the complexity of the issue, we will always strive to:
Acknowledge your complaint within a reasonable period, keep you informed if our investigation is taking longer than expected, and provide a clear outcome as soon as our review is complete.
If delays occur, we will let you know the reason and give you an updated timeframe.
Your Responsibilities as a Customer
To help us deal with your complaint effectively, we ask that you provide accurate and honest information, cooperate with any reasonable request to inspect the affected areas, and communicate with our team in a respectful and constructive manner. We reserve the right to end communication where behaviour is abusive, threatening or harassing, while still giving proper consideration to the substance of your complaint.
Confidentiality and Data Protection
All complaints are handled in accordance with applicable data protection requirements. Information you provide will be used only for managing and resolving your complaint, for improving our carpet and upholstery cleaning services, and where necessary for legal or regulatory purposes.
Continuous Improvement
We regularly review complaints and feedback from customers across our service areas, including SW20, to identify patterns and opportunities to improve our training, procedures, and quality controls. Your feedback, whether positive or negative, is important in helping us maintain and enhance our standards of service.
If you wish to raise a concern about any aspect of our carpet cleaning work, please follow this procedure so we can address the issue fairly and efficiently.
