Complaints Procedure

Complaints Procedure for Carpet Cleaners Wandsworth

This Complaints Procedure explains how you can raise a concern about our carpet and upholstery cleaning services and how we will manage, investigate, and resolve your complaint. We aim to provide a clear, fair, and efficient process for every customer who wishes to tell us we have not met their expectations.

Our Commitment to You

Carpet Cleaners Wandsworth is committed to delivering reliable and professional cleaning services across the local area. If something goes wrong, we want to know about it so that we can put it right and improve our service for the future. All complaints are taken seriously and handled with respect, discretion, and impartiality.

We will always aim to:

Listen carefully to your concerns, respond promptly and courteously, investigate the facts thoroughly, keep you informed throughout the process, and offer a clear outcome and, where appropriate, a suitable remedy.

What This Procedure Covers

This Complaints Procedure covers any expression of dissatisfaction about our services, including but not limited to:

Carpet cleaning, rug cleaning, upholstery cleaning, stain removal, end of tenancy carpet cleaning, and customer service issues connected with bookings, arrival times, or conduct of our cleaning technicians.

It applies to work carried out in homes, offices, and other properties within our normal service area.

How to Make a Complaint

You can make a complaint in whichever way is most convenient for you. You may contact us in writing or verbally. When you get in touch, please provide as much detail as possible so we can understand and investigate your concern effectively.

To help us deal with your complaint efficiently, please include:

Your full name, the address where the cleaning took place, the date of the service, a clear description of what went wrong, any relevant information about discussions with our staff, and any photographs or notes that support your concerns.

You are encouraged to raise the issue as soon as reasonably possible after the service, ideally within a few days, so that we can assess the condition of the cleaned areas while evidence is still available.

Informal Resolution

In many cases, complaints can be resolved quickly and informally. If you contact us shortly after the service to explain your concern, we will:

Listen to your feedback, ask any necessary questions, and try to resolve the issue immediately or as soon as practically possible. Where appropriate and feasible, we may offer a re-visit to reassess the work and, if justified, to re-clean specific areas.

If you are satisfied with the outcome of this informal step, the matter will be considered resolved. If not, you may ask for your complaint to be treated as a formal complaint under this procedure.

Formal Complaints Process

If your concern cannot be resolved informally, or if you prefer a formal approach from the outset, your complaint will be recorded and handled under the following stages.

Stage 1: Acknowledgement

Once we receive your formal complaint, we will acknowledge it within a reasonable time frame. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process. We may request further information or clarification if needed to help us understand your concerns fully.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility, who was not directly involved in the matter wherever possible. The investigation may include:

Reviewing the booking details and service notes, discussing the issue with the cleaning technician or team involved, considering any photographs, messages, or other evidence you have provided, and where appropriate, offering to re-visit the property to inspect the affected areas.

We aim to complete our investigation within a reasonable and proportionate timescale, depending on the complexity of the case.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a clear response explaining:

Our findings, whether your complaint has been upheld in full, in part, or not upheld, and the reasons for our decision.

Where a complaint is upheld, we will also explain any proposed remedy. This may include one or more of the following, where appropriate and at our discretion:

A re-clean of specific areas, a partial or full refund, a credit towards future services, or another form of resolution considered fair in the circumstances.

We will also use the outcome of the complaint to review our training, processes, or quality controls as necessary.

Timescales

We aim to manage complaints as quickly as reasonably possible. Response times will depend on the nature and complexity of the issue, but our general approach is as follows:

Acknowledgement of your formal complaint within a reasonable timeframe and a full written or verbal response after we have completed a proportionate investigation. If additional time is required, we will let you know and explain why.

Your Responsibilities

To help us resolve your complaint fairly and effectively, we ask that you:

Provide accurate and complete information, allow us reasonable access to the property for inspection or re-cleaning where this is part of a proposed remedy, treat our staff with courtesy and respect, and cooperate with reasonable requests for further details or clarification.

Escalation

If you are not satisfied with the outcome of your complaint after our formal response, you may ask for a further review by a senior member of our team, where available. They will consider whether the procedure has been followed correctly and whether the decision reached is reasonable in light of the evidence.

This internal review will normally focus on whether the process was fair and thorough rather than re-investigating every detail. We will inform you of the final decision following this review.

Records and Data Protection

We keep a record of complaints and outcomes to help us monitor service quality and improve our standards. Any personal information you provide during the complaints process will be handled in line with applicable data protection requirements and used only for the purpose of managing and reviewing your complaint and improving our services.

Continuous Improvement

Every complaint offers us an opportunity to learn. We regularly review the nature and frequency of complaints relating to our carpet and upholstery cleaning services throughout the local area. This helps us identify trends, refine our training, and ensure that our customers receive consistent, high-quality service in future.

If you have any concerns about our services, we encourage you to use this Complaints Procedure so that we can address the issue and continue to improve the way we work.