Complaints Procedure for Carpet Cleaning SW13
Carpet Cleaning SW13 is committed to delivering professional carpet, upholstery, and rug cleaning services and to handling any concerns in a fair, transparent, and timely manner. This complaints procedure explains how you can raise an issue with us, how we will respond, and the steps available if you are not satisfied with the outcome.
Scope of this Complaints Procedure
This procedure applies to all domestic and commercial customers who have used our cleaning services. It covers complaints about the standard of cleaning, conduct of staff, scheduling and punctuality, invoicing and charges, and any other aspect of our service that you believe has not met your expectations or our agreed terms.
This procedure does not cover general enquiries, booking requests, or routine feedback that does not involve a concern or dissatisfaction. However, we welcome all feedback as it helps us to maintain and improve the quality of our services in the local area.
What We Mean by a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, made by a customer about the services provided by Carpet Cleaning SW13, where a response or resolution is explicitly or implicitly expected. You do not need to use the word complaint for us to treat your concern seriously.
How to Make a Complaint
You can raise a complaint using any of the following methods:
In writing: You may send a written description of your complaint, including your name, service address, and any relevant dates.
By speaking to our team: You may speak to a member of our staff during or after a visit and ask for your concern to be recorded as a complaint.
When making a complaint, please provide as much information as possible, including a clear description of the issue, when it occurred, which service was carried out, and what you would consider to be a reasonable resolution. This helps us investigate quickly and effectively.
Timeframe for Raising Complaints
We recommend that you raise any service-related complaints as soon as possible and ideally within 14 days of the work being carried out. This timeframe allows us to assess the condition of the cleaned areas and review relevant records. We will still consider complaints raised after this period, but our ability to investigate and offer practical solutions may be more limited.
Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Where possible, we will confirm that it has been logged, outline the next steps in the process, and provide an indicative timeframe for our investigation and response.
How We Investigate Complaints
All complaints are handled in a thorough and impartial manner. Depending on the nature of your complaint, our investigation may include:
Reviewing service records, booking notes, and any job sheets related to your appointment.
Speaking with the cleaning technicians or administrative staff involved.
Assessing before and after observations where available.
Arranging a revisit to inspect the property, carpets, or upholstery if appropriate and agreed with you.
Our goal is to fully understand what happened and whether our service met our standards and any commitments made to you at the time of booking.
Our Response and Possible Outcomes
After we have completed our investigation, we will provide you with a clear response setting out:
A summary of your complaint as we understand it.
The steps we have taken to investigate the matter.
Our findings and whether we uphold your complaint in full, in part, or not at all.
Any remedial actions or proposals we can offer.
Where a complaint is upheld, possible outcomes may include a re-clean of the affected areas, a partial or full refund where appropriate, advice on further care and maintenance, or other reasonable measures to put things right. The remedy offered will depend on the specific circumstances of each case.
Timescales for Resolution
We aim to resolve most complaints within 10 working days from the date of acknowledgement. Complex complaints that require further investigation may take longer. In such cases, we will keep you informed of progress and provide an updated estimate of when you can expect a final response.
If You Are Not Satisfied with the Outcome
If you remain dissatisfied after receiving our final response, you may request that your complaint be reviewed by a senior member of our team who was not previously involved in the matter. The reviewer will reconsider the information available, along with any additional details you wish to provide, and will issue a further response explaining whether the decision is upheld or varied.
Where applicable, and depending on the nature of your complaint, you may also seek independent advice or contact an external body for further support. Any rights you may have under consumer law remain unaffected by this complaints procedure.
Our Commitment to Fairness and Confidentiality
We treat all complaints seriously and handle them with respect and confidentiality. Your complaint will not affect the quality of any future services you receive from Carpet Cleaning SW13. Information you provide will only be shared with those who need it to investigate and resolve the matter, or where we are legally required to disclose it.
Using Feedback to Improve Our Services
Complaints help us identify areas where we can improve the way we deliver carpet and upholstery cleaning services. We regularly review complaints data to identify patterns, address training needs, and refine our processes. By raising concerns, you are helping us maintain high standards for our customers in SW13 and the surrounding areas.
Amendments to this Complaints Procedure
Carpet Cleaning SW13 may update this complaints procedure from time to time to reflect changes in our services, internal processes, or relevant regulations. The version published on our website will always be the most current and will apply to any new complaint raised after the date of publication.
