Complaints Procedure for Carpet Cleaning SE11
This Complaints Procedure explains how customers of our carpet cleaning services in SE11 can raise concerns and how those concerns will be handled. Our aim is to resolve any issues quickly, fairly and professionally, and to use your feedback to continually improve our service.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to give you a clear and straightforward way to tell us when something has gone wrong. We want you to feel confident that your complaint will be taken seriously, investigated properly, and resolved wherever possible to your satisfaction.
This procedure applies to all domestic and commercial customers who have used our carpet cleaning or related cleaning services within our SE11 service area.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about our services, our staff, or the way we have handled a previous issue. Examples include, but are not limited to:
Issues with the quality of carpet or upholstery cleaning work carried out.
Concerns about punctuality, conduct or behaviour of cleaning staff.
Disagreement about charges, quotations, or invoices.
Concerns regarding how a previous enquiry or complaint was handled.
We encourage you to raise concerns as soon as possible so that we can address them promptly.
3. Making an Informal Complaint
In many cases, issues can be resolved quickly and informally. If you are unhappy with any aspect of the carpet cleaning service you have received, please speak to us as soon as practicable. Where possible, we will try to resolve the matter immediately or within a short period of time.
When raising an informal complaint, please provide:
Your name and preferred contact method.
The date and location of the cleaning service.
A clear description of the issue you have experienced.
Any steps you feel may help to resolve the matter.
If we are unable to resolve your concern informally, or if you prefer to raise it formally from the outset, you may follow the formal complaints procedure set out below.
4. Making a Formal Complaint
If you wish to make a formal complaint about our carpet cleaning services, please submit your complaint in writing. Written complaints help us to fully understand the issue and provide a clear record of what has been raised.
Your written complaint should include:
Your full name and contact details.
The date the service was provided and the address where the work took place.
A detailed description of the issue, including any relevant timescales.
Any supporting information you wish to provide, such as photographs or copies of correspondence.
Details of any steps you have already taken to try to resolve the matter informally.
Please submit your formal complaint as soon as you reasonably can after the event, ideally within 28 days of the cleaning work being completed.
5. Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. We aim to send this acknowledgement within five working days. The acknowledgement will confirm that we have received your complaint, outline the next steps and provide an estimated timescale for our investigation and response.
6. Investigation Process
Your complaint will be reviewed by a senior member of our team who was not directly involved in the original work wherever possible. The investigation may include:
Reviewing your complaint and any supporting information.
Checking booking records, job notes and internal communications.
Speaking with the technician or team members who carried out the cleaning service.
If necessary, arranging a follow-up visit to inspect the cleaned areas.
We aim to complete our investigation and provide a full written response within 14 working days of acknowledging your complaint. If more time is needed, we will let you know and explain why.
7. Our Response and Possible Outcomes
After investigating, we will provide a written response setting out:
Our understanding of your complaint.
The findings of our investigation.
Any actions we propose to take to resolve the matter.
Possible outcomes may include:
An apology and explanation.
A partial or full re-clean of the affected areas where appropriate.
An adjustment to the invoice or a partial refund, where justified.
Details of any changes we intend to make to our processes or training to prevent similar issues.
8. If You Are Not Satisfied with the Outcome
If you are unhappy with our response, you may ask for your complaint to be reviewed again. Please explain why you are not satisfied and what outcome you are seeking. A different senior member of our team, where available, will review the handling of your complaint and the decision reached.
We will then provide a further written response, normally within 10 working days. This review will be our final internal decision on the matter.
9. Timescales and Fair Handling
We aim to handle all complaints promptly and fairly, keeping you informed throughout the process. If at any point there is a delay, we will update you and give a revised timescale. We will treat all customers respectfully and expect the same in return for our staff.
10. Confidentiality and Data Protection
All complaints will be handled in confidence and in line with applicable data protection requirements. Information about your complaint will only be shared internally with those who need it to investigate and resolve the issue. We will retain records of complaints for a reasonable period in order to monitor and improve our carpet cleaning services.
11. Using Feedback to Improve Our Service
We value all feedback, including complaints, as an opportunity to improve the quality and reliability of our carpet cleaning in SE11. We regularly review complaint records to identify any recurring issues and to make changes to staff training, equipment, products or procedures where necessary.
By following this Complaints Procedure, we aim to ensure that every concern is treated seriously, investigated thoroughly and used constructively to enhance the service we provide to all customers.
