Complaints Procedure for Carpet Cleaners TW7 Customers

Carpet Cleaners TW7 is committed to delivering reliable, professional carpet and upholstery cleaning services. We understand that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.

Our Commitment to You

We aim to provide a service that is courteous, efficient, and of consistently high quality across our cleaning appointments. When something goes wrong, we welcome the opportunity to put it right. We will treat all complaints seriously, investigate them fairly, and use the outcome to improve our services.

We are committed to:

Listening carefully to your feedback, acknowledging any inconvenience caused, investigating complaints promptly and thoroughly, keeping you informed throughout the process, and offering fair and reasonable resolutions where shortcomings are identified.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled an enquiry or booking, where you would like a response or resolution. Examples include:

Concerns about the quality of carpet or upholstery cleaning work, issues relating to punctuality or conduct of cleaning staff, damage or suspected damage to property during a visit, problems with bookings, access, or communication, and concerns about charges that you believe are incorrect or unclear.

You do not need to use any special wording to make a complaint. If you tell us you are unhappy and want us to respond, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint using whichever method is easiest for you. Please provide as much information as possible so we can investigate effectively. Helpful details include your full name, service address, date and approximate time of the cleaning appointment, a clear description of what went wrong, and what outcome you are seeking, such as a re-clean of an area or clarification of a charge.

You can make a complaint verbally, for example to a cleaner on site or to a member of our team, or in writing, such as through a letter or an online contact form if available. If you make a complaint verbally, we may request your permission to make a written record so that the details are captured clearly.

Timescales for Raising an Issue

We ask that you let us know about any concerns regarding the quality of cleaning work as soon as you notice them. For most service quality issues, we recommend contacting us within 48 hours of the appointment so we have the best chance of assessing the work and putting things right promptly.

For other concerns, such as billing or communication issues, please raise them as soon as reasonably possible after they arise. Prompt notice helps us investigate effectively and maintain accurate records.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear internal process.

First, we will acknowledge your complaint. We aim to acknowledge complaints within a reasonable period. Where possible, we will do this in the same way you contacted us. We may ask for further information if we need it to understand the issue fully.

Next, we will investigate. This may involve speaking to the cleaning team involved, reviewing job notes or checklists, and, if appropriate, requesting photographs or arranging a visit to inspect the work or area of concern.

After the investigation, we will respond to you with our findings and any proposed resolution. Depending on the nature and complexity of the complaint, this may take longer in some cases, but we will aim to keep you informed if additional time is required.

Possible Outcomes and Resolutions

Our priority is to resolve complaints fairly and reasonably, taking into account the circumstances of the job and the condition of the items or property we were asked to clean. Possible resolutions may include:

Providing clarification or additional information about the work carried out, offering a re-clean of affected areas where we agree the work did not meet the agreed standard, discussing a partial or full adjustment of charges where appropriate, offering practical advice on aftercare or further treatment options if relevant, and using your feedback to improve our training, procedures, or communication.

We will explain the reasons for any decision we make and how we reached that conclusion.

If You Are Still Unhappy

If you feel that your complaint has not been resolved to your satisfaction, you can ask for your case to be reviewed by a more senior member of our team. They will reassess the details, including the original investigation and outcome, and decide whether any further action is appropriate.

We will communicate the result of this review to you and explain any final decisions clearly.

Our Expectations of Customers

We ask that customers raising complaints treat our staff with courtesy and respect. We understand that you may feel frustrated or disappointed, and we will always do our best to assist. In return, we cannot tolerate abusive, threatening, or discriminatory language or behaviour towards our team.

We may end a conversation or correspondence if it becomes abusive or unreasonable, but we will still consider and record any legitimate concerns that have been raised.

Using Feedback to Improve Our Service

All complaints and significant expressions of dissatisfaction are recorded and reviewed regularly. This allows us to identify any recurring issues in our carpet and upholstery cleaning services, our booking processes, or our communication, and to take steps to address them.

By following this complaints procedure, Carpet Cleaners TW7 aims to handle concerns consistently and fairly, to learn from feedback, and to deliver a reliable cleaning service for customers across our local service area.