Complaints Procedure for Carpet Cleaning SW9 Clients

This complaints procedure explains how Carpet Cleaning SW9 manages and resolves concerns about our carpet, rug and upholstery cleaning services. Our aim is to deal with every complaint fairly, consistently and as quickly as possible, while using your feedback to improve our work across the local area.

1. Purpose of this complaints procedure

The purpose of this procedure is to provide a clear and transparent process for customers who are unhappy with any aspect of our cleaning services. This includes concerns about the standard of work, conduct of staff, adherence to agreed appointments, or how we have communicated with you.

We encourage all clients to raise any concerns promptly so that we can investigate and, where necessary, put things right without delay.

2. What counts as a complaint

You may wish to use this complaints procedure if you believe that:

The cleaning service provided did not meet the standard reasonably expected for professional carpet and upholstery cleaning.

There has been damage to carpets, rugs, soft furnishings or other property that you believe is connected to our work.

Our technicians or office staff behaved in a way you consider unprofessional or disrespectful.

We failed to attend a scheduled appointment without reasonable notice, or repeatedly arrived significantly late.

We have not followed through on commitments, such as re-clean visits or agreed remedial work.

This procedure does not cover routine booking queries, requests for quotes or minor issues that can be resolved quickly through normal communication.

3. How to raise a complaint

We recommend that you raise any complaint as soon as possible after the service date. Providing information promptly helps us investigate thoroughly and fairly.

You can make a complaint by contacting our office and clearly stating that you wish to raise a formal complaint. When doing so, please provide the following details:

Your full name and the address where the cleaning was carried out.

The date of the service and, if possible, the approximate time.

A clear description of what went wrong or why you are dissatisfied.

Any relevant information such as room types, fabric type or particular areas of concern.

Photographs of the issue, if appropriate, to support your description.

Your preferred method of response from us, such as a call or written reply.

4. Acknowledging your complaint

Once your complaint has been received, we will record it in our internal log and assign it to a member of the management team for review. We aim to acknowledge all complaints within three working days. The acknowledgement will confirm that we have received your complaint and will outline the next steps in the process.

5. Investigation and assessment

A manager or senior representative of Carpet Cleaning SW9 will investigate your complaint. Depending on the nature of the issue, this may involve:

Reviewing the original booking details, notes and any instructions you provided.

Speaking with the cleaning technicians who attended your property.

Reviewing photographs or videos supplied by you or taken by our team.

Arranging a site visit to assess the condition of the carpets, rugs or upholstery in person, where appropriate and reasonably practical.

Considering whether industry standards and our internal procedures were followed.

We aim to complete our investigation and provide a full response within ten working days of acknowledging your complaint. If the matter is complex and requires more time, we will inform you of the reason for the delay and provide an updated timescale.

6. Our response and possible outcomes

After investigating your complaint, we will provide a clear written or verbal response. This will set out:

Our understanding of the complaint.

The steps we have taken to investigate.

Our findings, including whether we believe the complaint is fully upheld, partially upheld, or not upheld.

Any actions we propose to resolve the matter.

Depending on the circumstances, possible outcomes may include:

A re-clean of the affected areas, where this is suitable and safe for the carpets or upholstery.

A partial or full refund for the service, where appropriate.

Advice on aftercare or realistic expectations for certain stains and materials.

An apology and reassurance on steps taken to prevent similar issues in future.

Where damage is alleged, we will consider the condition and type of material, pre-existing wear, manufacturer recommendations and the limitations of cleaning methods. In some cases it may not be possible to restore items to their original condition, especially where fibres are heavily worn, discoloured, sun damaged or previously cleaned incorrectly.

7. If you are not satisfied with our response

If you are unhappy with the outcome of your complaint, you may ask for it to be reviewed by a different senior member of our team, where available. To do this, please clearly explain which aspects of our decision you disagree with and provide any additional information that you feel has not been considered.

We will review the complaint, the investigation and the outcome already provided, and respond to you with a final position. Once this review has been completed and communicated to you, our internal complaints process will be considered exhausted.

8. Your responsibilities as a customer

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate information about the issue and the condition of the carpets or upholstery before cleaning.

Follow our care advice and manufacturer instructions after the service, including drying and ventilation guidance.

Allow us reasonable access to the property for inspections or remedial work where this is agreed.

Communicate with our staff respectfully and refrain from abusive language or behaviour.

9. Using complaints to improve our services

All complaints are recorded and regularly reviewed by our management team. We use this information to identify trends, improve staff training, update our cleaning methods and enhance our communication with customers throughout the service process.

By following this structured complaints procedure, Carpet Cleaning SW9 aims to provide a professional and fair process that supports both our customers and our technicians, while maintaining high standards of carpet and upholstery cleaning across our service area.