Complaints Procedure for Carpet Cleaning Roehampton Customers

This Complaints Procedure explains how you can raise a concern about our carpet and upholstery cleaning services and how we will handle your complaint. We aim to provide a clear, fair, and timely process so that any issues are resolved as quickly and effectively as possible.

Our Commitment to You

Carpet Cleaning Roehampton is committed to delivering a reliable and professional service to every customer. If something has not gone as expected, we want to know. We treat all complaints seriously and use them as an opportunity to improve our services, staff training, and quality control.

We will always aim to:

Listen carefully to your concerns and understand what has happened from your point of view. Treat you with respect and courtesy at every stage of the process. Investigate the matter thoroughly and objectively. Put things right, where reasonably possible, within an agreed timescale. Learn from complaints to prevent similar issues in the future.

What This Procedure Covers

This procedure covers complaints about our cleaning services, including but not limited to:

The standard or quality of carpet, rug, or upholstery cleaning. Damage or suspected damage to items or property during cleaning. Missed or delayed appointments and access issues. Conduct, behaviour, or professionalism of our operatives. Incorrect or unclear information about pricing or work to be carried out. Any aspect of our customer service in dealing with your booking or enquiry.

This procedure does not cover issues that are outside our reasonable control, such as pre-existing damage, wear, or permanent staining that cannot be removed despite proper cleaning techniques being used. However, if you are unsure whether your issue is covered, you should still raise it with us for review.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible, ideally within 48 hours of the service being completed. Early reporting helps us assess the situation more accurately and offer a timely solution.

You can make a complaint by contacting us and providing the following information:

Your full name and the property address where the service took place. The date and approximate time of the cleaning. A clear description of the issue and how it has affected you. Any relevant details such as the rooms or items involved, and the name of the operative if known. Any photographs or evidence that may help us understand the problem.

If the matter is urgent or relates to potential damage, please let us know this when you contact us so that we can prioritise our response where appropriate.

Initial Response and Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases this will be within three working days. Our acknowledgement will confirm that we have received your complaint and explain the next steps.

We may contact you to request further information or clarification. Providing clear details and any supporting evidence at this stage will help us carry out a thorough investigation and reach a fair outcome.

Investigation of Your Complaint

Your complaint will be reviewed by a member of our management or office team who is not directly involved in the matter wherever possible. The investigation may include:

Reviewing your account of events and any supporting information. Speaking to the operative or team who attended your property. Checking appointment records, job notes, and internal communications. Assessing photographs and other evidence you provide. Considering any relevant industry guidance or limitations of cleaning methods.

Where appropriate, we may suggest a follow-up visit to inspect the area in question, carry out additional cleaning, or assess any reported damage.

Timeframe for Resolution

We aim to provide a full response to your complaint as soon as reasonably possible, usually within 14 working days of acknowledgement. If the issue is complex or requires further investigation, this may take longer. In such cases we will keep you informed of progress and let you know when you can expect a final response.

Possible Outcomes and Remedies

After we have completed our investigation, we will explain our findings and the reasons for our decision. Where your complaint is upheld in full or in part, we may offer one or more of the following, depending on the circumstances:

Additional cleaning of the affected areas at no extra charge where this is practical and appropriate. A partial or full refund of the service fee, where justified. A goodwill gesture or discount on a future booking, where appropriate. Advice on how to care for your carpets or upholstery following the service.

Where we do not uphold your complaint, we will explain clearly why this is the case and, where possible, provide guidance on any limitations of cleaning results or other contributing factors.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may ask for your complaint to be reviewed again by a senior member of our team, provided new information is available or you believe an aspect of your complaint has not been properly considered.

We will then re-examine the matter and provide a further written response setting out our final position. This internal review is intended to ensure your concerns have been fully and fairly assessed.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will store and process your personal data in line with our data protection practices and applicable legal requirements.

Continuous Improvement

Carpet Cleaning Roehampton monitors complaints and feedback on an ongoing basis to identify trends and areas for improvement. We may use information from complaints to update staff training, review our procedures, refine our quality checks, and enhance communication with customers.

By following this Complaints Procedure, we aim to ensure that any concerns about our carpet and upholstery cleaning services are handled in a professional, consistent, and transparent manner for all customers.