Complaints Procedure for Carpet Cleaning Roehampton Clients
This complaints procedure explains how Carpet Cleaning Roehampton receives, records and resolves concerns and complaints about our carpet and upholstery cleaning services. Our aim is to handle every issue fairly, promptly and transparently, while using feedback to improve the quality of our work across the service area.
Our Commitment to Handling Complaints
Carpet Cleaning Roehampton is committed to providing professional cleaning services and clear communication at every stage. If something goes wrong, we want to know about it and put it right as quickly as possible. All complaints are treated seriously, whether they relate to service quality, conduct of staff, scheduling, pricing, or any other aspect of our work.
We will always aim to resolve matters informally where possible, but we also follow a structured process so that every complaint is properly reviewed, recorded and responded to.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or the way they have been delivered, whether this is made verbally or in writing. Examples include:
Concerns about the standard of carpet or upholstery cleaning. Issues with punctuality, behaviour or professionalism of our cleaning teams. Disagreement about charges, quotations or invoicing. Problems with communication before, during or after a visit. Any situation where you feel we have not met agreed expectations.
You do not need to use formal language or specific terms for your concern to be treated as a complaint.
How to Make a Complaint
You can make a complaint in the way that is easiest for you. You may raise your concern verbally with the cleaner on site, over the phone, or in writing through our usual contact channels. When you contact us, please provide:
Your full name and contact details. The address where the service took place. The date and approximate time of the appointment. A clear description of what went wrong. Any photographs or supporting information you wish to share.
The more detail you can provide, the easier it will be for us to investigate and resolve the issue promptly.
Stage One: Informal Resolution
We encourage you to raise any concerns as soon as you notice an issue, ideally while the cleaning team is still on site. In many cases, problems can be resolved immediately, for example by re-cleaning an area or adjusting the work being carried out.
If the matter cannot be resolved on the spot, the team member will pass your concern to the office for further review. We will then contact you to discuss the issue and attempt an informal resolution.
Stage Two: Formal Complaint Handling
If you are not satisfied with the outcome of the informal stage, or if the issue is more serious, you can ask for your concern to be treated as a formal complaint. When a complaint becomes formal, we will:
Record the details of your complaint in our internal system. Acknowledge receipt of your complaint within a reasonable timeframe. Assign a member of our management team to review the matter.
The manager responsible will review all relevant details, which may include job notes, staff reports, photographs and any other information you have provided.
Investigation and Timescales
We aim to carry out a thorough but efficient investigation. In most cases, we will provide a full response within a reasonable period of receiving the formal complaint. If the issue is complex and we need more time, we will explain why and give you an indication of when you can expect a detailed reply.
During the investigation we may contact you to request further information or to arrange a revisit to inspect the area of concern. Site visits, where appropriate, allow us to understand the issue properly and consider suitable solutions.
Outcomes and Remedies
Once our investigation is complete, we will explain our findings and any actions we propose to take. Possible outcomes may include:
Providing an explanation and, where appropriate, an apology. Offering a re-clean of affected areas. Offering a partial or full refund, where applicable. Reviewing and improving our internal processes or staff training.
We will always aim to reach a fair and reasonable outcome based on the information available and the condition of the carpets or upholstery before and after cleaning.
Escalation if You Are Not Satisfied
If you are not satisfied with our final response, you may ask for the complaint to be reviewed by a more senior manager within the business. They will examine how your complaint was handled and whether the outcome was appropriate. We will then provide a further written response setting out our final position.
Where applicable, you may also be able to seek independent advice regarding your consumer rights.
Your Responsibilities When Making a Complaint
To help us handle your complaint efficiently, we ask that you:
Raise concerns as soon as reasonably possible after the service. Provide accurate and complete information about the issue. Allow us reasonable access to the property if a revisit is required. Communicate with our staff respectfully at all times.
We reserve the right to end communications that are abusive, threatening or discriminatory, while still considering the substance of any genuine complaint.
Recording and Using Complaints for Improvement
All formal complaints are recorded and monitored. We regularly review complaint trends to identify areas where our team, equipment, methods or communication can be improved. This helps us maintain a reliable carpet and upholstery cleaning service for customers in our operating area.
Information from complaints is handled in line with our general data handling practices. We only collect information that is relevant to understanding and resolving the issue.
Updates to This Complaints Procedure
We 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. Continued use of our services will indicate acceptance of any updated procedure.
If you have any questions about this complaints procedure or how it applies to your situation, please contact us using our standard contact details before or after your service.
Carpet Cleaning
Upholstery Cleaning
End Of Tenancy Cleaning
Domestic Cleaning
House Cleaning
Office Cleaning
