Complaints Procedure for Carpet Cleaning SE18
We are committed to providing a high standard of carpet cleaning across SE18 and surrounding areas. However, we recognise that issues can sometimes arise. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We treat every complaint seriously and see it as an opportunity to review and improve our carpet cleaning services. Our aims are to handle all concerns promptly, listen carefully and fairly to both sides, keep you informed throughout the process, and reach a clear and reasonable outcome as quickly as possible.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our carpet, rug, upholstery, or related cleaning services, whether the issue arises before, during, or after the work is completed. This may include concerns about service quality, punctuality, conduct of staff, communication, or how we have handled a previous issue.
You do not need to use specific language or legal terms for your concern to be treated as a complaint. If you tell us you are unhappy and want us to put something right, we will treat it as a complaint.
How to Make a Complaint
You can make a complaint in any way that is convenient for you. You may speak to our cleaning technician on site at the time of the visit, contact our office to explain the issue, or write to us providing details of your concern. To help us investigate your complaint efficiently, please provide your full name, the service address, the date and approximate time of the booking, a clear description of the issue, and any relevant photographs or notes, especially where there are visible results you are unhappy with.
Stage One: Informal Resolution
Where possible, we aim to resolve concerns informally and quickly. If you raise an issue during or immediately after the visit, the technician will do their best to address it on the spot, where it is safe and reasonable to do so. Our office team may also contact you to clarify details and provide an immediate response or suggestion.
Many issues can be resolved at this stage through additional advice on drying and aftercare, a minor re-clean of specific areas, or clarification about what can reasonably be achieved with certain types of stains, fibres, or pre-existing wear.
Stage Two: Formal Complaint
If you are not satisfied with the informal response, or if you prefer to raise a formal complaint straight away, your concern will be escalated. We will record your complaint in our internal log and assign it to a senior member of staff to investigate.
We aim to acknowledge all formal complaints within a reasonable time and will set out the next steps and any information we may need from you. The investigation may involve reviewing booking details and notes, speaking with the technician who attended, inspecting any photographs you provide, and, where appropriate, arranging a follow-up visit to view the carpets or upholstery in person.
Stage Three: Review and Final Response
Once the investigation is complete, we will provide a final response outlining our findings, any actions we propose to take, and the reasons behind our decision. Possible outcomes may include a further cleaning visit, a partial adjustment of the fee, advice on aftercare or specialist treatment options, or an explanation of why no further action is considered appropriate.
We aim to reach a fair conclusion based on the evidence available, the service description given at the time of booking, the condition of the items before cleaning, and recognised best practices within the carpet cleaning industry.
Timeframes
We strive to resolve most complaints as quickly as possible. Straightforward concerns may be dealt with within a few working days. More complex matters, such as those requiring site visits or specialist advice, may take longer. If we cannot provide a full response within our usual timeframes, we will let you know and keep you updated on progress.
Your Responsibilities
To help us handle your complaint fairly and efficiently, we ask that you provide accurate and complete information, cooperate with any reasonable requests for access or inspection, follow any aftercare advice we provide, and raise concerns as soon as you become aware of a problem, ideally within a short time of the service being carried out.
Issues Outside Our Control
Our cleaning methods are designed to achieve the best possible results for carpets and soft furnishings in SE18 properties, but some limitations are unavoidable. Permanent stains, heavy wear, fibre damage, colour loss, pre-existing odours, or historic soiling may not be fully removable. Where we have explained these limitations and carried out the work with reasonable care and skill, this may affect the outcome of a complaint.
Respectful Communication
We expect all communication during the complaints process to remain polite and respectful. Our team will treat you courteously at all times, and we ask that you do the same with our staff, whether they are cleaning technicians, office personnel, or managers handling your complaint.
Continuous Improvement
We regularly review complaints relating to our carpet cleaning services in SE18 as part of our quality control procedures. Feedback helps us identify any recurring issues and update our training, equipment, or processes to improve the service we provide to all customers.
This complaints procedure is intended to be clear and straightforward. If anything in this policy is unclear, you are welcome to ask for further explanation when you contact us about your concern.
