Carpet Cleaners NW6 Complaints Procedure

This Complaints Procedure explains how customers of Carpet Cleaners NW6 can raise concerns about our carpet, upholstery, rug, and related cleaning services, and how we will respond. Our aim is to resolve any issues quickly, fairly, and transparently so that you can continue to rely on us for your cleaning needs.

Our commitment to resolving complaints

We work hard to deliver high standards of professional cleaning and customer care. However, we recognise that problems can occasionally occur. When they do, we encourage you to tell us so that we can put things right and improve our services. Every complaint is taken seriously and handled with professionalism, courtesy, and respect.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, staff, or processes, whether justified or not. This may include, for example, concerns about the quality of cleaning, punctuality or conduct of cleaners, damage or perceived damage to property, issues with booking or communication, or billing and charges.

We welcome all feedback, whether formal or informal. If you are unhappy about any aspect of our carpet or upholstery cleaning work, please let us know as soon as possible so we have the opportunity to address it.

How to raise a complaint

You can raise a complaint in writing or verbally. Written complaints are generally easier for us to review and investigate, but we will accept complaints in the way that is most convenient for you.

When you contact us with a complaint, please provide the following information where possible:

Full name and, if relevant, the name on the booking; the address where the cleaning was carried out; the date and approximate time of the service; a clear description of what went wrong; any steps already taken to try to resolve the issue with our staff; any supporting information such as photographs, invoices, or notes.

Providing these details helps us understand the situation fully and respond more quickly.

Time limits for raising complaints

We ask that you raise any concerns about the service as soon as you reasonably can, ideally within 7 days of the cleaning appointment. Many issues can be investigated and resolved more effectively when they are reported promptly. Complaints raised later than this will still be considered, but the passage of time may make it more difficult to verify details or offer certain remedies.

What happens after you make a complaint

When we receive your complaint, we will log it and begin our review. Our process is as follows:

First, we will acknowledge your complaint and confirm that it is being investigated. Where possible, we will do this within a few working days of receiving your complaint.

Next, we will investigate the matter. This may include reviewing job notes, speaking with the operative or team who attended your property, checking any relevant photographs or records, and, where appropriate, arranging a follow-up inspection visit.

We aim to provide a full response after the investigation is complete. In most cases this will be within 10 working days of acknowledgement, though more complex matters may take longer. If additional time is needed, we will let you know and keep you updated.

Possible outcomes and remedies

Following our investigation, we will explain our findings clearly and let you know what action we propose to take. This may include one or more of the following, depending on the circumstances:

Offering further cleaning work or a re-clean of specific areas; providing practical advice or guidance on aftercare and stain treatment where relevant; issuing a partial or full refund where this is appropriate; offering an apology and explanation; reviewing and updating our internal procedures or staff training.

We will always aim for a solution that is reasonable and proportionate to the nature of the issue and consistent with our terms and conditions.

If you are not satisfied with our response

If you remain unhappy after receiving our response, you may ask for your complaint to be reviewed again. In this case, your complaint and our initial response will be re-examined, and any additional information you provide will be taken into account. We will then provide a final position on the matter.

We will always try to resolve complaints directly with you wherever possible. If a resolution cannot be reached, you may consider seeking independent advice on your options. Any such steps will depend on your individual circumstances, the nature of the complaint, and applicable consumer rights.

Fairness, confidentiality, and data protection

All complaints are handled in a fair and unbiased way. No customer is ever treated less favourably for making a complaint or sharing concerns about our cleaning services.

Information you provide during the complaints process is treated as confidential and is only shared with those who need it to investigate and resolve your issue. We will handle your personal data in line with applicable data protection requirements and our privacy practices.

Using complaints to improve our services

Complaints and feedback help us identify where our carpet and upholstery cleaning services, booking system, or customer communication can be improved. We regularly review complaint trends and outcomes so we can take corrective action, update procedures, and provide further training to our staff where necessary.

By telling us when something has gone wrong, you give us the opportunity to address your concern and to make our service better for all customers in our service area.

Updates to this Complaints Procedure

This Complaints Procedure may be updated from time to time to reflect changes in our services, internal processes, or relevant legal and regulatory requirements. The version published here will always show the procedure currently in force.

If you have any questions about this Complaints Procedure or need help understanding how it applies to your situation, please contact us so we can assist you.