Complaints Procedure
Complaints Procedure for Carpet Cleaning Shoreditch
This Complaints Procedure explains how you can raise a concern about any aspect of our carpet, upholstery, or related cleaning services and how we will respond. Our aim is to resolve issues quickly, fairly, and transparently so that you can have confidence in the standard of our work and our customer care.
Our Commitment to You
We are committed to providing a reliable and professional cleaning service in homes and commercial premises. If something goes wrong, we want to know about it and put it right where possible. We treat all complaints seriously and use the information we receive to improve our services, staff training, and communication.
What This Procedure Covers
This procedure applies to complaints about:
1. The quality of carpet, rug, upholstery, or other cleaning work carried out.
2. The conduct, behaviour, or attitude of our cleaning technicians or administrative staff.
3. Missed or delayed appointments and significant scheduling issues.
4. Damage to property or belongings allegedly caused during our cleaning work.
5. Billing or quotation concerns, including clarity of pricing and charges.
If you are unsure whether your concern is covered by this procedure, you may still raise it with us so we can direct you appropriately.
Raising a Complaint Informally
Where possible, we encourage you to raise any issue as soon as you notice it so that we can address it promptly. In many cases, problems can be resolved quickly and informally.
You may raise an informal complaint by contacting our customer service team or speaking directly with the technician at the time of the visit, if appropriate and safe to do so. We will listen to your concerns, ask any necessary questions, and, where possible, agree an immediate or short-term solution with you.
If you are not satisfied with the informal response, or if the issue is more serious, you can make a formal complaint as set out below.
How to Make a Formal Complaint
To help us investigate your complaint thoroughly, please provide as much detail as you can, including:
1. Your full name and the address where the cleaning took place.
2. The date and approximate time of the service.
3. A clear description of the issue, including what happened and when you first noticed the problem.
4. Names of any staff members you dealt with, if known.
5. Any relevant supporting information, such as photographs of alleged damage, written notes, or job references you may have received.
You may submit your complaint in writing or verbally. Written complaints help us keep a clear record and reduce the risk of misunderstanding, but we will record and handle verbal complaints with the same level of care.
Timescales for Acknowledgement and Response
We aim to:
1. Acknowledge receipt of your formal complaint within three working days.
2. Carry out a fair and thorough investigation, which may involve speaking with the cleaning technician, reviewing job records, and, where appropriate, arranging a visit to inspect the issue.
3. Provide a written or clearly recorded verbal response within 14 working days of acknowledging your complaint. If the matter is complex and requires more time, we will let you know and provide an estimated timescale for our final response.
How We Investigate Complaints
Each complaint is considered on its own facts. During our investigation, we will:
1. Review your description of events and any supporting evidence you have provided.
2. Check our internal records, including appointment notes, job sheets, and technician reports.
3. Speak with staff members involved to understand their account of what happened.
4. Where relevant, assess the condition of the area or items cleaned, which may involve a follow-up visit.
5. Consider whether our policies and procedures were followed and whether our service met the standards we aim to deliver.
Possible Outcomes and Remedies
After we complete our investigation, we will explain our findings and any steps we propose to take. Depending on the circumstances, this may include one or more of the following:
1. An apology and an explanation of what went wrong.
2. A re-clean of the affected area at no additional cost, if appropriate and safe to carry out.
3. A partial or full refund of the service fee, where justified.
4. A contribution toward repair or replacement where damage is clearly attributable to our actions and within the scope of our responsibility.
5. Changes to our internal processes or training where we identify a need for improvement.
If we do not uphold your complaint, we will explain our reasons clearly and set out the information we have relied on in making our decision.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint or the way it has been handled, you may request that your case is reviewed by a more senior member of our management team. When asking for an escalation, please explain why you disagree with our initial response and provide any additional information or evidence you believe is relevant.
We will acknowledge your request for escalation within three working days and aim to provide a final written response within 14 working days of that acknowledgement, unless we inform you that more time is required due to the complexity of the matter.
Your Responsibilities When Making a Complaint
We ask that you:
1. Raise your concerns as soon as reasonably possible so that we have the best chance of investigating effectively.
2. Provide accurate and complete information, including supporting evidence where available.
3. Treat our staff with respect. We will not tolerate abusive, threatening, or discriminatory behaviour, and in serious cases we may end contact while still fulfilling any legal obligations we have.
Data Protection and Confidentiality
We handle all complaints in confidence. Information you provide will be used only for investigating and resolving your complaint, training and quality assurance, or meeting legal and regulatory requirements. We store complaint records securely and retain them only for as long as necessary for these purposes and in line with our data protection obligations.
Continuous Improvement
We regularly review complaints to identify recurring issues, trends, or areas where our carpet and upholstery cleaning services can be improved. Feedback from our customers, whether positive or negative, is an important part of maintaining high standards and ensuring that our services continue to meet the needs of the communities we serve.
This Complaints Procedure is reviewed periodically and may be updated to reflect changes in our services, legal requirements, or internal processes. The version in force at the time you make your complaint will apply to the handling of your case.
Carpet Cleaning
Upholstery Cleaning
End Of Tenancy Cleaning
Domestic Cleaning
House Cleaning
Office Cleaning
