Complaints Procedure for Carpet Cleaning E2 Customers

This Complaints Procedure explains how customers of our carpet cleaning services in the E2 area can raise concerns and how we will respond. We are committed to providing a professional, reliable and friendly service, and we treat every complaint as an opportunity to review and improve our work.

1. Our Commitment to You

We aim to carry out all carpet cleaning work to a high standard, using appropriate products and methods for your property. If you feel that any part of our service has not met your expectations, we want to hear from you. We will handle your complaint fairly, promptly, and respectfully at every stage.

We will:

Listen carefully to the details of your complaint, keep a clear record of what has happened, investigate the matter as quickly as possible, and offer a response and, where appropriate, a remedy or corrective action.

2. When to Make a Complaint

You can make a complaint about any aspect of our carpet cleaning service, including the quality of the work, the conduct or behaviour of our cleaning team, damage you believe has been caused during a visit, missed or late appointments, and communication before, during, or after the job.

To help us resolve your complaint more effectively, we ask that you raise it as soon as possible after the event. The sooner we are informed, the easier it is for us to investigate and put things right.

3. How to Make a Complaint

You may submit a complaint in writing or by speaking directly with a representative of the company. Please provide the following information so we can deal with the matter efficiently:

Your full name, best way for us to contact you, the address where the carpet cleaning was carried out, the date and approximate time of the service, a clear description of the issue, and any supporting information that may assist our review, such as photographs or details of conversations with our staff.

If you make a complaint in person or over the phone, we may ask you to confirm the details in writing to ensure we have an accurate record.

4. What Happens After You Complain

Once we receive your complaint, we will acknowledge it and begin our investigation. In most cases we will:

Record your complaint in our internal system, review the original booking details and job notes, speak to the team members involved, assess any photos or evidence you provide, and consider any relevant policies or procedures.

We aim to provide an initial response within a reasonable timeframe. If we need more time to investigate, we will let you know and provide an updated timescale.

5. Investigation and Resolution

Every complaint is considered carefully on its own facts. After our investigation, we will explain:

What we have found, any factors that may have contributed to the issue, and what we can do to resolve it.

Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include a clear explanation or apology, additional cleaning work being carried out, a partial or full refund where appropriate, or other reasonable remedial steps.

Our goal is always to reach a fair and balanced outcome that reflects the circumstances, the condition of the carpets before cleaning, and the work that was agreed.

6. If You Are Not Satisfied With the Outcome

If you are unhappy with our initial response, you can ask for your complaint to be reviewed again. Please explain why you are not satisfied and provide any extra information you feel is relevant.

A more senior member of our team will re-examine the complaint, the steps already taken, and the proposed resolution. Following this review, we will provide you with a final response, setting out our findings and any further actions we are prepared to take.

7. Timescales

We aim to acknowledge complaints promptly and to resolve most issues within a reasonable period, depending on complexity. Some matters, such as alleged damage or disputes about pre-existing carpet condition, may require a more detailed investigation. If we anticipate a delay, we will inform you and keep you updated on progress until the matter is resolved.

8. Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

Provide accurate and complete information regarding the issue, treat our staff with courtesy and respect, follow any reasonable instructions we give while we investigate, and allow us access to the property where necessary to inspect carpets or other areas of concern.

In some situations, we may ask you not to attempt your own remedial cleaning or repairs before we have had the opportunity to inspect the problem, as this can affect the outcome of our assessment.

9. Data Protection and Confidentiality

We treat all complaints confidentially. Any personal information you provide in connection with a complaint will be used only for the purpose of handling and resolving that complaint, and will be managed in line with our data protection obligations.

10. Continuous Improvement

Feedback from our carpet cleaning customers in the E2 area is essential to maintaining high service standards. We review complaints regularly to identify recurring issues, training needs, and areas where we can improve our systems, communication, or cleaning methods. By following this Complaints Procedure, we aim to ensure that every concern is handled fairly and consistently, and that our services continue to meet the expectations of our customers.