Complaints Procedure for Carpet Cleaners Putney Customers

Carpet Cleaners Putney is committed to providing reliable and professional cleaning services for carpets, rugs, upholstery and related domestic and commercial areas. We recognise that, on occasion, our service may not meet expectations. 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 aim to deal with all complaints promptly, fairly and consistently. We use feedback to improve our work, our staff training and the way we deliver carpet and upholstery cleaning services. We will always treat you with respect and expect our staff to be treated in the same way.

We commit to:

Listening carefully to your concerns, acknowledging any inconvenience caused, investigating what happened, explaining our findings, and, where appropriate, offering a suitable resolution.

What This Procedure Covers

This complaints procedure applies to any dissatisfaction relating to our cleaning services, including but not limited to:

The quality of carpet, rug, upholstery or mattress cleaning work carried out, conduct or attitude of our cleaning operatives, punctuality or missed appointments, damage or suspected damage to property or items, accuracy of information provided before or after a booking, and administration issues such as invoicing or scheduling.

This procedure does not cover disputes that fall outside our reasonable control, such as damage that is pre-existing or caused by wear, manufacturer defects, or failure to follow aftercare advice once the service is complete.

How to Make a Complaint

We encourage customers to raise any concerns as soon as possible so that we can put things right quickly. You can make a complaint verbally or in writing.

Informal Complaints

For minor issues or quick clarifications, you may speak directly with the cleaning operative at the time of the visit, where appropriate. Many concerns can be resolved immediately on site, such as re-cleaning an area that has been missed, clarifying charges, or adjusting the work to match the agreed specification.

If you do not feel comfortable speaking with the operative or the issue is not resolved to your satisfaction, you may contact our office and request that the matter be reviewed by a supervisor or manager.

Formal Complaints

If an informal approach does not resolve the matter or your concern is more serious, you may submit a formal complaint in writing. When making a formal complaint, please provide the following information where possible:

Your full name, the service address, the date and approximate time of the cleaning visit, a clear description of the problem, including the area or items affected, any supporting details such as photographs, and your preferred outcome, such as explanation, re-cleaning or reimbursement.

Providing detailed information will help us investigate your complaint quickly and fairly.

Time Limits for Complaints

We ask that any complaint relating to the quality of cleaning work or possible damage be reported as soon as it is reasonably practical, and within 48 hours of the service where possible. Many issues, such as marks or moisture, are easier to assess accurately in the period immediately following the visit.

Complaints made after a longer period will still be reviewed, but the ability to verify events and offer certain remedies may be reduced.

How We Will Handle Your Complaint

Acknowledgement

Once we receive your formal complaint, we will log it in our system and arrange for it to be reviewed by a senior member of staff. We aim to acknowledge all written complaints within a reasonable timeframe, confirming that we have received your concerns and advising if we require any further information.

Investigation

We will then investigate your complaint impartially. This may include reviewing job notes and checklists, speaking with the operative or team who attended the property, assessing any photographs or evidence you have provided, and, where appropriate, arranging a revisit to inspect the work or the affected items.

We will consider your comments alongside our service terms and the industry standards we adhere to for carpet and upholstery cleaning.

Response and Outcome

Once our investigation is complete, we will provide you with a clear response. This will usually include a summary of what we understand the issue to be, an outline of what we found during our investigation, our conclusion, and any actions we propose to take.

Where we find that our service has fallen below the standard you should reasonably expect, we may offer one or more of the following, depending on the circumstances: a re-clean of some or all of the affected areas, corrective work or remedial treatment where appropriate, a partial or full refund, or another form of goodwill gesture.

If we find that the issue was not caused by our work, we will explain our reasoning in full.

Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint be escalated to a more senior manager for a further review. Please set out the reasons why you remain dissatisfied and what outcome you believe would be fair.

A manager who was not directly involved in the original investigation will reassess the information, and may seek additional details before providing a final response from the company.

Site Visits and Access

For certain complaints, especially those relating to possible damage, staining, or uneven results, it may be necessary for us to inspect the property or items. We ask that you provide reasonable access for our staff to view and assess the issue. Without access, it may not be possible to determine the cause or offer a practical solution.

Use of Customer Feedback

Every complaint and piece of feedback we receive is reviewed by our management team. Where patterns or recurring issues are identified, we use this information to improve staff training, update our cleaning methods and equipment, and refine our customer communication before and after bookings.

Privacy and Data Protection

Any personal information you provide when making a complaint will be handled in line with our data protection obligations. Details will only be shared within the company as needed to investigate and resolve your complaint, and will be stored securely.

Continuous Improvement

Carpet Cleaners Putney strives to maintain high standards of service for residents and businesses in our operating area. This complaints procedure is reviewed regularly to ensure it remains fair, clear and effective, and that it supports our goal of delivering consistent, professional cleaning services.