Complaints Procedure at Carpet Cleaners Richmond upon Thames

Carpet Cleaners Richmond upon Thames is committed to delivering reliable and professional cleaning services, including carpet, rug and upholstery cleaning for homes and businesses in the local area. We recognise that, on occasion, customers may feel dissatisfied with some aspect of our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us.

Our Commitment to You

We aim to provide a clear, fair and efficient process for resolving complaints. We will treat all customers with respect, handle every complaint seriously, and use the information we receive to improve our services. Our objectives are to acknowledge your concerns quickly, investigate thoroughly, and offer a timely and reasonable resolution wherever possible.

What This Procedure Covers

This procedure applies to complaints about the services provided by Carpet Cleaners Richmond upon Thames, including but not limited to:

Quality of carpet, rug or upholstery cleaning work carried out at your property.

Conduct, attitude or behaviour of our cleaning technicians or representatives.

Adherence to agreed appointment times, access arrangements or service specifications.

Concerns related to quotes, invoices or payments, where you believe an error has occurred.

This procedure does not cover disputes that fall solely under the responsibility of third parties, such as finance providers, landlords or letting agents, or matters that are being dealt with by a court or an external regulator.

How to Make a Complaint

You can raise a complaint verbally or in writing. We encourage customers to contact us as soon as reasonably possible after the issue arises, ideally within a short time of the cleaning visit, so that we can properly assess the condition of the cleaned areas and address the matter effectively.

When making a complaint, please provide the following information where possible:

Your full name and the address where the cleaning service was carried out.

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

Any relevant evidence, such as photographs or written notes about conversations.

Whether you have already discussed the issue informally with a member of our team.

You may raise your complaint with the cleaning technician at the time of service or directly with our office team. We will handle your information in line with our privacy commitments and use it only for the purpose of resolving your complaint and improving our services.

Initial Resolution and Informal Complaints

In many cases, concerns can be resolved quickly and informally. If you raise an issue during or immediately after the cleaning visit, we will aim to:

Listen carefully to your description of the problem.

Inspect the affected areas where appropriate.

Explain what may have caused the issue, taking into account the condition and type of carpet or fabric.

Offer a practical solution, which may include re-cleaning certain areas or adjusting our approach.

If you are not satisfied with the outcome of this informal stage, or if you prefer to make a formal complaint from the outset, you can ask for your concern to be escalated in accordance with the formal procedure below.

Formal Complaints Procedure

Once a complaint is received formally, we will follow these steps:

Acknowledgement: We will acknowledge your complaint within a reasonable timeframe and confirm that it is being investigated. Where possible, we will outline the next steps and an estimated timescale for our response.

Investigation: A senior member of our team will review your complaint, examine any relevant records, and, if necessary, speak to the cleaning technicians who attended your property. We may contact you to obtain further information or clarification.

Inspection: In some cases, we may request to revisit the property to inspect the carpets, rugs or upholstery. This helps us to assess the nature of the issue, including any pre-existing wear, staining or damage that may affect the outcome.

Outcome and Response: Following the investigation, we will provide a clear written or verbal response. This will set out our findings, whether the complaint is upheld in full or in part, and what we propose to do next.

Possible Outcomes and Remedies

If your complaint is upheld, we will aim to offer a fair and proportionate remedy. Depending on the circumstances, this may include:

Carrying out a re-clean of some or all of the affected areas, where appropriate.

Providing practical advice on aftercare, stain treatment or ongoing maintenance.

Offering a partial or full adjustment to the service charge, where justified by the findings.

Explaining any limitations of the cleaning process where particular stains, wear or prior damage cannot reasonably be resolved.

Where we do not uphold the complaint, we will clearly explain our reasons, including any technical or practical factors that influenced the outcome.

Timeframes

We aim to resolve most complaints as soon as reasonably possible. Timeframes may vary depending on the complexity of the issue, the availability of relevant staff and any need to revisit the property. If we anticipate any delay, we will let you know and keep you updated on progress until the matter is closed.

Escalation and Further Review

If you remain dissatisfied after receiving our formal response, you may request a further review. In this case, a different senior person, who was not involved in the original investigation where possible, will reassess the complaint, the evidence and the outcome reached. We will then provide a final response explaining whether any part of the decision is changed and confirming the reasons for our position.

Using Complaints to Improve Our Services

Every complaint we receive helps us better understand the expectations of customers in Richmond upon Thames and surrounding areas. We record and monitor complaints so that we can identify recurring issues, make improvements to staff training, update our procedures, and refine the way we deliver our carpet and upholstery cleaning services.

By following this Complaints Procedure, Carpet Cleaners Richmond upon Thames aims to resolve issues promptly and professionally while maintaining a consistent standard of service for all our residential and commercial clients.