Complaints Procedure for Carpet Cleaning NW2 Services

Carpet Cleaning NW2 is committed to providing a reliable and professional carpet and upholstery cleaning service. We recognise that, on rare occasions, things may not go as expected. This Complaints Procedure explains how you can raise a concern about our services and how we will respond, investigate, and seek to resolve the matter fairly and promptly.

Purpose and Scope

This procedure sets out how customers can make a complaint about any aspect of our carpet, rug, upholstery, or related cleaning services. It applies to all domestic and commercial customers who have booked or received services from Carpet Cleaning NW2 within our normal service area.

Our aims are to:

Provide a clear and simple way to raise concerns about our services.

Handle complaints promptly, fairly, and consistently.

Learn from feedback to improve the quality and reliability of our work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received or about the way our staff or representatives have acted. This may include issues such as:

Concerns about the quality of cleaning work carried out.

Damage allegedly caused to carpets, upholstery, or other property during a visit.

Missed, delayed, or cancelled appointments without reasonable explanation.

Conduct or behaviour of cleaning operatives or customer service staff.

Concerns regarding how we have handled a previous enquiry or complaint.

We encourage you to raise any concern as soon as possible after the event so that we can investigate while details are still clear.

How to Make a Complaint

You can make a complaint verbally or in writing. When submitting your complaint, please provide as much information as you can, including:

Your full name and, if applicable, the name of the person who booked the service.

The service address where the work took place.

The date and approximate time of the appointment.

A description of the issue and how you believe it can be resolved.

Any supporting details, for example photographs of areas of concern or copies of booking confirmations or invoices.

Complaints can be made to our customer service team using your usual communication channel with Carpet Cleaning NW2. If your complaint is made verbally, we may ask you to confirm the key details in writing so that there is a clear record of the matter.

Time Limits for Complaints

To allow a fair and accurate investigation, we ask that complaints relating to cleaning quality are raised within 48 hours of the service. Complaints about damage or loss should be raised as soon as reasonably possible after you become aware of the issue.

We will still consider complaints made later than this where there is a good reason for the delay, but it may be more difficult to verify events and evidence.

Our Complaint Handling Process

We follow a clear and structured process when dealing with complaints:

1. Acknowledgement
We aim to acknowledge your complaint as soon as reasonably possible after receiving it. In this acknowledgement, we will confirm that your complaint has been logged and outline the next steps in the process.

2. Initial Assessment
A member of our team will review the details of your complaint, the booking records, and any notes from the technicians who attended your property. We may contact you to clarify information or request additional details or photographs to assist our assessment.

3. Investigation
Where necessary, we will carry out a more detailed investigation. This may include:

Speaking with the cleaning operatives who attended.

Reviewing any pre-service inspection notes recorded for your carpets or upholstery.

Checking our booking and communication records.

In cases involving possible damage or technical issues, we may suggest a further visit to inspect the affected items or areas.

4. Response and Outcome
Once our investigation is complete, we will provide a written or verbal response outlining:

What we have understood your complaint to be.

The steps we have taken to investigate.

Our findings and whether we uphold the complaint in full, in part, or not upheld.

Any actions we propose to resolve the matter.

Where the complaint is upheld, possible resolutions may include a re-clean of affected areas, a partial or full refund, or another appropriate remedy depending on the circumstances and evidence available.

Timescales

We aim to resolve straightforward complaints within a reasonable time from acknowledgement. More complex matters requiring further investigation, site visits, or liaison with third parties may take longer. If we need additional time, we will explain the reasons and keep you updated on progress.

Your Responsibilities

To help us resolve complaints efficiently, we ask that you:

Provide accurate and complete information about the booking and the issue.

Allow us reasonable access to the property, where needed, to inspect and attempt to rectify any problems.

Retain any relevant evidence, such as photographs or damaged items, where possible.

Treat our staff with courtesy and respect throughout the complaint process.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it is reviewed by a senior member of our team. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking.

The senior review will consider all previous correspondence, any new information provided, and whether the initial decision was fair and consistent with our policies and obligations. The outcome of this review will be our final position on the matter.

Learning and Service Improvement

We value all feedback, including complaints, as an opportunity to improve our carpet and upholstery cleaning services. Where appropriate, we use the information from complaints to:

Provide additional training or guidance to staff.

Update our cleaning procedures or equipment.

Improve communication with customers before, during, and after bookings.

Our goal is to ensure that customers across the areas we serve receive a consistent, high standard of service and that any problems are addressed promptly and professionally.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with applicable data protection requirements. Information related to your complaint will only be shared with those who need it to investigate and respond, or as required by law.

Contacting Carpet Cleaning NW2

If you wish to raise a complaint about any aspect of our carpet or upholstery cleaning service, please contact our customer service team using your usual method of communication with Carpet Cleaning NW2. We are committed to handling your concern promptly, fairly, and with the aim of reaching a satisfactory resolution wherever possible.