Complaints Procedure

Complaints Procedure for Carpet Cleaners West Hampstead

This Complaints Procedure explains how customers of Carpet Cleaners West Hampstead can raise concerns about our services and how we will handle and resolve those concerns. We are committed to providing professional cleaning and clear communication at every stage of the process.

Our Commitment to You

We aim to deliver carpet and upholstery cleaning of a consistently high standard across our service area. However, if something goes wrong, we want to know about it so we can put things right and improve our services. All complaints are taken seriously, treated with respect, and handled in a fair and timely manner.

When You Can Make a Complaint

You can make a complaint if you are dissatisfied with any aspect of our services, including but not limited to the quality of cleaning, conduct or behaviour of our staff, adherence to agreed appointment times, clarity of pricing and charges, or any follow-up or aftercare issues. Complaints can relate to a single service visit or an ongoing service arrangement.

How to Raise a Complaint

You can raise a complaint in any reasonable written form. Please provide as much detail as possible so we can investigate fully and respond promptly. When submitting your complaint, please include your full name, the address where the cleaning service took place, the date and approximate time of the service, a clear description of the issue, and what outcome you are seeking if you have a preferred resolution.

If your complaint relates to more than one visit or to different members of staff, please describe each instance separately, including dates and details, so that we can review all relevant information.

Timescales for Making a Complaint

To help us investigate effectively, we encourage you to raise any concerns as soon as possible after the service, ideally within seven days of the visit. Complaints raised after a longer period will still be considered, but some issues may be more difficult to assess if significant time has passed.

How We Handle Your Complaint

Once we receive your complaint, we follow a clear process designed to ensure consistency and fairness. We will first acknowledge receipt of your complaint within a reasonable timeframe. We will then review the information you have provided, including service records, job notes, and, where applicable, any images or evidence you wish to share.

Where needed, we may contact you to request further details or clarification. This helps us to fully understand the situation and to explore appropriate solutions. We may also speak with the cleaning operatives or supervisors involved in the service to gather additional information.

Investigation and Assessment

Every complaint is assessed on its own facts. We will consider the scope of work originally agreed, the condition of the carpets, rugs, or upholstery before cleaning, any limitations or risks explained at the time of booking or before starting the work, and the cleaning methods and products used. We also review whether our own internal procedures were followed correctly and whether any health and safety or industry best practice standards are relevant.

Where a site visit is needed to properly assess your complaint, we will discuss convenient times with you. A follow-up visit may help us understand any remaining staining, damage concerns, or service shortfalls.

Proposed Resolution

After completing our investigation, we will explain our findings and any proposed resolution. Depending on the circumstances, this may include a repeat clean or remedial work where appropriate, an adjustment to charges or a partial refund where justified, practical advice on ongoing care or maintenance of your carpets or upholstery, and, where relevant, internal staff training or process changes to prevent similar issues.

We will always aim to ensure that any solution offered is reasonable and proportionate to the issue that has been identified.

Timeframe for Response

We aim to provide a full response to your complaint within a reasonable period after acknowledging it, depending on the complexity of the matter and whether a site visit is required. If we need more time to investigate, we will keep you updated on our progress and let you know when you can expect a further response.

If You Are Not Satisfied with the Outcome

If you are unhappy with our proposed resolution, you can request that your complaint be reviewed again. In that case, a different person or a senior member of our team will re-examine the issues and the steps taken so far. They may contact you to discuss your concerns in more detail before reaching a final decision. After this review, we will confirm our final position on your complaint.

Customer Responsibilities

To help us handle your complaint efficiently, we ask that you provide accurate and complete information when first raising your concerns, respond to our reasonable requests for further details, photographs, or access for inspection, treat our staff with courtesy and respect, even if you are dissatisfied, and allow us a fair opportunity to investigate and, where appropriate, to put things right.

Using Feedback to Improve Our Service

We regularly review complaints and feedback to identify patterns, training needs, and opportunities for improvement. Lessons learned from complaints may lead to changes in our booking processes, staff training, quality checks, or the way we explain cleaning limitations and expectations to customers across our service area.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our business practices or in applicable guidance. The most recent version will apply to all new complaints and will be made available on request.