Complaints Procedure for Carpet Cleaners Battersea

Carpet Cleaners Battersea is committed to delivering reliable and professional cleaning services. We aim to provide every client with a positive experience, but we recognise that on rare occasions you may feel dissatisfied. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair, and accessible method for clients to report problems related to our carpet, upholstery, and related cleaning services. It is designed to ensure:

That any complaint is taken seriously and recorded properly.

That we investigate issues promptly and impartially.

That we provide clear communication, outcomes, and where appropriate, remedies.

This procedure applies to all clients using our cleaning services in our operating area and covers both one-off and regular bookings.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, pricing clarity, or the way we have handled a previous enquiry or issue. Examples include:

Concerns about the quality or standard of cleaning.

Damage allegedly caused during a visit.

Missed or late appointments without adequate notice.

Perceived unprofessional behaviour or communication.

Disagreement with how a previous complaint was handled.

We encourage you to raise concerns as soon as possible so they can be addressed quickly and effectively.

How to Make a Complaint

You may submit a complaint in writing or verbally. Written complaints are preferred where possible, as they help us keep clear records and ensure nothing is missed. When submitting a complaint, please provide:

Your full name and, where relevant, the property address where the service took place.

The date and approximate time of the cleaning appointment.

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

Any photographs, notes, or other information that may help us understand the issue.

How you would ideally like us to resolve the problem.

We recommend contacting us within 48 hours of the service taking place, particularly where the concern relates to cleaning quality or potential damage, so we can carry out a fair and accurate assessment.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we have received your concern and provide an indication of the next steps and expected timescales for a full response.

Stage 2: Investigation

A member of our management team will review your complaint in detail. The investigation may include:

Discussing the matter with the cleaning operative or team who attended your property.

Reviewing job notes, booking information, and any relevant internal records.

Assessing any photos, videos, or documents you have provided.

In some cases, arranging a follow-up visit to inspect the property where appropriate and feasible.

We aim to complete investigations within a reasonable period, taking into account the complexity of the case and the information required.

Stage 3: Response and Outcome

Once the investigation is complete, we will contact you with a clear response. This will normally include:

A summary of the issue as we understand it.

Details of the steps taken to investigate your complaint.

Our findings and decision.

Any proposed resolution, which may include a re-clean of affected areas, a partial refund, a goodwill gesture, or an explanation where we do not uphold the complaint.

Our goal is to resolve complaints fairly and transparently, and to explain the reasons behind any decisions made.

Stage 4: Escalation

If you are not satisfied with the outcome at Stage 3, you may request that your complaint be escalated for further review by a senior member of our team. At this stage, we will:

Reassess the information and evidence previously gathered.

Consider any new information you wish to provide.

Provide a final written or verbal response setting out our position.

The decision at this stage will normally be our final internal decision on the matter.

Time Limits and Reasonableness

We ask that complaints be raised within a reasonable timeframe from the date of the service. This helps ensure we can investigate effectively and fairly. Issues such as staining, wear, or damage that arise a long time after our visit may be more difficult to link to our work, and this may affect the outcome of the complaint.

Our Commitment to Fairness and Confidentiality

All complaints are handled in a professional and respectful manner. We will treat you courteously at all times and expect the same from clients when communicating with our team.

Information you provide as part of a complaint will be kept confidential and only shared internally with those who need it to investigate and resolve the issue. We will handle personal information in line with our data protection practices.

Using Complaints to Improve Our Services

We view feedback and complaints as an important opportunity to improve. Where a complaint highlights a problem with our processes, training, or communication, we will consider appropriate changes. This may include additional staff training, updates to checklists, or adjustments to how we plan and manage appointments across our service area.

Alternative Remedies

This Complaints Procedure does not affect your legal rights. You remain free to seek independent advice or pursue other remedies where applicable. We encourage you to allow us the opportunity to resolve the matter internally first, as many issues can be settled quickly and amicably when raised directly with us.

Review of This Procedure

Carpet Cleaners Battersea may review and update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice in customer care. The most current version will apply to any complaint made.

By setting out a clear process, we aim to ensure that every client knows how to raise a concern and what to expect from us. We appreciate all feedback and remain committed to improving the quality and reliability of our cleaning services.