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Complaints Procedure for Carpet Cleaning Shepherd's Bush Customers
This Complaints Procedure explains how Carpet Cleaning Shepherd's Bush manages, records, and resolves complaints about our carpet, rug, upholstery, and related cleaning services. Our aim is to respond to all concerns promptly, fairly, and consistently, while using feedback to improve our services across our local service area.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and transparent process for customers who wish to raise a concern or complaint. It sets out what you can expect from us when you contact us with a problem, and how we will work with you to reach a fair outcome.
This procedure is intended for domestic and commercial customers who have used our carpet cleaning and associated services and believe that we have not met the standard reasonably expected of a professional cleaning company.
What is a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Carpet Cleaning Shepherd's Bush, whether justified or not, where you would like a response or resolution.
Examples of complaints may include:
Concerns about the quality or effectiveness of the carpet or upholstery cleaning work carried out. Allegations that our technicians did not follow agreed instructions or industry-standard practices. Concerns about punctuality, conduct, or professionalism of staff. Issues with scheduling, access, or the way a booking or payment was handled. Concerns that damage may have been caused to carpets, rugs, upholstery, flooring, or other items during the service.
General feedback, suggestions, or routine queries that do not require a formal investigation will normally be handled through our standard customer service channels rather than this formal procedure.
How to Make a Complaint
You can make a complaint verbally or in writing. To help us investigate and resolve your complaint efficiently, please provide as much detail as possible, including:
Your full name and preferred method of contact. The address where the service took place. The date and approximate time of the cleaning visit. A clear description of the problem or concern. Any supporting information, such as photographs of the affected area or items, if applicable.
If your complaint relates to the condition of carpets or upholstery after cleaning, we ask that you report it as soon as reasonably possible so we can accurately assess the situation.
Our Complaints Process
1. Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable time frame. Where possible, straightforward issues may be resolved immediately or within a short period through discussion with you.
2. Assessment and Investigation
Your complaint will be reviewed by a member of our management or customer care team. We may:
Review your booking details and job notes. Speak to the technician or team who attended the property. Consider any photographs or evidence you provide. Request additional information or clarification from you, if needed. Arrange a follow-up visit to inspect the carpets, upholstery, or affected areas, where appropriate.
3. Timeframe for Response
We aim to provide a full response within a reasonable period after acknowledging your complaint, depending on the complexity of the issue. If the investigation is likely to take longer, we will inform you and keep you updated on progress.
4. Outcome and Resolution
After we have investigated your complaint, we will explain our findings and any actions we propose to take. These may include, where appropriate:
Providing further cleaning or remedial work. Offering practical advice on aftercare and maintenance. Issuing a partial or full refund, where justified. Explaining why we are unable to uphold the complaint, if the evidence does not support it.
Any resolution we offer will take into account the circumstances of the case, the condition and age of the items cleaned, and the terms agreed at the time of booking.
Customer Responsibilities
To help us handle your complaint fairly and effectively, we ask that you:
Provide accurate and complete information when you raise a concern. Allow reasonable access for inspection or remedial work, where this has been agreed. Follow any aftercare advice we have provided, particularly regarding drying times, ventilation, and use of treated areas. Refrain from further third-party work on the affected carpets or upholstery before we have had a fair opportunity to inspect and respond, as this may affect our ability to investigate.
Escalating a Complaint
If you are not satisfied with the outcome at the initial stage, you may request that your complaint be reviewed by a senior member of our team. When doing so, please explain why you remain unhappy and what further resolution you are seeking.
The senior review will consider the original investigation, any new information you provide, and whether our response was reasonable and in line with this procedure. We will then provide you with a final response.
Complaints Involving Alleged Damage
If you believe that our work has caused damage to carpets, rugs, upholstery, flooring, or other items, please notify us as soon as possible and avoid attempting repairs before we have assessed the situation. We may ask to visit the property, review any guarantees or existing conditions, and take photographs for our records.
Many soft furnishings and floor coverings are subject to wear, age, previous staining, and historic damage, all of which can influence how they respond to cleaning. Our assessment will take these factors into account when determining whether any damage is attributable to our service.
Recording and Using Complaints
All formal complaints are logged and recorded. We regularly review complaint records to identify patterns, training needs, and opportunities to improve our carpet and upholstery cleaning processes and customer service across the area we serve.
Confidentiality and Data Protection
Information provided as part of a complaint will be treated sensitively and used only for the purposes of handling and investigating your concern, training, and improving our services. Personal details will be handled in line with our approach to privacy and applicable data protection requirements.
Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers of Carpet Cleaning Shepherd's Bush. We may update it from time to time to reflect changes in our services, internal processes, or legal requirements. The version published on our website is the applicable version.
