Complaints Procedure for Carpet Cleaners EC2
Carpet Cleaners EC2 is committed to delivering reliable, high quality carpet, rug and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our service, how we will respond, and what you can expect from us throughout the process.
Our Commitment to Customers
We aim to resolve all complaints promptly, fairly and consistently. We use feedback to improve our services, staff training and customer care across our cleaning appointments. Every complaint is taken seriously and handled confidentially, with respect for all parties involved.
What This Procedure Covers
This complaints procedure applies to all domestic and commercial customers who have used Carpet Cleaners EC2 for carpet, rug, upholstery or related cleaning services. It covers concerns about:
Quality of cleaning work carried out on your premises, conduct or behaviour of our cleaning operatives, adherence to agreed arrival windows and appointment times, communication before, during or after a booking, damage alleged to have been caused during a visit, and the way any previous complaint has been handled.
This procedure does not cover issues outside our reasonable control, such as building defects, pre-existing damage, or problems arising from failure to follow our aftercare advice.
How to Make a Complaint
You can raise a complaint as soon as you become aware of an issue with your carpet or upholstery cleaning service. The sooner you contact us, the easier it is for us to investigate and put things right where possible.
When making a complaint, please provide as much detail as you can, including your full name, service address, date and approximate time of the cleaning visit, a clear description of the problem, and any relevant photographs or supporting information you wish to share. This helps us investigate efficiently and understand your expectations regarding resolution.
Time Limits for Raising Concerns
We ask that you raise any complaints about the quality of work within a reasonable time of the service being completed. For most carpet and upholstery cleaning, this means as soon as you notice an issue, and generally no later than seven days after the visit. For concerns about damage, you should notify us as soon as possible on the same day or as soon as you become aware of the problem.
How We Will Respond
Once we receive your complaint, we will log it in our internal records and begin an initial review. Our complaints handling process has the following stages:
First response: We will acknowledge your complaint and confirm that it has been received. During this stage, we may request further information or clarification so that we fully understand the situation.
Investigation: A senior member of our team will objectively review your complaint. This may involve speaking to the operatives who attended your property, checking booking notes and cleaning reports, and reviewing any photos or evidence provided.
Outcome: Once the investigation is complete, we will contact you with our findings. We will explain what we have concluded, any steps we have already taken, and any proposals we have for resolving the matter.
Possible Resolutions
Where a complaint is upheld, we will aim to offer a fair and proportionate remedy. Depending on the nature of the issue, this may include:
Arranging a re-clean of affected areas where feasible, providing practical aftercare guidance for carpets or upholstery, offering a partial or full refund where appropriate, and improving internal procedures, staff training or quality checks to help prevent similar issues in future.
Where a complaint is not upheld, we will explain our reasons and the evidence we have relied upon in reaching that conclusion.
Your Responsibilities
To help us manage complaints effectively, we ask that you:
Provide accurate and complete information about the service and your concerns, allow us reasonable access to the property if an inspection or re-clean is agreed, follow our safety and aftercare instructions for carpets and furnishings, and treat our staff with courtesy during all communications.
We understand that problems can be stressful, and we will always aim to speak with you calmly and professionally. In return, we ask for the same from customers.
Escalating a Complaint
If you are not satisfied with the outcome of your complaint or the way it has been handled at the first stage, you may request that it be reviewed by a more senior manager. You should set out why you remain unhappy and what further resolution you are seeking. We will then review the case again, considering any additional information you provide, and issue a final response.
Confidentiality and Data Protection
All complaints will be handled in confidence. Details will only be shared internally with those who need to know in order to investigate and resolve the issue. Any personal information you provide as part of your complaint will be processed in line with our data protection obligations and used only for managing your complaint and improving our services.
Using Feedback to Improve Our Services
We review complaint records regularly to identify patterns, recurring issues and opportunities to enhance our carpet and upholstery cleaning processes. This may include updating staff training, refining our booking procedures, or adjusting our cleaning methods and products to improve outcomes for customers in our service areas.
Changes to This Procedure
Carpet Cleaners EC2 may update this complaints procedure from time to time to reflect changes in our services or internal processes. The version published on this page will always be the most current description of how we handle complaints and customer feedback.
By clearly setting out how concerns are managed, we aim to give you confidence when choosing Carpet Cleaners EC2 for your carpet and upholstery cleaning needs.
