Complaints Procedure for Carpet Cleaning EC2
This complaints procedure explains how you can raise a concern about any aspect of our carpet cleaning services in the EC2 area, how we will respond, and the steps we will take to reach a fair resolution. Our aim is to handle all complaints promptly, professionally, and consistently, while using your feedback to improve our services.
Our Commitment to You
We are committed to providing reliable, high quality carpet and upholstery cleaning for customers in EC2 and surrounding areas. If you feel we have not met your expectations, we want to know. We view complaints as an opportunity to review our work, correct mistakes, and ensure they do not happen again.
All complaints are treated seriously, whether they relate to the standard of cleaning, customer service, punctuality, conduct of staff, pricing, or any other part of our service.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our carpet, rug, upholstery, or hard floor cleaning services that requires a response. This may include, for example:
Poor cleaning results or areas missed during the work.
Damage to property or items during a visit.
Staff behaviour, attitude, or professionalism.
Delays, cancellations, or failure to attend an appointment.
Disagreement about pricing, estimates, or invoices.
If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately.
How to Make a Complaint
You can make a complaint in the way that is most convenient for you. You may raise it verbally during or after a visit, or submit it in writing. We recommend that you provide the following information to help us investigate properly:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A clear description of what went wrong and how it has affected you.
Any relevant photographs or evidence, especially where you believe damage has occurred.
What you would like us to do to put things right, where this is clear to you.
We encourage you to bring any concerns to our attention as soon as possible, ideally within 48 hours of the cleaning appointment. This helps us to assess the situation accurately and act quickly.
Initial Response and Acknowledgement
We aim to acknowledge all complaints as soon as reasonably possible. Where you raise a concern in person or by phone, we will try to resolve it immediately. When a complaint is made in writing, we will confirm that we have received it and explain what will happen next.
In most cases, we will ask any staff involved for their account of events, review any notes from the booking, and assess photographs or other evidence you provide. If necessary, we may suggest a return visit to inspect the work or the area of concern.
Investigation and Timescales
Our goal is to complete our investigation and provide a clear response within a reasonable timeframe. The exact time required will depend on the nature and complexity of the complaint. Simple issues may be resolved the same day, while more detailed investigations may take longer.
During the investigation, we may:
Review job records and instructions taken at the time of booking.
Speak with the technician or team who attended the property.
Request additional information or photographs from you.
Arrange a follow-up visit to assess the situation on site.
We will keep you informed if there are any significant delays in the investigation and will explain the reasons for them.
Outcome and Resolution
Once our investigation is complete, we will explain our findings to you and propose a resolution. Depending on the circumstances, this may include one or more of the following:
Offering a re-clean of all or part of the area.
Providing a partial or full refund, where appropriate.
Offering an alternative remedy that is reasonable in the circumstances.
Explaining why we believe our service was delivered as agreed, if this is the case.
Our aim is always to be fair, transparent, and proportionate in how we resolve complaints. Where we agree that we have fallen short of our standards, we will take prompt action and review our internal processes to prevent a recurrence.
Escalating Your Complaint
If you are not satisfied with the initial response or proposed resolution, you may ask for the complaint to be reviewed at a higher level. In this case, your complaint will be reconsidered by a senior member of our team who was not directly involved in the original investigation.
During escalation, we will review the information already gathered, consider any additional points you wish to raise, and check that our procedure has been followed correctly. We will then write to you with a final decision and our reasons.
Limitations and Fair Use
While we strive to resolve all complaints fairly, there may be circumstances where we cannot meet your requested outcome. For example, if damage results from pre-existing wear, incorrect installation, or issues outside our control, we may not accept liability. Similarly, if more than a reasonable amount of time has passed since the service, it may not be possible to investigate properly.
We may decline to consider complaints that are vexatious, abusive, or repeated without new information. However, we will always explain our position and the reasons behind any decision we make.
Using Feedback to Improve Our Service
Every complaint, whether upheld or not, is recorded and reviewed. We regularly analyse complaint data from our carpet and upholstery cleaning work across EC2 to identify patterns, training needs, and opportunities to improve our service, communication, and booking processes.
By following this complaints procedure, we aim to provide clear, consistent, and fair handling of any concerns you may have, and to maintain the standards you expect from a professional carpet cleaning company.
