Complaints Procedure for Carpet Cleaners Camden

Carpet Cleaners Camden is committed to providing professional and reliable carpet, rug, upholstery and related cleaning services to customers in our service area. We recognise that sometimes things may not go as planned, and we welcome feedback so we can put matters right and continually improve our standards. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome.

Our Commitment to You

We aim to resolve all complaints promptly, fairly and consistently. Every complaint is treated seriously and is used as an opportunity to review our processes, staff training and quality controls. We will always strive to:

Listen carefully to your concerns and understand the issues you have experienced with our cleaning service.

Deal with your complaint politely, confidentially and without unnecessary delay.

Investigate matters thoroughly, considering all available information from you, our staff and any relevant records.

Offer a clear explanation and, where appropriate, a reasonable remedy.

Use the outcome of your complaint to improve our cleaning services and customer care.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our carpet, upholstery or related cleaning services, whether made verbally or in writing, where you are seeking a response or resolution. This may include, but is not limited to:

Concerns about the quality or effectiveness of cleaning work carried out.

Damage or suspected damage to property or items during cleaning.

Missed or late appointments without adequate notice.

Conduct, attitude or professionalism of our cleaning technicians.

Issues with pricing, invoices or the way a service has been described.

If you are unsure whether your concern is a complaint, please raise it with us and we will guide you through the process.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may contact us by phone, in writing or by using any existing communication channel you already use with Carpet Cleaners Camden. When submitting your complaint, please provide as much detail as possible, including:

Your full name and contact details.

The address where the cleaning service took place.

The date and approximate time of the appointment.

A clear description of the issue and how it has affected you.

Any photographs, notes, or other supporting information that may help our investigation.

The outcome you are seeking, for example a re-clean, explanation, or another form of resolution.

Providing complete information at the start helps us to review and address your complaint more efficiently.

Timescales for Acknowledgement and Response

We aim to acknowledge receipt of your complaint as soon as reasonably possible after you contact us. Once your complaint has been acknowledged, we will begin our investigation. We aim to provide a full response within a reasonable timeframe, depending on the complexity of the issues raised and the need to speak with technicians or inspect the work.

If for any reason our investigation takes longer than anticipated, we will keep you updated and let you know when you can expect a further response. Our goal is always to resolve matters without unnecessary delay while ensuring a thorough and fair review.

How We Investigate Your Complaint

When we receive a complaint, we will allocate it to an appropriate member of our team to review. The investigation may include:

Examining booking records, job notes and any relevant invoices.

Speaking with the cleaning technicians involved in the service.

Reviewing any photographs, videos or written evidence supplied by you.

Arranging, where appropriate, an inspection of the cleaning results or any reported damage.

Considering whether our policies, training or procedures were correctly followed.

Once the investigation is complete, we will provide you with a clear explanation of our findings and any actions we propose to take.

Possible Outcomes and Remedies

Where we identify that our service has fallen below the standard you are entitled to expect, we will seek to offer a fair and reasonable remedy. Depending on the circumstances, this may include one or more of the following:

Offering a re-clean of the affected area, where this is practical and appropriate.

Providing a partial or full refund for the service, in line with our terms and conditions.

Offering an alternative or additional service to address the issue.

Providing guidance on aftercare or maintenance where this may help to resolve or mitigate the problem.

Taking internal actions, such as additional staff training, changes to procedures or enhanced quality checks, to prevent similar issues in future.

If, after our investigation, we do not uphold your complaint, we will explain our reasoning clearly and provide you with the information we used to reach our decision.

Escalating Your Complaint

If you are not satisfied with the response you receive at the initial stage, you may request that your complaint be reviewed by a more senior member of our team. When escalating your complaint, please set out why you remain dissatisfied and what you would like us to reconsider. The senior reviewer will look again at all the information, and may request further details from you or from our staff. You will then receive a final response explaining the outcome of this review.

Your Responsibilities

We ask that you raise any concerns as soon as possible after the cleaning service, so we have a fair opportunity to investigate and put things right. Please retain any relevant documents, such as booking confirmations or invoices, and allow us reasonable access to the property or items if an inspection or re-clean is required. We also request that all communication remains respectful and constructive, so that we can focus on reaching a positive resolution.

Continuous Improvement

Every complaint, whether upheld or not, helps us understand how our cleaning services are experienced by customers in our service area. We regularly review complaints data to identify trends and areas for improvement. This may lead to updates in staff training, improvements to our cleaning methods and equipment, or changes to our customer service procedures. By following this complaints procedure, Carpet Cleaners Camden aims to provide a transparent, fair and reliable process for resolving issues and maintaining high standards of service.