Complaints Procedure for Carpet Cleaning Hammersmith Customers

This complaints procedure explains how customers of Carpet Cleaning Hammersmith can raise concerns about our carpet, rug, upholstery, or related cleaning services, and how we will respond. Our aim is to resolve any dissatisfaction quickly, fairly, and transparently.

1. Purpose and Scope of This Procedure

This procedure applies to all customers who have used our cleaning services for residential or commercial properties. It covers complaints about the standard of cleaning, conduct or behaviour of staff, adherence to agreed appointment times, and how our services were managed before, during, or after a visit.

This procedure does not limit any legal rights you may have. It is designed to give you a clear route to raise issues and to make sure we treat every complaint consistently and with respect.

2. Our Commitment to Handling Complaints

Carpet Cleaning Hammersmith is committed to:

Responding to complaints in a timely manner.

Listening carefully and treating every concern seriously.

Investigating matters impartially and based on the available evidence.

Keeping you informed throughout the process.

Using feedback to improve our services and staff training where relevant.

3. Informal Resolution in the First Instance

If you are unhappy with any aspect of our carpet or upholstery cleaning service, we encourage you to raise the issue as soon as you become aware of it. In many cases, issues can be resolved quickly and informally.

You may speak to the cleaning technician on site at the time of service, if appropriate and safe to do so, or contact our customer care team as soon as possible after the visit. Please do this within a reasonable time, ideally within 48 hours of the service, so we can assess the situation while details are still fresh and any results are clearly visible.

4. Making a Formal Complaint

If your concern is not resolved informally, or if you prefer not to discuss it informally, you may make a formal complaint. To help us understand and investigate your issue thoroughly, please provide the following information when you submit your complaint:

Your full name and preferred method of contact.

The service address and date of the cleaning visit.

A clear description of what went wrong and why you are dissatisfied.

Any relevant information such as room types, areas affected, or particular items involved.

Details of any conversations already held with our staff about the issue.

Where possible, any supporting information, such as photos of the affected areas.

We recommend submitting your complaint in writing so that there is a clear record of your concerns. This helps us to ensure nothing is misunderstood.

5. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time frame. We will confirm that we have received your complaint and outline the next steps in the process. If we require any further information in order to investigate properly, we will ask for it at this stage.

6. Investigation Process

We will investigate your complaint thoroughly and fairly. Depending on the nature of the complaint, this may include:

Reviewing booking details and service records for your appointment.

Speaking with the cleaning technicians or staff members involved.

Examining any photographs, notes, or other evidence you have provided.

Considering our internal policies and procedures relevant to your complaint.

Where it is helpful and practical, we may request to revisit the property to inspect the areas of concern. Any such visit will be arranged at a mutually convenient time.

7. Timeframes for Response

We aim to complete our investigation and issue a formal response within a reasonable period from acknowledging your complaint. If the matter is complex and requires more time, we will keep you informed, explain the reasons for any delay, and provide an updated timescale for our response.

8. Outcome and Resolution

At the conclusion of our investigation, we will provide you with a clear written outcome. This outcome will normally include:

A summary of your complaint.

An outline of the steps we took to investigate the matter.

Our findings based on the information available.

Any actions we propose to take to put things right, if appropriate.

Possible resolutions may include, where appropriate and at our discretion, a re-clean of specific areas, a partial or full refund, staff training or guidance, or other practical steps to address the issue. Any resolution will take into account the circumstances of the case and our terms and conditions of service.

9. If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that the decision be reviewed. In such cases, your complaint and all relevant information will be reconsidered by a senior member of our management team who was not directly involved in the original investigation.

Following this review, we will confirm our final position to you. This internal review is intended to ensure that your concerns have been given full and fair consideration at a senior level.

10. Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any regulatory or legal obligations. We will manage your personal data in accordance with applicable data protection requirements.

11. Continuous Improvement

Carpet Cleaning Hammersmith uses feedback from complaints to review and improve our working practices. We may use anonymised information from complaints to help train our teams, refine our cleaning methods for carpets, rugs, and upholstery, and enhance the overall customer experience within our service areas.

We appreciate the time customers take to tell us when our service has not met expectations. It gives us an important opportunity to put things right and to prevent similar issues from occurring in the future.