Carpet Cleaning Swiss Cottage Complaints Procedure
This Complaints Procedure explains how Carpet Cleaning Swiss Cottage manages and resolves concerns about our carpet, upholstery and related cleaning services. Our aim is to provide a clear, fair and timely process so that any problem is dealt with professionally and used to improve our service in the local area.
Our Commitment to You
We take every complaint seriously and treat it as an opportunity to put things right and to review how we work. We are committed to:
Listening carefully to your concerns and understanding what has gone wrong from your point of view.
Responding within reasonable and clearly stated timescales.
Handling complaints courteously, confidentially and without discrimination.
Providing clear explanations and, where appropriate, practical solutions or remedies.
Recording complaints and using them to improve our carpet and upholstery cleaning services.
What This Procedure Covers
This procedure applies to complaints about:
The quality of carpet, rug, upholstery or mattress cleaning work carried out.
The conduct, attitude or behaviour of our cleaning technicians or office staff.
Damage or alleged damage to property during the provision of our services.
Missed, delayed or cancelled appointments relating to our cleaning work.
Communication or administration issues connected with bookings, quotations or invoicing.
This procedure does not cover routine requests for changes to bookings, price enquiries, or general feedback that does not relate to a specific concern or incident.
How to Make a Complaint
You can make a complaint as soon as you become aware of a problem. The sooner you contact us, the easier it is for us to investigate and resolve the issue. You can submit your complaint verbally or in writing using the contact details provided on our main customer communications.
When making a complaint, please provide the following information where possible:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A description of the service you booked, such as carpet cleaning, upholstery cleaning or end of tenancy cleaning.
A clear description of what went wrong and when you noticed the issue.
Any supporting information that may help us understand the situation, such as photos of the affected area or items.
Providing complete information helps us investigate more thoroughly and respond more quickly.
Informal Resolution
Many concerns can be resolved quickly and informally. If you raise an issue with our technician while they are still on site, they will do their best to address it immediately, provided it is safe and practical to do so. If the technician is unable to resolve the issue there and then, they will refer the matter to our office team for review.
If you contact our office with a concern, we will first try to resolve the matter informally. This may include clarifying what to expect from certain stain treatments, arranging a return visit for inspection or additional cleaning, or agreeing another practical solution.
Formal Complaint Process
If your concern cannot be resolved informally, or if you prefer to raise a formal complaint from the outset, we will follow the steps below.
Step 1: Acknowledgement
We will acknowledge receipt of your complaint within a reasonable period of time. Our acknowledgement will confirm that we have received your complaint and will explain the next steps in the process.
Step 2: Investigation
Your complaint will be reviewed by a member of our management or customer care team who was not directly involved in the original service wherever possible. The investigation may include:
Reviewing your booking details, job notes and any relevant photographs.
Speaking with the technician or staff members involved.
Requesting further information or clarification from you if needed.
In some cases we may ask to visit the property to inspect the affected areas in person. This helps us assess the issue accurately and fairly.
Step 3: Response
Once the investigation is complete, we will provide you with a clear written or verbal response. This response will explain:
The outcome of our investigation.
Any factors that contributed to the issue.
Any corrective actions we propose, which may include a re-clean of specific areas, practical advice on further treatment, a goodwill gesture or other appropriate remedy, depending on the circumstances.
We will aim to respond within a reasonable timeframe. If the investigation is likely to take longer, we will inform you and provide an updated timescale.
Escalation Process
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed at a higher level within our company. When asking for an escalation, please explain why you remain dissatisfied and what outcome you are seeking.
The escalated review will consider:
Whether the original investigation followed this procedure.
Whether the decision was fair, reasonable and supported by the information available.
Whether any further action is appropriate in light of your feedback.
After the review, we will confirm our final position on the complaint and explain the reasons for our decision.
Timescales
We aim to manage complaints promptly and fairly. Actual timescales may vary depending on the complexity of the issue, the need for site visits and the availability of relevant information. Where delays occur, we will keep you informed and provide revised timeframes whenever possible.
Fairness and Confidentiality
All complaints are handled with respect and in confidence. Information will be shared only with staff who need it to investigate and resolve your complaint. We will not treat you less favourably because you have made a complaint, and we expect our staff and customers to act with courtesy and respect throughout the process.
Using Complaints to Improve Our Service
We review complaints regularly to identify any recurring issues or areas where we can improve our carpet and upholstery cleaning services. This may lead to additional staff training, updates to our working methods, or changes in how we communicate with customers in our service area.
By following this Complaints Procedure, Carpet Cleaning Swiss Cottage aims to resolve individual concerns fairly while continually improving the service we provide to all customers.
