Complaints Procedure for Carpet Cleaners Canary Wharf

Carpet Cleaners Canary Wharf is committed to providing reliable and professional carpet and upholstery cleaning services across our local service area. We recognise that, on occasion, customers may feel dissatisfied with some aspect of our work or service. This complaints procedure explains how to raise a concern, how we will respond, and the steps we take to achieve a fair and prompt resolution.

Purpose of This Complaints Procedure

The purpose of this procedure is to ensure that all complaints are handled consistently, transparently, and within reasonable timescales. It applies to all customers who have used or booked our cleaning services, including residential and commercial clients. Our goal is to resolve issues at the earliest possible stage and to use feedback to improve our services and customer care.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about any aspect of our cleaning services or customer experience. This may include, but is not limited to:

Poor quality of cleaning results, including carpets, rugs, upholstery, or other treated surfaces.

Damage or perceived damage to property during the course of our work.

Missed, delayed, or rearranged appointments which you believe were not handled appropriately.

Conduct, attitude, or professionalism of our cleaning operatives or office staff.

Concerns about the way your booking, payment, or aftercare was managed.

We encourage you to raise any concerns as soon as possible so that we can investigate while the details are still clear and, where relevant, conditions at the property are unchanged.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will accept verbal complaints, we recommend that you submit your complaint in writing where possible, as this allows us to maintain a clear record of the issues raised. When making a complaint, please provide:

Your full name and the address where the cleaning service took place.

The date of the service and the time, if known.

A clear description of the problem, including which areas or items are affected.

Any photographs or evidence that may help us understand the issue.

Details of any discussions already held with our staff about the matter.

What outcome you would consider to be a reasonable resolution, where applicable.

Timescales for Raising a Complaint

To enable a fair and accurate investigation, we ask that you raise any concerns as soon as reasonably possible after the service has taken place. For issues relating to cleaning quality, we may not be able to properly assess or correct matters that are reported long after the visit, especially where further cleaning, heavy use, or other factors may have altered the original condition of the area or item.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint within a reasonable period of time. Where the complaint is made in writing, acknowledgement will generally follow using the same method of communication.

Initial Assessment: We will review the information you have provided and may contact you to clarify any details, request photos, or arrange a convenient time to visit the property if a site inspection is appropriate.

Investigation: An appropriate member of our team will investigate the matter. This may involve speaking to the cleaning operatives involved, reviewing booking and job notes, and assessing any photographic evidence.

Outcome and Response: After completing our investigation, we will provide you with a clear response explaining our findings and any action we propose to take. We aim to respond fully within a reasonable timeframe, depending on the complexity of the complaint and the need for any inspections.

Possible Resolutions

Where your complaint is upheld in full or in part, we will seek to offer a fair and proportionate resolution. Depending on the circumstances, this may include:

Arranging a re-clean of the affected area or item, at no additional cost, where this is practical and appropriate.

Offering a partial or full refund, where justified and in line with our terms and conditions.

Providing an explanation, guidance on aftercare, or other non-financial remedies where suitable.

Updating our internal processes, staff training, or service standards to help prevent similar issues in the future.

Where a complaint is not upheld, we will explain our reasons and the evidence on which we have based our decision.

Escalating Your Complaint

If you are not satisfied with the initial response or proposed resolution, you may ask for your complaint to be reviewed by a more senior member of our team. When requesting an escalation, please explain why you disagree with the outcome and provide any additional information you feel is relevant. We will then reassess your complaint and issue a further response. This internal review is our final stage of the complaints process.

Your Responsibilities as a Customer

We ask that customers:

Provide accurate and complete information when making a complaint.

Allow us reasonable access to the property to inspect and address any issues, where this is needed.

Treat our staff with courtesy and respect throughout the process.

Follow any reasonable guidance we provide on aftercare or interim measures while an investigation is ongoing.

Our Commitment to Continuous Improvement

Carpet Cleaners Canary Wharf values all customer feedback, both positive and negative. Complaints help us identify areas where we can improve our carpet and upholstery cleaning services, our booking procedures, and our communication with clients throughout the local area. We regularly review complaints data to identify recurring themes and to refine our training and quality control processes.

By following this complaints procedure, we aim to resolve issues promptly, fairly, and professionally, helping to maintain long-term trust and confidence in our services.