Complaints Procedure for Carpet Cleaners E11

This Complaints Procedure explains how customers of our carpet cleaning services in the E11 area can raise concerns and how we will respond. Our aim is to resolve any issues quickly, fairly, and in a way that maintains confidence in our services.

Our Commitment to Handling Complaints

We take all complaints seriously and view them as an opportunity to improve. We are committed to:

Listening to your feedback and treating you with respect at all times.

Investigating complaints thoroughly and impartially.

Providing a clear and timely response, including any proposed solutions.

Using the outcome of complaints to review and improve our carpet cleaning processes in E11 and surrounding areas.

What Is a Complaint

A complaint is any expression of dissatisfaction about our carpet, upholstery, or rug cleaning services, whether justified or not. This may relate to:

The quality or results of the cleaning service.

The conduct, attitude, or appearance of our technicians.

Appointments, timekeeping, or service availability.

Pricing, quotations, or charges for services provided.

Health and safety issues, or how we have handled your property.

Who Can Make a Complaint

Complaints can be made by domestic or commercial customers who have used our cleaning services, or by someone acting on their behalf with permission. We accept complaints from tenants, homeowners, landlords, businesses, and property managers in the E11 area and beyond.

How to Make a Complaint

You may raise a complaint using any of the following methods:

Verbally, to a technician while they are on site, or by speaking to our office team.

In writing, by sending a letter to our registered business address.

Online, by using any enquiry or contact form we provide on our website.

When making a complaint, please give as much detail as possible, including:

Your full name and the service address.

The date of the service and the type of cleaning carried out.

A clear description of what went wrong and what outcome you are seeking.

Any photos or supporting information that may help us understand the issue.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any concerns about our carpet cleaning services as soon as possible. Where the complaint relates to the quality of the clean, we recommend you contact us within 48 hours of the work being completed. Complaints made later than this will still be considered, but it may be more difficult for us to assess the condition of the cleaned areas accurately.

Complaint Handling Stages

We follow a clear, step-by-step process for every complaint.

Stage One: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Where possible, simple issues may be resolved immediately by the person you first speak to. If the matter requires further investigation, it will be referred to a manager or senior team member.

Stage Two: Investigation

A manager or designated staff member will review your complaint. This may include:

Checking job sheets, booking records, and any relevant notes.

Speaking with the technician or team who attended your property.

Requesting further information or photographs from you if necessary.

Arranging a follow-up visit to inspect the areas of concern, where appropriate.

Stage Three: Response and Resolution

After the investigation, we will provide a clear response setting out:

Our understanding of the complaint.

Our findings following the investigation.

Any proposed actions to put things right, if we find the complaint justified.

Possible resolutions may include a re-clean of affected areas, a partial or full refund, or another mutually agreed remedy, depending on the circumstances and in line with our terms and conditions.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage Three, you may ask for your complaint to be reviewed by a more senior manager. In this review, we will:

Re-examine the details of your original complaint and our previous response.

Consider any additional information you wish to provide.

Confirm whether the original decision should stand or whether a different resolution is appropriate.

Fairness, Confidentiality, and Data Protection

All complaints are handled confidentially and in accordance with data protection requirements. We only share information internally with staff who need it to investigate and respond. We will treat all parties involved fairly and without discrimination.

Customer Responsibilities

For our Complaints Procedure to work effectively, we ask that you:

Provide accurate and complete information when raising a complaint.

Allow us reasonable time and access to review and, where appropriate, remedy the issue.

Communicate with our staff respectfully and in good faith.

Using Complaints to Improve Our Service

We regularly review complaints relating to our carpet cleaning services in E11 to identify patterns, training needs, or changes required in our working methods. This helps us to improve customer satisfaction and maintain consistently high standards across all appointments.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. Updates may be made to reflect changes in legislation, industry standards, or our internal processes.

By using our services, you agree that any concerns will be raised through this procedure, giving us a fair opportunity to address and resolve them.