Complaints Procedure for Carpet Cleaners W2 Clients

This Complaints Procedure explains how Carpet Cleaners W2 receives, records, investigates and resolves complaints about our carpet, upholstery and other cleaning services. Our aim is to deal with any concerns quickly, fairly and consistently, and to use all feedback to improve the quality and reliability of our work.

1. Purpose and scope of this complaints procedure

This procedure applies to all customers who use Carpet Cleaners W2 for domestic or commercial cleaning services. It covers complaints about the standard of our cleaning, the conduct of our staff or contractors, scheduling and access issues, invoicing disputes, and any other aspect of the service we provide.

We treat every complaint as an opportunity to put things right and to reduce the likelihood of similar issues happening again. All complaints will be handled with respect, professionalism and, where appropriate, confidentiality.

2. What we consider a complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where a customer wishes us to review and, if necessary, rectify an aspect of our service. This may include, but is not limited to:

Poor cleaning results on carpets, rugs, upholstery or hard floors.

Damage allegedly caused during a cleaning visit.

Missed or significantly delayed appointments.

Unsatisfactory behaviour, attitude or appearance of cleaners.

Errors in pricing, invoicing or agreed work specification.

Concerns about health and safety practices on site.

We encourage customers to raise concerns as early as possible so we can address them promptly.

3. How to make a complaint

Customers can make a complaint in the following ways:

Speaking to a member of our team during or immediately after the service visit.

Contacting our office in writing, providing a clear description of the issue.

When submitting a complaint, please include:

Your full name and the service address.

The date and approximate time of the service.

A description of the work booked and the problem experienced.

Any relevant photographs or supporting details, such as item descriptions or areas affected.

This information helps us investigate efficiently and provide a clear response.

4. Acknowledgement of your complaint

Once we receive your complaint, we will:

Log the complaint in our internal system, including the date, time and nature of the issue.

Acknowledge receipt within a reasonable period, normally within two working days.

Provide you with the name or role of the person responsible for handling your complaint and an estimated timescale for our initial findings.

If further information is needed to understand the situation fully, we may contact you to clarify the details before we proceed.

5. Investigation process

We will investigate your complaint thoroughly and impartially. This may involve:

Reviewing the booking details, job notes and any relevant risk assessments.

Speaking with the cleaning operatives or supervisors who attended the property.

Assessing photographs, written descriptions or other evidence provided.

In some cases, arranging a follow-up visit to inspect the carpets, upholstery or other areas of concern.

Our aim is to complete the investigation within a reasonable timeframe, depending on the complexity of the matter and the availability of the parties involved.

6. Our response and possible outcomes

After we have investigated your complaint, we will explain our findings and any next steps. Possible outcomes may include:

A clear explanation or clarification where there has been a misunderstanding.

A return visit to re-clean specific areas that did not meet the agreed standard.

Recommendation for alternative treatment where stains or damage are permanent or pre-existing.

An apology and, where appropriate, a partial or full refund for the affected service.

Internal action such as additional staff training, process changes or closer supervision of certain types of work.

Where compensation is considered, it will be assessed in line with our terms and conditions and with reference to the evidence available.

7. Escalating a complaint

If you are not satisfied with the outcome of the initial investigation, you may request that your complaint is reviewed at a higher level within Carpet Cleaners W2.

In your escalation request, please set out why you are unhappy with the proposed resolution and what outcome you are seeking. The escalated review will be handled by a more senior member of our team who was not directly involved in the first investigation, wherever practical.

We will reassess the information, consider any new evidence and provide a final response explaining our decision and the reasons for it.

8. Time limits for making a complaint

To help us investigate effectively, we ask that complaints are made as soon as possible and ideally within 7 days of the service date. Issues reported long after the visit may be more difficult to verify, particularly where carpets and furnishings have been used, cleaned again or moved.

While we will always consider the circumstances, delays in reporting may limit the options available for practical remedies.

9. Your responsibilities as a customer

To support a fair and efficient complaints process, we ask customers to:

Provide accurate and complete information when raising concerns.

Allow us reasonable access to the property to inspect and, where appropriate, correct any issues.

Retain any relevant receipts, item descriptions or manufacturer care guides for carpets and fabrics where damage is alleged.

Treat our staff with respect at all times, recognising that investigations must be based on evidence and available information.

10. Data protection and confidentiality

All complaints are handled in accordance with our data protection responsibilities. Information you provide will be used only for managing your complaint, improving our services and meeting any legal or regulatory requirements. We will not share your personal details with third parties except where required by law or where it is necessary to manage the complaint, such as with insurers or specialist suppliers.

11. Continuous improvement and review

Feedback and complaints are reviewed regularly to identify trends, training needs and opportunities to refine our cleaning methods, equipment choices and customer service procedures. Carpet Cleaners W2 is committed to maintaining high standards across our service area, and this Complaints Procedure is reviewed periodically to ensure it remains clear, effective and fair to our customers and our team.