Complaints Procedure
Carpet Cleaners Surrey Complaints Procedure
Carpet Cleaners Surrey is committed to providing a reliable and professional cleaning service for homes and businesses. We recognise that on occasion things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we work to resolve issues fairly and promptly.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, accessible process for customers who wish to complain about any aspect of our carpet, rug, upholstery, or related cleaning services. It covers scheduled appointments, quality of work, staff conduct, communication, billing issues, and post-cleaning concerns such as stains reappearing or areas being missed.
We aim to treat every complaint seriously, with courtesy and respect, and to use feedback to continually raise our standards across our service area.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about our services or the way they have been delivered. This can include, but is not limited to:
Concerns about the quality or effectiveness of the cleaning work carried out. Issues with punctuality, missed appointments, or late arrivals. Concerns about the behaviour, attitude, or professionalism of our technicians. Disputes about pricing, quotes, or the final invoice. Problems arising after the service, such as damage, shrinkage, or rapid re-soiling. Concerns about how a previous complaint was handled.
We encourage you to raise any concerns as soon as possible so that we can investigate and resolve them while details are still clear and, where relevant, while the property or items are in a similar condition.
How to Make a Complaint
You can make a complaint in the way that is most convenient for you. We accept complaints made verbally, in writing, or through our online contact channels.
When raising a complaint, please provide as much detail as you can, including the date of the service, the address where the work was carried out, a description of the issue, and what outcome you would consider fair and reasonable. If available, photographs can also be helpful in understanding the problem, particularly where you feel there has been damage or unsatisfactory results.
We will never ignore a complaint made in good faith and will always treat you with respect, regardless of the nature of your concern.
Our Complaints Handling Process
Once we receive your complaint, we follow a structured process to ensure your concern is handled consistently and fairly.
First acknowledgement: We aim to acknowledge your complaint as soon as reasonably possible. Where your complaint is made in writing, we will confirm that we have received it and explain the next steps. Initial review: A member of our team will review the information you have provided, including any photographs or notes from the original job. If more information is needed, we may contact you to clarify details or to arrange a convenient time to discuss the matter further.
Investigation: The complaint will be investigated by a person who was not directly responsible for the original work wherever possible. This may involve speaking to the technicians who attended your property, reviewing job records, and, if appropriate, arranging a site visit to inspect the work or the affected areas in person.
Response and proposed resolution: After the investigation, we will explain our findings to you clearly and openly. Where we accept that our service has fallen short, we will propose one or more of the following, as appropriate: remedial work, a partial or full refund, a discount on future services, or other forms of redress that are fair in the circumstances.
Timescales for Response
We understand that waiting for a response about a complaint can be frustrating, especially where your carpets, rugs, or upholstery are involved. While exact timescales may vary depending on the complexity of the issue, we aim to:
Acknowledge your complaint promptly. Provide a substantive response within a reasonable timeframe after acknowledgement. Keep you updated if further time is needed for investigation.
If there is likely to be any significant delay, we will let you know the reason and provide an updated expected timeframe for our response.
Remedial Work and Access to the Property
In many cases, we can resolve complaints by returning to the property to inspect and, where appropriate, re-clean or treat the affected areas. We will always seek your agreement before arranging any follow-up visit and will aim to schedule it at a time that is convenient for you.
For health and safety reasons, and to give us a fair opportunity to put things right, we may need reasonable access to the property and the affected items. If access is not possible, this may limit the options available to resolve the complaint.
When We May Not Uphold a Complaint
While we always approach complaints with an open mind, there are circumstances where we may not be able to uphold a complaint, for example where:
The issue arises from pre-existing damage, heavy wear, or permanent staining that was highlighted or considered high risk before cleaning. The problem results from instructions that limited what we could safely do, such as restrictions on products or methods. The complaint is made after a significant delay that prevents a fair investigation or assessment of the work. There is clear evidence that the issue was caused by factors outside our control after the service was completed.
Where we do not uphold a complaint, we will explain our reasons clearly and respectfully.
Escalation of Your Complaint
If you are unhappy with the outcome of your complaint or feel that it has not been handled properly, you may ask for it to be reviewed at a higher level within our company. We will then re-examine the details, including any new information you wish to provide, and give you a further response.
Our aim at every stage is to reach a resolution that is fair and reasonable for both you and Carpet Cleaners Surrey, taking into account the evidence available and the terms under which the service was provided.
Using Feedback to Improve Our Service
We value all feedback, including complaints, as an important way to improve our carpet and upholstery cleaning services. We regularly review the complaints we receive to identify patterns, training needs, and opportunities to refine our processes, equipment, and customer communication.
By following this Complaints Procedure, we aim to ensure that customers across our service area receive a consistent, transparent, and respectful response whenever they raise a concern.
