Complaints Procedure for Carpet Cleaning West Hampstead
Carpet Cleaning West Hampstead is committed to delivering professional carpet, rug and upholstery cleaning services and to resolving any concerns in a fair, transparent and timely manner. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.
Our Commitment to You
We aim to provide a high standard of service on every visit. If you are not satisfied with any aspect of our work, we want to hear from you so we can investigate, put things right where possible, and improve our cleaning services for the future. We treat all complaints seriously and handle them with respect, discretion and professionalism.
What This Procedure Covers
This procedure applies to complaints about our carpet, rug and upholstery cleaning services, including pre-booking communication, cleaning work carried out at your property, conduct of our technicians, and aftercare or follow-up communication. It applies to both residential and commercial clients within our regular service areas.
How to Make a Complaint
You can raise a complaint using any of the methods below. Please provide as much detail as possible to help us understand and investigate your concerns.
1. In person on the day of service: If you notice an issue while our technician is still at your property, please mention it immediately. In many cases, we can resolve problems on the spot, such as re-cleaning an area or explaining the expected drying and stain-removal results.
2. In writing: You may send us a written complaint. In your message, please include your full name, property address where the service took place, date and approximate time of the appointment, a clear description of the issue, and any relevant photographs of the area or items cleaned. Written complaints help us keep a full record of what happened and how we resolved it.
3. By phone: You may contact our office to discuss your concerns with a member of our team. We may ask you to follow up in writing so that we have a clear record of the details and any agreements reached.
Information We Need From You
To investigate your complaint efficiently, please provide:
- Your name and contact details
- The address where the cleaning service was carried out
- The date and time of the appointment
- A description of the service booked, such as carpet cleaning, rug cleaning or upholstery cleaning
- A detailed explanation of your concern, including the room or item affected
- Photographs or other evidence, where possible
- Any steps already taken to resolve the issue with our technician
Timeframe for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible after the service, ideally within 48 hours. This allows us to assess the condition of the cleaned items while they are still in a similar state and to discuss the work with the technician who attended your property. Complaints raised after a longer period may be more difficult to assess, though we will always do our best to investigate fairly.
How We Will Handle Your Complaint
1. Acknowledgement: We will acknowledge your complaint as soon as we reasonably can after receiving it. For written complaints, we aim to acknowledge within a few working days.
2. Investigation: A member of our management or customer care team will review your complaint, speak with the technician who attended, and consider any photos or evidence you have provided. Where appropriate, we may ask to revisit the property to inspect the carpets, rugs or upholstery in person.
3. Proposed Resolution: Once our investigation is complete, we will explain our findings and propose a resolution. This may include a re-clean of the affected area, practical advice on aftercare, a partial refund, or another suitable remedy, depending on the circumstances and our assessment of the work carried out.
4. Timescales: We aim to provide a full response within 10 working days of acknowledging your complaint. If the matter is complex or requires further investigation, we will keep you updated on progress and let you know when you can expect a final response.
Possible Outcomes
Every complaint is assessed individually, taking into account the condition of the carpets or upholstery before cleaning, any pre-existing damage or permanent staining, and the limitations of professional cleaning methods. Possible outcomes may include:
- Providing additional information or clarification on realistic cleaning results
- Offering a re-clean of part or all of the affected areas
- Agreeing a discount or partial refund, where appropriate
- Explaining why no further action is considered reasonable in light of the evidence
Escalating Your Complaint
If you are not satisfied with the outcome or handling of your complaint, you may ask for it to be reviewed by a more senior member of our team. We will carry out a further review of the details, the evidence, and the steps taken so far, and will provide a final written response outlining our position.
Fairness and Respect
We treat all clients and staff with respect and expect the same in return. We will not tolerate abusive, threatening or discriminatory behaviour towards our technicians or office team. In such cases, we may end communication or decline future bookings while still aiming to reach a fair outcome regarding the complaint itself.
Continuous Improvement
We use feedback and complaints to improve our carpet and upholstery cleaning services, technician training and procedures. By sharing your concerns with us, you help us provide a better service to all customers across our service areas.
Updates to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our internal processes, industry standards or applicable guidance. The version available on our website will always be the most current, and it will apply to any complaint raised after the date of publication.
If you have any questions about this Complaints Procedure or need help making a complaint, please contact our office team and we will be happy to assist you.
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