Complaints Procedure for Carpet Cleaning Catford
Carpet Cleaning Catford is committed to providing reliable and professional cleaning services. We understand that, on occasion, customers may feel dissatisfied with an aspect of our work or service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.
Purpose of this Complaints Procedure
The aim of this procedure is to provide a clear and fair process for resolving complaints about our carpet, upholstery, rug, or related cleaning services. We use all feedback, including complaints, to improve our standards, training, and customer care across the areas we serve.
This procedure applies to all domestic and commercial customers who have used our services, regardless of the size or frequency of the job.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, communication, pricing clarity, punctuality, or the way we have handled a previous issue. Typical examples include:
Issues with the quality of cleaning work, such as stains that were expected to be treated or areas that may have been overlooked. Concerns about staff behaviour, professionalism, or conduct during a visit. Disagreement with charges where you believe costs were not clearly communicated in advance. Problems with scheduling, such as repeated lateness or missed appointments. Dissatisfaction with how a previous query or issue was handled or resolved.
If you are unsure whether your concern counts as a complaint, you are still encouraged to contact us so we can advise you and attempt to resolve the matter.
How to Make a Complaint
We encourage customers to raise any concerns as soon as possible after the service has been carried out. Providing clear details helps us investigate efficiently and fairly.
When you make a complaint, please include:
Your full name and the address where the service was carried out. The date and approximate time of the cleaning visit. A clear description of what went wrong or what you are unhappy with. Any relevant information, such as the rooms or items cleaned, or details of the technician who attended. What outcome you are seeking, for example a re-clean of specific areas, clarification of charges, or a goodwill gesture.
You may raise a complaint through any of our standard contact methods. If you initially complain by phone, we may ask you to confirm key details in writing so that both parties have a clear record of the issue being raised.
Timescales for Raising a Complaint
To help us address problems effectively, we ask that complaints about the quality or results of cleaning are raised within a reasonable timeframe, ideally within 7 days of the service. This allows us to inspect the area while conditions are still similar and to assess any practical options for rectifying the issue.
Complaints about invoices, quotations, or payments should be raised as soon as you become aware of the concern, and preferably before any further services are booked.
Our Acknowledgement and Initial Response
Once we receive your complaint, we will acknowledge it within a reasonable period of time. Our acknowledgement will confirm that we have received your concerns and will outline the next steps in the process, including whether we may need further information or photographs.
Where possible, we may attempt to resolve straightforward issues immediately, for example by clarifying a misunderstanding, correcting an invoice, or arranging a prompt revisit if appropriate and agreed.
How We Investigate Complaints
For more detailed or complex complaints, we will carry out a structured investigation. This may include:
Reviewing your booking details, quotation, and any written communication relating to the service. Speaking with the cleaning technician or team who attended your property. Examining photographs or evidence you provide. Offering, where appropriate and feasible, to revisit your property to assess the situation in person.
We will always aim to handle your complaint fairly, objectively, and without bias. All information is treated with respect and used only for the purposes of resolving your complaint and improving our services.
Outcome and Resolution
After investigating your complaint, we will explain our findings and any steps we propose to take. Possible outcomes may include:
Providing advice or explanation regarding expected cleaning results, for example where permanent staining or damage is present. Offering a re-clean of specific areas or items, where we believe this is appropriate and likely to improve the outcome. Making a partial or full adjustment to an invoice, where we find a billing error or miscommunication regarding agreed costs. Offering a goodwill gesture, at our discretion, where inconvenience has been caused even if the service was carried out with reasonable care and skill.
We will explain how we have reached our conclusion and what, if any, further actions will be taken.
Escalating Your Complaint
If you are not satisfied with the initial outcome, you may request that your complaint is reviewed by a more senior member of our team. In your escalation request, please explain why you disagree with the initial decision and any information you feel may have been overlooked.
We will review the previous findings, re-examine the details, and provide a further response. This review aims to ensure that your concerns have been fully considered.
Your Responsibilities as a Customer
To help us respond effectively to your complaint, we ask that you:
Provide accurate, complete, and timely information about the issue. Allow us reasonable access, where necessary, to inspect the property or items that are the subject of the complaint. Treat our staff with courtesy and respect throughout the process. Refrain from making unfounded allegations or using threatening or abusive language.
We reserve the right to discontinue communication where behaviour becomes abusive or unreasonable, while still fulfilling our legal and contractual obligations.
How We Use Complaints to Improve
All complaints are recorded and monitored. We review trends to identify areas where our cleaning methods, equipment, training, or communication can be improved. This may lead to updates to staff training, adjustments to our booking and quotation process, or revisions to our service descriptions.
By following this Complaints Procedure, Carpet Cleaning Catford aims to resolve issues promptly and fairly, maintain high service standards, and continue to build trust with customers across our service area.
Carpet Cleaning
Upholstery Cleaning
End Of Tenancy Cleaning
Domestic Cleaning
House Cleaning
Office Cleaning
