Complaints Procedure for Carpet Cleaners Brent

Carpet Cleaners Brent is committed to delivering reliable, high-quality cleaning services and ensuring that every customer is treated fairly and with respect. This complaints procedure explains how you can raise a concern about our services, how we will handle your complaint, and the steps we will take to resolve matters promptly and professionally.

Our commitment to handling complaints

We take all complaints seriously and view them as an opportunity to review and improve our cleaning services. Our aims when dealing with a complaint are to:

Listen carefully to what has gone wrong from your point of view.

Investigate the issue thoroughly and impartially.

Respond within a reasonable timescale with clear information about our findings.

Where appropriate, offer a fair and practical resolution.

Record complaints to help prevent similar issues from arising in the future.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, staff, contractors or communication, whether it is made formally or informally. Examples include, but are not limited to:

Concerns about the quality of carpet, upholstery or other cleaning work carried out.

Issues relating to punctuality, reliability, or conduct of cleaners attending your property.

Problems with how your booking, payment, or follow-up communication was handled.

Any situation where you feel that we have not met the standards we have promised.

How to make a complaint

You can raise a complaint verbally or in writing. To help us understand and resolve your concern as quickly as possible, please provide the following information when you contact us:

Your full name and the address where the cleaning took place.

The date and approximate time of the cleaning appointment.

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

Any relevant supporting information, such as photographs or notes you have taken.

If your complaint relates to more than one visit or service, please describe each incident separately so our team can review all aspects thoroughly.

Stages of our complaints process

Stage 1: Initial response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. If your complaint is made verbally, we may ask to summarise our understanding of your concern to ensure it is recorded accurately.

Stage 2: Investigation

Your complaint will be passed to a responsible member of our team for investigation. This may involve:

Reviewing booking information, job notes and any relevant internal records.

Speaking to the cleaners or staff members involved.

Considering any photos, evidence or further details that you provide.

Where necessary, we may contact you for additional information or clarification so that we can understand the matter fully before reaching a conclusion.

Stage 3: Outcome and resolution

After our investigation, we will explain our findings to you and set out any proposed resolution. Depending on the circumstances, this may include, for example:

Providing an explanation or clarification.

Offering a re-clean of the affected area where appropriate.

Discussing other practical steps to address the issue.

Any resolution will be based on the specific details of your complaint, our terms and conditions, and the information gathered during our investigation.

Timescales for complaints handling

We aim to acknowledge all complaints within a reasonable period and to complete our investigation as promptly as possible. The time required may vary depending on the complexity of the issues raised and the availability of information or staff members involved.

If our investigation is likely to take longer than we initially expected, we will aim to update you on the progress and let you know when we anticipate being able to provide a final response.

Escalating your complaint

If you are not satisfied with the outcome of our initial investigation, you may request that your complaint is reviewed by a senior member of our team. When asking for an escalation, please explain why you remain dissatisfied and what further outcome you are seeking.

The escalated review will consider:

The way in which your original complaint was handled.

Whether all relevant information was taken into account.

Whether the conclusion and proposed resolution were fair and reasonable.

Following this review, we will explain our final position to you and confirm whether any further action will be taken.

Customer responsibilities

To help us investigate and resolve your complaint effectively, we ask that you:

Raise any concerns as soon as reasonably possible after the service.

Provide accurate, clear and complete information.

Allow access to the property for inspection or re-cleaning if this is agreed as part of the resolution.

Treat our staff with courtesy and respect throughout the process.

Cooperation from both sides helps us reach a fair outcome and maintain a professional relationship.

Recording and using complaint data

We keep records of complaints received, how they were handled and the outcomes reached. This information is used to:

Identify areas where our cleaning services or processes can be improved.

Support staff training and performance management.

Monitor the overall quality and consistency of our work.

Any personal information collected during the complaints process will be handled in line with our approach to data protection and privacy.

Unreasonable or abusive behaviour

We understand that making a complaint can be frustrating, especially if you are unhappy with a service. However, we expect all customers to communicate with our staff in a respectful manner. We may decide to limit or cease communication where behaviour is abusive, threatening, or persistently unreasonable. In such cases, we will explain our decision and, where possible, confirm any final position regarding the complaint.

Reviewing this complaints procedure

Carpet Cleaners Brent reviews this complaints procedure periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or relevant guidance. The version published on our website represents the current procedure for handling customer complaints.

If you wish to raise a concern about any of our cleaning services, please contact us using the details provided on our website so that we can begin the complaints process outlined above.