Complaints Procedure for Carpet Cleaners Sutton

This Complaints Procedure explains how customers of Carpet Cleaners Sutton can raise concerns about any aspect of our carpet and upholstery cleaning services, and how we will respond. Our aim is to handle all complaints fairly, consistently and as quickly as possible, while using your feedback to improve our services across the local area.

Our Commitment to Handling Complaints

Carpet Cleaners Sutton is committed to providing reliable, professional and courteous cleaning services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right and prevent similar issues in the future. We treat every complaint seriously, regardless of its nature or value, and we aim to resolve concerns at the earliest possible stage.

What This Procedure Covers

This procedure applies to complaints from individual customers and businesses who have used our cleaning services. It covers issues such as the quality of work carried out, conduct or behaviour of our staff, punctuality or reliability of appointments, communication before or after a visit, and any aspect of our customer service. It does not cover employment-related grievances or matters that are already subject to legal proceedings.

Raising a Complaint Informally

In many cases, concerns can be resolved quickly and informally. If you are unhappy with any part of the service on the day of your appointment, we encourage you to raise the issue with the cleaning technician at the time, where possible. They will do their best to correct any problem immediately, such as re-cleaning an area you are not satisfied with, explaining what is achievable for specific stains or materials, or clarifying any misunderstandings.

If the technician cannot resolve the concern on the spot, or if you prefer not to discuss it during the visit, you can contact our office after the appointment and request that your concern be reviewed. We will try to resolve the issue at this informal stage wherever appropriate.

How to Make a Formal Complaint

If your concern is not resolved informally, or if the matter is serious, you may submit a formal complaint. When doing so, please provide as much detail as you can, including your full name, the date and address of the service, a clear description of what went wrong, any relevant photos or evidence, and what outcome you are seeking. The more information we have, the easier it will be to investigate and respond accurately.

Formal complaints should be made in writing so that we can clearly understand your concerns and keep an accurate record of our communication. Once we receive your written complaint, we will acknowledge it and begin our investigation.

Timescales for Acknowledgement and Response

We aim to acknowledge all formal complaints within a reasonable number of working days from receipt. The acknowledgement will confirm that we have received your complaint and outline the next steps. We will then carry out a thorough review of the issues raised, which may include speaking to the cleaning team involved, checking our booking records and service notes, and, where relevant, requesting further information from you.

Our goal is to provide a full written response within a fair and practical timeframe. If, for any reason, the investigation takes longer than expected, we will keep you informed of the progress and let you know when you can expect a final response.

How We Investigate Complaints

Every complaint is handled impartially. We will review the information you have provided and compare it with our internal records and any applicable service standards. Where appropriate, we may arrange a follow-up visit to inspect the areas of concern in person. We will consider whether our team followed correct procedures, used appropriate equipment and products, and communicated clearly about what could be achieved.

At the conclusion of our investigation, we will explain our findings to you and confirm whether the complaint is upheld in full, upheld in part, or not upheld. We will also set out any actions we will take as a result.

Possible Outcomes and Remedies

If we find that we did not meet our usual standards, we will aim to put things right as quickly as possible. Depending on the circumstances, this may include offering a re-clean of the affected areas, agreeing a partial or full refund, or taking other reasonable steps to address the issue. We may also update our staff training, adjust our processes or review our service guidelines to prevent the same problem happening again.

If we do not uphold your complaint, we will explain our reasons clearly and provide the evidence or service information that supports our decision.

Escalating Your Complaint

If you are not satisfied with the outcome of your formal complaint, you may request an escalation. Your case will then be reviewed by a more senior member of our team who was not directly involved in the original investigation. They will consider all the information already gathered, as well as any further points you wish to raise, and will provide a final response. This final decision will normally conclude our internal complaints process.

Your Responsibilities as a Customer

To help us deal with your complaint efficiently, we ask that you raise any concerns as soon as possible after the service, provide accurate and complete information, and respond promptly if we request clarification or additional details. We also ask that all communications remain respectful and constructive so that we can focus on resolving the matter.

Confidentiality and Data Protection

All complaints are handled confidentially. Information you provide will only be shared with those who need it in order to investigate and respond to your complaint. We will store and process your personal data in line with applicable data protection requirements, and we will retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.

Continuous Improvement

Carpet Cleaners Sutton values feedback from customers across our service area. Complaints highlight areas where we may need to improve our work, communication or systems. We review complaints regularly to identify trends and make changes that enhance our cleaning services for all customers. By following this Complaints Procedure, we aim to resolve individual issues fairly while continually raising our overall standards.