Chiswick Carpet Cleaners Complaints Procedure
Chiswick Carpet Cleaners is committed to delivering reliable, professional cleaning services and to dealing with any concerns promptly, fairly, and transparently. 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 aim is to resolve problems quickly and to use all feedback to improve our services across the areas we cover.
Scope and Purpose of this Procedure
This procedure applies to any complaint about our cleaning services, including carpet and upholstery cleaning, end of tenancy cleans, and related work carried out in homes or business premises. It is designed to:
Provide a clear and accessible way for you to raise any concerns about our service.
Ensure that complaints are handled consistently and fairly.
Set out reasonable timescales for us to investigate and respond.
Support continuous improvement in the way we deliver cleaning services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include:
Concerns about the quality of cleaning carried out.
Issues with punctuality, conduct, or professionalism of our staff.
Disputes about charges, quotations, or invoicing related to a cleaning job.
Concerns about how we have handled your booking, communication, or follow-up.
Issues relating to damage allegedly caused during a visit.
We encourage you to raise a complaint as soon as possible after the issue arises so that we can investigate while the details are still clear and accurate.
How to Make a Complaint
You can make a complaint using any written communication method. When submitting your complaint, please provide as much information as possible, including:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A clear description of the issue and what you feel went wrong.
Any relevant reference numbers, such as an invoice or booking reference.
Photographs or supporting information, if applicable, particularly where damage or quality of work is in question.
Any steps you have already taken to try to resolve the matter informally.
Clear and detailed information helps us to understand the situation quickly and to investigate your concerns thoroughly.
Informal Resolution in the First Instance
Where possible, we encourage you to raise your concern informally as soon as you notice a problem. In many cases, issues can be resolved quickly by:
Discussing the matter with the cleaning operative on the day, where appropriate and safe to do so.
Contacting us shortly after the service to outline your concern and allowing us the opportunity to revisit or rectify the work.
If you are not satisfied with the informal response or the problem is more serious, you should follow the formal complaints process set out below.
Formal Complaints Process
Once we receive your formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge your complaint in writing within a reasonable period of time. The acknowledgement will confirm that we have received your complaint and that it is being reviewed.
Initial Assessment: We will review the details you have provided and may request additional information or clarification if necessary. This may include asking for photographs, copies of invoices, or a more detailed account of events.
Investigation: We will investigate the complaint, which may involve speaking with the cleaning operatives involved, reviewing schedules and job records, and considering any evidence you have supplied. We aim to complete this investigation within a reasonable timeframe, depending on the complexity of the issue.
Outcome and Response: Following our investigation, we will write to you explaining our findings, any conclusions we have reached, and any proposed actions to resolve the matter. This may include a re-clean, a partial or full refund where appropriate, or an explanation of why we do not agree that the service was deficient.
Timeframes for Handling Complaints
We aim to handle complaints promptly and fairly. While exact timeframes may vary depending on the nature of the complaint, our general approach is as follows:
Written acknowledgement within a short period after receiving your complaint.
Full investigation and written response within a reasonable number of working days, unless the matter is particularly complex.
If more time is required to investigate, we will let you know, explain why, and provide an updated timescale for our response.
Possible Outcomes and Remedies
Where our investigation shows that we have not met our standards, we will seek to put things right. Depending on the circumstances, this may include:
Offering to revisit the property to carry out additional cleaning.
Providing a partial or full refund where this is appropriate.
Issuing an apology and explanation.
Reviewing our internal processes, training, or supervision to prevent similar issues from arising in future.
Where the complaint relates to alleged damage, we will assess the evidence and, if we accept liability, we will discuss suitable options for repair or compensation.
Escalation of Your Complaint
If you are not satisfied with the outcome of your complaint, you may request a further review. In your escalation request, please state why you disagree with our response, provide any new information, and explain the outcome you are seeking. We will then arrange for a more senior member of our team to review the case and provide a final written response.
Confidentiality and Data Protection
All complaints are handled in confidence. Any personal information you provide will be used only for the purposes of investigating and responding to your complaint and will be managed in accordance with applicable data protection requirements.
Using Feedback to Improve Our Services
We value all feedback, including complaints, as it helps us to maintain and improve our cleaning services. Trends and recurring issues identified through complaints are reviewed and used to guide staff training, service standards, and operational procedures. Our goal is to provide consistently high-quality cleaning across our service area, and a clear, fair complaints process is an important part of that commitment.
