Carpet Cleaners W5 Complaints Procedure

This Complaints Procedure explains how Carpet Cleaners W5 manages, investigates, and resolves complaints about our carpet and upholstery cleaning services. Our aim is to handle every concern fairly, promptly, and in a way that helps us continually improve the quality of our work across our local service area.

Our Commitment to You

We want every customer to be completely satisfied with the standard of cleaning and the conduct of our staff. If something goes wrong, we encourage you to tell us so we can put it right. We will treat every complaint seriously, whether it relates to cleaning quality, punctuality, staff behaviour, property care, or any aspect of our customer service.

We are committed to:

Listening carefully to your feedback and understanding your concerns in full.

Responding within clear and reasonable timeframes.

Investigating issues thoroughly and impartially.

Providing a clear explanation of our findings and any actions we will take.

Using what we learn from complaints to improve our services throughout the area we cover.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or our staff, whether it is made verbally or in writing. Examples include:

Concerns about the quality or thoroughness of carpet, rug, or upholstery cleaning.

Damage allegedly caused during a visit to your home or business.

Missed appointments, lateness, or poor communication about scheduling.

Unprofessional, rude, or unsafe behaviour by any member of our team.

Billing queries or disagreements about quoted and final prices.

If you are unsure whether your issue counts as a complaint, please raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. We accept complaints made in person to our cleaning team, by phone, or in writing. Written complaints help us keep clear records and are especially useful where the issue is complex or involves multiple visits.

To help us resolve your complaint efficiently, please provide:

Your full name and the address where the service was carried out.

The date of the clean and, if possible, the approximate time.

A clear description of what went wrong and when you noticed the problem.

Any relevant information about the areas or items cleaned, such as specific rooms, rugs, or upholstery.

Any photographs or supporting details that may help us understand the issue.

Timescales for Acknowledgement and Response

We aim to acknowledge all complaints as quickly as possible. For written complaints, we will usually acknowledge receipt within three working days. This acknowledgement will confirm that we have received your complaint and will outline the next steps.

We aim to provide a full response within ten working days of acknowledgement. If the issue is complex and requires more time, we will let you know, explain why, and give you a revised timescale for our response.

How We Investigate Complaints

Once a complaint is received, we will review all relevant details, which may include:

Speaking with the cleaning operatives who attended your property.

Reviewing job records, notes, and any pre-cleaning inspection details.

Assessing photographs, if provided, and any additional evidence.

Where appropriate, we may request permission to revisit your property to inspect the affected areas. This helps us understand the issue first-hand and decide the most suitable remedy.

Possible Outcomes and Remedies

After completing our investigation, we will contact you with our findings and proposed resolution. Depending on the circumstances, remedies may include:

Offering a re-clean of the affected areas, where suitable and practical.

Providing practical advice on what can and cannot be achieved due to the condition or age of carpets, rugs, or upholstery.

Offering a partial or full refund where our service has clearly fallen below the standards we promise.

Taking internal action such as additional staff training or changes to our procedures.

We will always explain the reasons for our decision and the steps we are taking to prevent similar issues in future.

If You Remain Unhappy

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a senior member of our team. They will reassess the details, review the previous investigation, and provide a final response wherever possible.

At this stage, we will confirm whether we are able to take any further action or whether we consider the matter closed. We will communicate this clearly and respectfully.

Recording and Using Complaint Information

All complaints are recorded and stored securely. We review complaint data regularly to identify patterns, training needs, and areas where our procedures or customer communication can be improved. This helps us deliver consistently reliable carpet cleaning services for households and businesses throughout our service area.

Fairness and Respect

We aim to treat every customer and every member of staff fairly throughout the complaints process. We will not tolerate abusive, threatening, or discriminatory behaviour towards our team. Where behaviour is unacceptable, we may limit communication methods or, in serious cases, decline to provide future services, while still dealing reasonably with any outstanding issues.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective, and in line with best practice for service providers. Updated versions will apply to all new complaints from the date of publication.

We encourage customers to raise concerns promptly so that we can investigate while details are still fresh and take swift action to put things right wherever possible.