Complaints Procedure for Richmond Upon Thames Carpet Cleaning

Richmond Upon Thames Carpet Cleaning is committed to providing a reliable and professional cleaning service. We recognise that, on occasion, customers may feel that aspects of the service have not met their expectations. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair route to express dissatisfaction about any aspect of our carpet, rug, upholstery or related cleaning services. It also enables us to investigate issues, put things right where possible, and use feedback to improve our services across the local area we serve.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or our team, whether justified or not, that requires a formal response. This may include, but is not limited to:

Concerns about the quality of cleaning work carried out on carpets, rugs, upholstery or other surfaces.

Issues relating to punctuality, behaviour or conduct of cleaning staff while working at your home or business premises.

Disputes regarding quotations, invoices, payment, or agreed scope of work.

Matters relating to damage, access, or health and safety during the provision of our services.

Any other issue where you feel that our service has not met the standards you reasonably expected.

How to Make a Complaint

You can make a complaint verbally or in writing. We recommend putting your complaint in writing wherever possible so that all details are clear. When submitting a complaint, please provide the following information:

Your full name and a convenient way for us to contact you.

The address or location where the cleaning service was carried out.

The date of the service and, if known, the name of any team member you dealt with.

A clear description of the issue, including what happened, when it happened, and why you are dissatisfied.

Any photographs, notes or supporting information that you feel may assist our investigation.

We ask that complaints are raised as soon as reasonably possible after the issue arises, and ideally within 14 days of the service. This helps us investigate more effectively and, where appropriate, take prompt corrective action.

Our Complaints Handling Stages

We follow a structured process to ensure that complaints are managed consistently and fairly.

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will record the details and acknowledge receipt. Where possible, we will acknowledge your complaint within three working days. At this stage, we may request further information to help us understand the issue clearly.

Stage 2: Investigation

Your complaint will be reviewed by a member of our management team who is not directly involved in the original issue wherever practical. The investigation may include:

Reviewing the booking details, job sheets and any relevant internal notes.

Speaking with the cleaning operatives or staff members involved.

Considering any photographs, reports or evidence you have provided.

We may contact you during this stage to clarify details or to ask additional questions.

Stage 3: Response and Outcome

Following the investigation, we will provide you with a written or verbal response outlining:

Our understanding of your complaint.

The steps taken during the investigation.

Our findings and decision.

Any proposed resolution or remedial action.

We aim to provide a full response within 14 working days of acknowledging your complaint. If the matter is complex and we need more time, we will let you know and provide an updated timescale.

Possible Resolutions

Where a complaint is upheld, possible outcomes may include:

Offering a re-clean of the affected areas where it is reasonable and practical to do so.

Providing advice on further treatment or aftercare, where appropriate.

Agreeing a partial or full adjustment to the invoice, where justified.

Offering an alternative form of redress that is fair in the circumstances.

Where a complaint is not upheld, we will explain the reasons clearly and, where possible, suggest any steps that may help prevent similar concerns in the future.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage 3, you may ask for your complaint to be reviewed at a higher level within the company. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking. A senior member of staff will then review the handling of your complaint and the decision reached. You will receive a further response once this review is completed.

Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

Provide accurate and complete information.

Respond to our requests for clarification or further details.

Treat our staff with respect and allow reasonable time for investigations.

Ensure that we are given fair access to review any reported issues at the property, where necessary.

Data Protection and Confidentiality

All complaints will be handled in confidence and in line with applicable data protection requirements. Information will only be shared with those who need it in order to investigate the complaint, respond to you, or meet our legal and regulatory obligations.

Learning from Complaints

We view complaints and feedback as an important source of information about how our services are performing in the communities we serve. Where appropriate, we will use the findings from complaints to update staff training, review procedures, and improve the quality, safety and reliability of our cleaning services.

Review of this Procedure

This Complaints Procedure is reviewed regularly to ensure that it remains clear, effective and appropriate for our customers and for the services we provide. We may update it from time to time to reflect changes in our operations, service offerings or legal obligations.

If you have any questions about this Complaints Procedure, please contact us using your usual communication channel and we will be happy to provide further information.