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Complaints Procedure for Carpet Cleaning Brixton
Carpet Cleaning Brixton is committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to Resolving Complaints
We aim to handle all complaints fairly, professionally, and as quickly as possible. Every complaint is taken seriously and used as an opportunity to improve our services, staff training, and customer care processes.
We will always:
Listen carefully to your concerns and treat you with respect and courtesy.
Investigate your complaint thoroughly and impartially.
Keep you informed about the progress and outcome.
Where appropriate, offer suitable remedies to put things right.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or administrative processes, where you would like us to provide a response or a resolution.
Examples of complaints may include:
Concerns about the quality or outcome of a carpet, rug, upholstery, or hard floor clean.
Damage or alleged damage to property that you believe occurred during our work.
Missed or significantly delayed appointments without adequate notice.
Behaviour or attitude of a member of our team that you feel was unprofessional.
Issues with bookings, invoices, or how your enquiry was handled.
How to Make a Complaint
You can raise a complaint in the way that is most convenient for you. Please provide as much detail as you can so that we can investigate properly. Helpful information includes:
Your full name and the service address.
The date and approximate time of the cleaning appointment.
A description of what went wrong and how you were affected.
Any relevant photographs or notes that help explain the issue.
What outcome or resolution you are seeking, if you have something specific in mind.
We encourage you to raise concerns as soon as possible after the service so that we can investigate promptly and accurately.
Initial Resolution With the Cleaning Team
In many cases, issues can be resolved quickly with the operative or team leader who provided the service. If you feel comfortable doing so, please explain your concerns to them at the time of the appointment or shortly afterwards. They may be able to correct the problem immediately, for example by re-cleaning an area or adjusting the work carried out.
If the issue cannot be resolved on the spot, or you do not feel it has been handled satisfactorily, you may escalate the complaint to our management team using our main contact channels.
How We Handle Your Complaint
Once your complaint has been received by our office, we will follow these steps:
Acknowledgement: We aim to acknowledge your complaint within two working days, confirming that we have received it and advising if we require any further information.
Investigation: A member of our management or customer care team will review your complaint. This may include speaking to the operative or team involved, reviewing job notes, and, where relevant, inspecting photographs or revisiting the property by arrangement.
Response: We aim to provide a full response within ten working days of acknowledging your complaint. If the matter is complex and we need more time, we will inform you of the reason for the delay and give an expected timescale.
Possible Outcomes and Remedies
Our goal is to provide a fair and reasonable outcome. Depending on the nature of your complaint and the findings of our investigation, possible remedies may include:
A clear explanation of what happened and, where appropriate, an apology.
Additional cleaning work, such as a re-clean of specific areas, at no extra cost where the original service standard was not met.
A partial or full refund where we determine that the service fell significantly below the agreed standard.
Corrective action within our company, including additional staff training or improvements to our procedures.
Any remedy will be discussed with you and confirmed once agreed.
Issues Involving Damage
If your complaint relates to possible damage to carpets, soft furnishings, or other property allegedly caused by our work, we will investigate this carefully. You may be asked to provide photographs, receipts, or professional assessments to help us understand the extent and cause of the damage.
We may arrange a visit to inspect the affected area in person. If it appears that our work contributed to the damage, we will discuss appropriate options with you, which may include repair, specialist treatment, or compensation, in line with our terms and any applicable insurance cover.
Escalating Your Complaint
If you are not satisfied with the initial outcome of your complaint, you may ask for it to be reviewed by a more senior member of our management team. When requesting an escalation, please explain why you are unhappy with the earlier response and what you feel would be a fair resolution.
The reviewing manager will re-examine the information, consider any additional details you provide, and issue a final decision on behalf of Carpet Cleaning Brixton.
Using Your Feedback to Improve
All complaints and serious concerns are recorded and monitored. We regularly review this information to identify patterns and areas where we can improve our carpet and upholstery cleaning services, customer communication, and staff training.
Your feedback, whether positive or negative, helps us maintain higher standards and provide a more reliable service for customers across our local service area.
Confidentiality and Data Protection
Any personal information you provide as part of a complaint will be handled in line with data protection requirements. Details will only be shared with staff who need the information to investigate and resolve the matter, or where we are legally required to disclose it. We will retain complaint records for an appropriate period to help manage quality and auditing.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Updated versions will replace earlier versions and will apply to new complaints from the date of publication.
If you have any questions about this procedure, or if you need assistance in making a complaint, please contact our office using your preferred method of communication and we will be happy to help.
