Carpet Cleaners Westminster Complaints Procedure

This Complaints Procedure explains how Carpet Cleaners Westminster manages and resolves complaints about our carpet, rug and upholstery cleaning services. We aim to provide a clear, fair and timely process so that any concerns are handled professionally and with respect for all parties involved.

Our Commitment to You

Carpet Cleaners Westminster is committed to delivering reliable and consistent cleaning services. If you feel that our work or our conduct has fallen short of your expectations, we want to know. We treat all complaints seriously and use them as an opportunity to review our services and improve where necessary.

We will always aim to:

Listen carefully to your concerns, treat you with courtesy and respect, investigate what has happened, provide a clear explanation of our findings, and offer an appropriate resolution wherever possible.

What This Procedure Covers

This Complaints Procedure applies to any dissatisfaction relating to our cleaning services, including but not limited to:

The quality or outcome of cleaning work, damage or suspected damage to items or property, punctuality and reliability of our technicians, conduct, behaviour or attitude of staff members, accuracy of invoices or charges, and communication before, during or after your appointment.

This procedure does not cover general service enquiries, booking requests, or routine feedback that does not involve a complaint. Those can be raised with our customer support team as usual.

How to Raise a Complaint

You are encouraged to raise any concerns as soon as possible after the issue occurs, so that we can investigate while details are still fresh and, where appropriate, re-inspect the work.

When submitting a complaint, please provide the following information so we can understand the situation clearly:

Your full name, the service address, and the date of the cleaning visit. A description of the issue, including what happened and when. Any relevant details such as areas affected, items involved, or names of staff members you dealt with. Any evidence that may help our review, such as photographs of the area of concern or copies of invoices.

You may raise your complaint verbally or in writing using our usual contact channels. Written complaints are often helpful, as they provide a clear record of the matter for both you and us.

Stages of Our Complaints Handling

Initial Review

Upon receiving your complaint, we will acknowledge it as soon as reasonably practical. During this initial stage, we may contact you to clarify any details and to understand the outcome you are seeking.

We will then carry out a preliminary assessment to determine the nature of the issue, whether further information is required, and what immediate steps, if any, are needed to prevent further inconvenience or damage.

Investigation

A manager or designated representative will investigate your complaint. This may include reviewing your booking information, job notes, and any photographs or evidence, speaking with the technician or team members who attended your property, and, where appropriate, arranging a re-visit to inspect the areas or items in question.

We aim to conduct this investigation thoroughly and objectively, taking into account all the information available and any reasonable industry standards relevant to carpet and upholstery cleaning.

Response and Resolution

Once the investigation is complete, we will provide you with a clear response setting out our findings and any proposed resolution. Depending on the circumstances, possible outcomes may include:

An explanation and, where appropriate, an apology. A return visit to re-clean specific areas or address aspects of the work that may not have met the agreed standard. A partial or full adjustment to the invoice where justified. Suggestions or arrangements for remedial action where damage is found to be the result of our work, subject to our terms and conditions and any applicable limitations.

We will always seek a solution that is fair and proportionate to the issue raised, taking into account the condition of items before cleaning, limitations of cleaning processes, and any pre-existing damage or wear.

Timeframes

We aim to acknowledge complaints promptly and to provide a full response within a reasonable timeframe. The exact duration may vary depending on the complexity of the case, the availability of staff for inspection, and whether additional information or evidence is required.

If we need more time to investigate, we will inform you and keep you updated on the progress and expected timescales.

Your Responsibilities

To help us handle your complaint effectively, we ask that you provide accurate and complete information, allow reasonable access to the property if a re-inspection is required, and cooperate with our team during the investigation. We also ask that all communication remains respectful. We will not tolerate abusive, threatening or aggressive behaviour towards our staff.

Escalating a Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it is escalated for further review by a senior member of our team. Your case will then be reconsidered, taking into account any new or additional information you wish to provide.

The reviewing manager will either uphold the original decision or propose an alternative resolution. You will be informed of the final position and the reasons for it.

Recording and Using Complaint Information

We keep records of complaints in order to monitor the quality of our services and to identify any recurring issues. This information helps us to train our staff, update our procedures, and improve the overall experience for customers using Carpet Cleaners Westminster.

Complaint records are stored securely and used in line with applicable data protection principles. Only personnel who need the information to handle your complaint or to improve our services will have access to it.

Review of This Procedure

Carpet Cleaners Westminster may update this Complaints Procedure from time to time to reflect changes in our operations, customer expectations, or applicable guidance. The version in force at the time you make your complaint will be the procedure we follow for that case.

If you have any questions about this Complaints Procedure or would like clarification on any part of it, you can contact us through our usual customer support channels before or after making a complaint.