Complaints Procedure

Complaints Procedure for Carpet Cleaners Notting Hill

This complaints procedure explains how customers of Carpet Cleaners Notting Hill can raise concerns about our carpet, rug, upholstery, sofa, mattress or other cleaning services, and how we will respond. Our aim is to deal with every complaint promptly, fairly and consistently, and to use feedback to improve our services in the wider Notting Hill area and surrounding districts.

Our commitment to resolving complaints

We are committed to providing a professional and reliable cleaning service in homes and commercial premises. If you are unhappy with any aspect of our work, we want to know. We will:

Listen carefully to your concerns, treat your complaint seriously, handle it confidentially, aim to resolve it at the earliest opportunity, keep you informed throughout the process, and use the outcome to improve our services.

What is a complaint

A complaint is any expression of dissatisfaction about the cleaning services you have received from Carpet Cleaners Notting Hill, whether the issue is minor or serious. This can include concerns about the quality of cleaning, damage to property or items, staff behaviour or conduct, timekeeping or reliability, communication before or after the visit, and invoicing or payment issues.

You do not need to use any specific wording for your concern to be treated as a complaint. If you tell us you are unhappy, we will treat it as a complaint and follow this procedure.

How to make a complaint

You can make a complaint in the way that is most convenient to you. Please provide as much detail as possible so we can investigate fully. Include your full name, service address, date and approximate time of the cleaning visit, description of the work carried out, clear description of the issue you are complaining about, and any supporting information such as photographs, invoices or written notes.

You can raise a complaint verbally or in writing. If you initially complain verbally, we may ask you to confirm key details in writing so that we have a clear record of your concerns and can respond more accurately.

Time limits for raising a complaint

To help us investigate effectively, we ask that you raise your complaint as soon as possible, and ideally within 7 days of the cleaning service taking place. For issues relating to damage or stains, we strongly recommend contacting us within 24 hours so that we can inspect the affected area promptly and consider appropriate remedial action.

We may still look into complaints raised after these suggested timeframes, but our ability to investigate and resolve the matter may be reduced.

Stage one: Initial review and response

When we receive your complaint, we will acknowledge it as soon as reasonably possible. We will log the details, review the information you have provided, contact the operative or team who carried out the work, and arrange any additional information we need from you.

In many cases we will try to resolve the matter at this first stage, for example by explaining what happened, offering to revisit the property to inspect the work, carrying out additional cleaning where appropriate, or discussing another practical remedy.

We aim to provide an initial response within a reasonable timeframe depending on the complexity of the issue. If we cannot give a full answer within that time, we will explain why and let you know when you can expect a further update.

Stage two: Further investigation and review

If you are not satisfied with the outcome of stage one, you can ask for your complaint to be reviewed at a higher level within Carpet Cleaners Notting Hill. A senior member of our team who was not directly involved in the original work will review the complaint, the steps already taken, and any additional evidence.

During this stage, we may ask to revisit your property to carry out another inspection, speak again with the cleaning operatives involved, request further photographs or documents, and consider whether our policies and procedures were followed correctly.

Once this further investigation is complete, we will provide a written outcome setting out the issues you raised, the steps we have taken to investigate, our findings, and any actions or remedies we propose.

Possible outcomes and remedies

Depending on the circumstances, possible outcomes of a complaint may include a clear explanation of what happened and why, an apology where appropriate, a return visit to repeat or improve part of the cleaning service, additional work at no extra cost where justified, practical advice on ongoing care of carpets or upholstery, and a partial or full adjustment to the invoice where this is deemed appropriate.

Any remedy offered will take into account the nature of the complaint, the condition of the items cleaned before our visit, any limitations explained in advance, and the terms and conditions that apply to our services.

Our expectations of customers

We ask that customers raising complaints treat our staff with respect, provide accurate and complete information, allow reasonable time for us to investigate, and give us access to the property to inspect the work when needed. Abusive, threatening or aggressive behaviour towards our staff will not be tolerated and may result in us withdrawing our services.

Data protection and confidentiality

All complaints will be handled in line with our data protection obligations. The information you provide will be used only for the purpose of investigating and resolving your complaint, and for improving our services. Details will be shared internally only with those who need to know in order to deal with the matter appropriately.

Continuous improvement

We review complaints regularly to identify any patterns or recurring issues in our carpet and upholstery cleaning services. Where needed, we will provide additional staff training, refine our cleaning methods, update our equipment, or amend our policies and procedures. By following this complaints procedure, we aim to maintain high standards for our customers in Notting Hill and nearby areas and to ensure that concerns are handled fairly and constructively.

Updates to this complaints procedure

Carpet Cleaners Notting Hill may update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable regulations. The version in force at the time you raise your complaint will apply to how we handle your concerns.