Complaints Procedure for Carpet Cleaners Surrey Clients

This Complaints Procedure explains how customers of Carpet Cleaners Surrey can raise concerns about our carpet, upholstery and related cleaning services, and how we will respond. Our aim is to resolve issues fairly, promptly and professionally so that every customer in our service areas feels confident about using our company.

Our Commitment to Handling Complaints

Carpet Cleaners Surrey is committed to delivering a consistently high standard of service. When something goes wrong, we see it as an opportunity to put things right and improve. We will treat every complaint seriously, listen carefully, and handle your information with respect and sensitivity.

We aim to:

• Make it easy for you to tell us about a problem
• Acknowledge your complaint promptly
• Investigate thoroughly and impartially
• Explain our findings in clear language
• Offer appropriate remedies where we are at fault
• Use feedback to improve our services and procedures

What This Procedure Covers

This procedure is intended for customers who wish to complain about any aspect of our cleaning services or conduct, including but not limited to:

• Quality of carpet, rug or upholstery cleaning work
• Damage or alleged damage to property or belongings
• Behaviour or professionalism of our cleaning technicians
• Adherence to agreed appointments, arrival times or access arrangements
• Invoicing, quotations or other service-related issues

If your concern relates to a health and safety emergency or immediate risk to people or property, please prioritise safety first and contact the appropriate emergency services where necessary before contacting us.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to receive complaints in any reasonable form, putting your concerns in writing will often help us fully understand the situation and respond more effectively.

When submitting a complaint, please provide as much of the following information as possible:

• Your full name and any reference you have for your booking
• The address where the service was carried out
• The date and approximate time of the service
• A clear description of what went wrong and when it occurred
• Any relevant photographs or supporting information you wish to provide
• The outcome or resolution you would consider fair, if you have one in mind

Stage One: Informal Resolution

Wherever possible, we encourage you to raise any concerns as soon as you become aware of a problem, ideally on the day of the service or shortly after. In many cases, issues can be resolved quickly and informally by:

• Asking the attending technician to review the area of concern while still on site, or
• Contacting our office team to discuss the issue and possible solutions.

At this stage, we may be able to offer a prompt remedy such as re-cleaning specific areas, clarifying misunderstandings or providing additional information about the work carried out.

Stage Two: Formal Complaint and Investigation

If your concern cannot be resolved informally, or you remain dissatisfied with the initial response, you can make a formal complaint. Once received, we will:

• Log your complaint in our internal system
• Acknowledge receipt within a reasonable timeframe
• Assign a member of the management team to review and investigate

The investigation may include:

• Reviewing your booking details, notes and any photographs
• Speaking with the cleaning technician or team involved
• Assessing any damage or quality issues raised
• Considering any relevant policies, guidance or manufacturer recommendations for cleaning

We will aim to complete our investigation and provide a full response within a reasonable period of time, taking into account the complexity of the complaint and the need to gather accurate information.

Our Response and Possible Resolutions

At the end of our investigation, we will provide a clear written response setting out:

• Our understanding of your complaint
• The steps we took to investigate
• Our findings and conclusions
• Any actions we propose to take to resolve the matter

Depending on the circumstances, possible outcomes may include, where appropriate:

• A detailed explanation or clarification
• A repeat or partial repeat of the cleaning service
• A goodwill gesture
• A partial or full refund, where justified
• A plan to prevent similar issues arising in the future

Any remedies will be considered on a case-by-case basis, with reference to the evidence available and the terms agreed for the original service.

Escalation of Unresolved Complaints

If you are not satisfied with the outcome of the formal complaint process, you may request that your complaint be reviewed by a more senior member of our management team. In doing so, please explain why you remain unhappy and what further outcome you are seeking.

The senior reviewer will look at:

• How the complaint was handled
• Whether our response was reasonable and in line with our policies
• Whether any additional information or perspective needs to be considered

They will then provide a final response. This internal review will usually represent the end of our company complaints process.

Time Limits for Complaints

We recommend that complaints are raised as soon as reasonably possible after the service has been provided so that we can properly investigate and respond while details are still clear and relevant evidence is available.

Where a long period of time has passed between the date of service and the complaint being raised, it may limit the options available to us, particularly where evidence is no longer accessible or conditions at the property have significantly changed.

Fair Treatment and Confidentiality

All complaints will be handled fairly and without discrimination. Raising a complaint will not affect your statutory rights or your ability to use our services again in the future.

We will handle your personal information in line with our data protection responsibilities, sharing details internally only with those who need them to address your complaint and improve our services.

Continuous Improvement

Feedback from customers in all areas we serve is essential in helping Carpet Cleaners Surrey maintain high standards. We review complaints on a regular basis to identify recurring issues, training needs and opportunities to improve our cleaning methods, communication and customer care.

By following this Complaints Procedure, we aim to provide a clear, fair and efficient way for you to have your concerns heard and resolved, and to ensure we continue to deliver reliable and professional cleaning services.