Catford Carpet Cleaners Complaints Procedure
Catford Carpet Cleaners aims to provide a reliable, professional and friendly carpet and upholstery cleaning service. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
Scope of this Complaints Procedure
This procedure applies to all domestic and commercial customers who use Catford Carpet Cleaners for carpet, rug, upholstery, and related cleaning services. It covers issues such as service quality, conduct of staff, scheduling problems, damage concerns and administrative errors. It does not cover matters that are already the subject of legal proceedings or insurance claims being handled solely by an insurer.
Our Commitment to You
We are committed to treating every complaint seriously and dealing with it promptly, fairly and consistently. We use feedback to improve our services, staff training and operational processes across the areas we serve. You will always be treated with courtesy and respect, and we ask that our team is treated in the same way throughout the complaints process.
How to Make a Complaint
If you are dissatisfied with any aspect of our carpet or upholstery cleaning service, we encourage you to raise your concern as soon as possible so we have a fair opportunity to put things right.
You can make a complaint in the following ways:
Verbal complaint: You may speak to the cleaning technician on site at the time of the service, or contact our office to explain your concern. We recommend following up any verbal complaint in writing so that there is a clear record of what has been raised.
Written complaint: You may send a written complaint to our office. Please provide your full name, service address, date and time of the clean, and a clear description of the issue. If relevant, include photographs of any areas of concern, such as staining, damage or missed areas.
Information We Need From You
To help us investigate your complaint quickly and effectively, please include the following information where possible:
Your name and the address where the service was carried out.
The date and approximate time of the appointment.
A description of the service booked, such as carpet cleaning, upholstery cleaning or end of tenancy cleaning.
A detailed explanation of your concern, including specific rooms, items or areas affected.
Any photographs or notes that support your complaint.
Any steps already taken with our staff to resolve the issue, and the outcome.
Time Limits for Making a Complaint
To allow us to assess the property in the same condition as immediately after the service, complaints relating to the quality of cleaning should normally be made within 48 hours of the work being completed. Complaints about damage to carpets, rugs, upholstery or other items should be raised as soon as reasonably possible after you become aware of the issue. We may not be able to fully investigate complaints raised after a significant delay.
How We Handle Your Complaint
Stage one: Acknowledgement
We aim to acknowledge written complaints promptly. Where possible, we will do this within a short timeframe from receiving your complaint. At this stage, we may request additional information or photographs to help us understand the situation clearly.
Stage two: Investigation
A member of our management team will review the details of your complaint, the service records and any relevant notes from the cleaning technicians. Where appropriate, we may arrange a visit to inspect the carpets, upholstery or other affected areas. Our investigation will consider the condition of the items before cleaning, any limitations explained at the time of booking, and the procedures followed by our staff.
Stage three: Response
Following our investigation, we will provide you with a written response outlining our findings, any actions we propose to take, and the reasons for our decision. We aim to respond within a reasonable timescale, although more complex matters may take longer. If additional time is needed, we will let you know.
Possible Outcomes and Remedies
Where we find that our service has fallen below our expected standards, we will seek to offer a fair and proportionate resolution. Depending on the circumstances, this may include one or more of the following:
A return visit to re-clean specific areas of carpet or upholstery.
A partial or full refund of the service charge, where appropriate.
A goodwill gesture, where we consider it justified.
Guidance on ongoing care of carpets and upholstery to help prevent similar issues.
Any remedy offered will take into account the age and condition of the carpets or furnishings, any pre-existing damage or staining, and the realistic results that can be achieved through cleaning methods.
Complaints About Damage
Where you believe that damage has been caused during a carpet or upholstery cleaning visit, please report this as soon as possible. We may need to inspect the item in person. In some cases, it may be necessary to involve specialist repairers or to refer the matter to our insurers. You must not attempt repairs or dispose of damaged items before we have had reasonable opportunity to inspect them, as this may affect our ability to investigate.
Unresolved Complaints
We aim to resolve all complaints directly with our customers. If you are not satisfied with the outcome of our investigation or the resolution offered, you may write to us again, setting out the reasons why you remain dissatisfied and any additional information you would like us to consider. A senior member of our team will then review the matter and provide a final response.
Using Complaints to Improve Our Service
Feedback and complaints are an important part of how we maintain and improve our carpet and upholstery cleaning services. We regularly review the concerns raised by customers to identify patterns, training needs and opportunities for improvement in the way we operate across our service areas.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with applicable data protection requirements. Information is only shared with staff members who need it to investigate and resolve your complaint, or where we are required to share details with insurers or relevant authorities.
Review of this Complaints Procedure
Catford Carpet Cleaners keeps this Complaints Procedure under regular review to ensure it remains clear, fair and effective. Updates may be made from time to time to reflect changes in our services, internal processes or relevant regulations.