Complaints Procedure for Carpet Cleaning Shoreditch Customers

This complaints procedure explains how you can raise a concern about any carpet, upholstery, or related cleaning service you receive from Carpet Cleaning Shoreditch. Our aim is to resolve issues promptly, fairly, and transparently, while using your feedback to continually improve our services.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and straightforward process for customers who feel that the service they received did not meet their expectations. It outlines how to make a complaint, how we will respond, and what steps are available if you are not satisfied with the outcome.

This procedure applies to all cleaning work carried out by our team, including carpet cleaning, rug cleaning, upholstery cleaning, stain removal, and related services within our normal operating areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction from a customer about our services, whether it is about the quality of work, conduct of staff, timing of appointments, pricing clarity, or any aspect of the customer experience. We treat all complaints seriously, regardless of how minor they may seem.

If you are unsure whether your concern is a complaint, we encourage you to raise it with us so we can respond appropriately and address any issues as early as possible.

How to Make a Complaint

You can submit a complaint using any standard written or verbal communication method. Please provide as much detail as possible to help us understand and investigate your concern thoroughly. When making a complaint, include the following information where possible:

1. Your full name and preferred method of contact.
2. The address where the cleaning service was carried out.
3. The date and approximate time of the service.
4. A clear description of the issue you experienced.
5. Any relevant photographs or supporting information, if available.
6. Details of any conversations already held with our staff about the matter.

We recommend raising your concern as soon as possible after the service, ideally within 7 days, so that we can investigate effectively and resolve the matter quickly.

Initial Response and Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable time frame. In most cases, this will be within three working days. Our acknowledgement will confirm that we have received your complaint and that it is being reviewed, and may request any further information needed to proceed with the investigation.

Where possible, we aim to resolve straightforward issues immediately or within a short period. For more complex concerns, we will explain the steps we intend to take and provide an estimated time frame for our full response.

Investigation of Your Complaint

All complaints are investigated by a responsible member of our team. The investigation may include:

1. Reviewing the booking details and service notes.
2. Speaking with the technician or team who carried out the work.
3. Assessing any photographs or evidence provided by you.
4. Where appropriate, arranging a follow-up visit to inspect the work.

We aim to complete our investigation and provide a full response within 10 working days of acknowledging your complaint. If we require more time, we will inform you of the reason and provide a revised time frame.

Our Decision and Proposed Resolution

After investigating, we will contact you with our findings and explain our decision clearly. Depending on the nature of the complaint, our proposed resolution may include one or more of the following:

1. A clear explanation or clarification about the service delivered.
2. A return visit to attempt to rectify any issues with the cleaning work.
3. A partial or full refund, where appropriate and justified.
4. An apology and an explanation of steps we will take to prevent a similar issue occurring again.

We will always aim to reach a fair and reasonable outcome, taking into account the scope of work agreed, the condition of the items cleaned, and any limitations explained before or during the service.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint or feel that it has not been handled properly, you may ask for your complaint to be reviewed by a senior member of our team. When requesting a review, please explain why you are dissatisfied and what outcome you are seeking.

The senior reviewer will reassess the information, consider any new details you provide, and issue a final response. This will normally be provided within 10 working days of your request for a review, or we will inform you if additional time is required.

Time Limits and Reasonable Expectations

We ask that complaints be made within a reasonable time period after the service has been delivered. This allows us to investigate effectively and, where appropriate, revisit the property to inspect the work. While we will always consider your concerns, it may be more difficult to resolve issues that are reported after a significant delay, especially where carpets or upholstery have since been used or cleaned by another party.

Our Commitment to Continuous Improvement

All complaints, whether minor or significant, are recorded and reviewed regularly. We analyse trends and feedback to improve our cleaning processes, staff training, customer communication, and overall service quality across our operating areas.

By following this complaints procedure, our goal is not only to resolve individual concerns but also to ensure that Carpet Cleaning Shoreditch consistently delivers reliable, professional, and respectful service to every customer.

Privacy and Confidentiality

All complaints are handled confidentially. Information will only be shared with team members directly involved in investigating and resolving your concern, or where we are required to share details in line with applicable laws or regulations. Any personal information you provide as part of your complaint will be managed in accordance with our data protection practices.

We appreciate your feedback and the opportunity to address any issues you may experience with our carpet and upholstery cleaning services. Your comments help us enhance our standards and provide a better service to all customers.