Complaints Procedure

Complaints Procedure for Carpet Cleaners Chelsea

Carpet Cleaners Chelsea is committed to providing professional carpet and upholstery cleaning services and to resolving any concerns promptly and fairly. This complaints procedure explains how you can raise an issue with us, how we will handle your complaint, and what you can expect at each stage of the process.

1. Purpose of This Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction with our carpet, rug, upholstery, or related cleaning services is dealt with consistently, transparently, and within reasonable timescales. It applies to all domestic and commercial clients who have used our services.

We view feedback, including complaints, as an opportunity to improve our standards, staff training, service delivery, and customer care throughout our service area.

2. What Is a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, from a customer about the quality of work, conduct of cleaning technicians, scheduling, pricing clarity, or any other aspect of our cleaning services, where a response or resolution is explicitly or implicitly expected.

Examples may include concerns about the outcome of a carpet clean, damage allegedly caused during a visit, delays in arrival, or the way you were treated by a member of our team.

3. How to Make a Complaint

You can raise a complaint in any reasonable way that is convenient for you, including by speaking with a team member on site or by contacting our office. When you submit a complaint, please provide as much detail as possible so we can investigate thoroughly.

To help us handle your complaint efficiently, please include the following information where possible:

• Your full name and the address where the cleaning service was carried out
• The date and approximate time of the service
• A clear description of what went wrong or why you are dissatisfied
• Any relevant photographs or supporting information relating to the issue
• What you would consider to be a fair resolution

Complaints should be raised as soon as reasonably possible after the service, and in any event no later than 30 days after the work was carried out, so that we can investigate while the details remain clear.

4. Initial Response and Acknowledgement

Once your complaint is received, we will acknowledge it within a reasonable timeframe. In most cases, you can expect acknowledgment within three working days. We may contact you at this stage to clarify details, request further information, or arrange a convenient time to inspect the work if needed.

Our initial response will outline the next steps, provide an estimated timescale for investigation, and confirm the person responsible for handling your complaint.

5. Investigation Process

Your complaint will be investigated by a member of our management team who was not directly involved in the original service wherever possible. The investigation may include:

• Reviewing your booking details and job notes
• Speaking to the cleaning operative or team who attended the property
• Examining any photographs or evidence you have provided
• Arranging a follow-up visit to inspect the carpets, upholstery, or other affected areas

We aim to complete our investigation and provide a full response within 10 working days of acknowledging your complaint. If the matter is complex and we require more time, we will inform you of the reasons for the delay and give an updated timescale.

6. Outcome and Resolution

After the investigation is completed, we will contact you with our findings and proposed resolution. Our final response will explain:

• Whether your complaint has been upheld in full, in part, or not upheld
• The reasons for our decision, based on the information and evidence available
• Any actions we will take to put things right, where appropriate

Depending on the circumstances, possible resolutions may include:

• A detailed explanation and, where applicable, an apology
• A re-clean of the affected area at no additional cost
• A partial or full refund, where justified
• An alternative remedy agreed with you in advance

Any redress offered will be fair and proportionate to the nature of the complaint and the impact on you.

7. Escalation of Your Complaint

If you are not satisfied with our initial decision or the proposed resolution, you may ask for your complaint to be reviewed by a more senior member of our management team. Your request for escalation should set out why you remain dissatisfied and what outcome you are seeking.

We will review the handling of your complaint, reconsider the evidence, and determine whether the original decision was reasonable. Following this review, we will provide you with a final response. This will normally be issued within 10 working days of receiving your escalation request.

8. Your Responsibilities

We ask that you cooperate with our complaints process by:

• Providing accurate and complete information
• Allowing us reasonable access to inspect the work where needed
• Communicating with our staff in a respectful manner

Where remedial work or a re-clean is agreed, it should be carried out within a reasonable timescale and at a mutually convenient time.

9. Recording and Monitoring Complaints

All complaints are logged and recorded by Carpet Cleaners Chelsea. We monitor complaint trends to identify recurring issues and opportunities to improve our cleaning methods, staff training, equipment, and customer care procedures throughout the areas we serve.

Information from complaints is used internally to drive continuous improvement and to help ensure that similar issues are less likely to arise in the future.

10. Policy Review

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time in line with changes to our services, internal processes, or legal and regulatory requirements.

By using our services, you agree that any concerns will be raised in line with this procedure so that we have a fair opportunity to investigate and resolve them.