Complaints Procedure for Carpet Cleaners Maida Vale Customers

Carpet Cleaners Maida Vale is committed to delivering reliable, professional cleaning services and to handling any concerns in a fair, courteous and timely manner. This complaints procedure explains how you can raise an issue, how we will respond, and what you can expect at each stage of the process.

1. Purpose and Scope of This Procedure

This complaints procedure applies to all customers who use our cleaning services, including carpet, rug, upholstery and general domestic or commercial cleaning. It covers any expression of dissatisfaction about our work, our staff, our communication, or the way a previous concern has been handled.

We use all feedback and complaints to improve our services, training and quality controls across our regular routes and appointments within our local service area.

2. What We Consider a Complaint

A complaint is any concern you raise where you believe that:

• The service provided did not meet the standard you reasonably expected.
• Our technicians, office team or subcontractors acted inappropriately or unprofessionally.
• We did not follow through on an agreed appointment, quotation or aftercare commitment.
• We did not handle a previous query or concern to your satisfaction.

You do not need to use the word “complaint” for this procedure to apply. If you tell us you are unhappy and want us to put something right, we will treat it as a complaint under this procedure.

3. How to Raise a Complaint

You can raise a complaint in whichever way is easiest for you. You may contact our office team during normal working hours or speak directly with a supervisor or manager. If you prefer to put your complaint in writing, you may send a letter describing the issue in as much detail as possible, including:

• Your full name and contact details.
• 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 did not meet your expectations.
• Any photos, notes or other details that might help us understand the problem.

Providing full information from the start helps us investigate quickly and accurately.

4. Our Initial Response

Once we receive your complaint, we will record it in our internal system and acknowledge receipt as soon as reasonably possible. We aim to acknowledge all complaints within a short time frame during our standard business days.

At this stage we may contact you to clarify details, request further information or arrange a convenient time to discuss the matter. Our goal is to understand the situation fully and to agree on the most appropriate next steps.

5. Investigation and Assessment

Your complaint will be reviewed by a manager or a person with appropriate authority who was not directly responsible for the issue raised wherever possible. The investigation may include:

• Speaking with the cleaning technicians who attended your property.
• Reviewing job notes, checklists and any before and after records we hold.
• Considering any photographs or evidence you have provided.
• Assessing whether our procedures and standards were followed.

We will keep your details confidential within our team and will only share information as necessary to understand and resolve your complaint.

6. Timeframes for Resolution

We aim to complete our investigation and provide a substantive response within a reasonable period, depending on the complexity of the issue. Straightforward matters may be resolved quickly, while more complex concerns can take longer.

If we need more time, we will let you know, explain why and give you an updated timescale for our response.

7. Outcomes and Remedies

Once our investigation is complete, we will explain our findings and any actions we propose to take. Depending on the circumstances, outcomes may include one or more of the following:

• Providing advice on aftercare or further treatment where appropriate.
• Returning to your property to re-clean specific areas, where reasonable and practical.
• Offering a partial or full refund where service failures are clearly identified.
• Offering a goodwill gesture where appropriate.
• Reviewing and improving our internal processes or staff training.

We will always aim to reach a fair outcome that reflects the evidence available and the standards we set for our services throughout our operating area.

8. If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint or feel it has not been handled fairly, you may request a further review. A senior member of our team, who was not involved in the original investigation, will re-assess the case wherever possible.

When requesting a review, please explain why you are dissatisfied with the initial outcome and highlight any information you feel has not been considered. We will aim to respond to the review within a reasonable timescale and will provide our final position in writing or by another agreed method.

9. Your Responsibilities as a Customer

To help us deal with complaints efficiently and fairly, we ask that you:

• Raise any issues as soon as reasonably possible after the service.
• Provide accurate and complete information.
• Allow us reasonable access to the property if we need to inspect or re-clean.
• Communicate with our staff in a respectful and constructive manner.

We reserve the right to end communication if a customer behaves in an abusive, threatening or unreasonable way, while still considering any valid issues raised.

10. Continuous Improvement

We treat complaints as an opportunity to learn and improve. All complaints are logged and periodically reviewed to identify any recurring issues. This analysis helps us refine our cleaning methods, staff training and quality assurance checks across our service area.

By following this complaints procedure, Carpet Cleaners Maida Vale aims to resolve individual issues fairly while raising overall standards and maintaining the trust of the customers and communities we serve.