Earls Court Carpet Cleaners Complaints Procedure

Earls Court Carpet Cleaners is committed to providing a professional and reliable cleaning service. We aim to deliver high standards on every visit, but we recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and accessible process for handling any dissatisfaction related to our carpet, upholstery, rug or general cleaning services. We use complaints as an opportunity to put things right and to improve our services across the areas we serve.

This procedure applies to all customers who have received a service from Earls Court Carpet Cleaners, whether the work was carried out in a private home, rented property, commercial premises or communal area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they were delivered, when you would like a response or resolution. This may include, for example:

Unsatisfactory cleaning results, such as visible stains or areas missed. Concerns about the conduct, attitude or appearance of our cleaning staff. Issues with booking, timekeeping, cancellations or access arrangements. Disputes about charges, invoices, or payment arrangements. Concerns about how your property or belongings were treated. Worries about how your personal data or information was handled.

You do not need to use formal language or refer to this procedure when raising a complaint. If you are unhappy and want us to respond, we will treat it as a complaint.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible, preferably on the same day the service takes place, or as soon as you reasonably become aware of an issue.

You can make a complaint in writing or verbally. When submitting a complaint, please provide:

Your full name and, if relevant, the name on the booking. The address where the cleaning took place. The date and approximate time of the service. A clear description of what went wrong or why you are dissatisfied. Any photos or other evidence you feel are relevant, if available. How you would ideally like the issue to be resolved.

This information helps us investigate your concerns thoroughly and respond as quickly as possible.

Initial Resolution by the Operations Team

In the first instance, our operations or customer service team will aim to resolve your complaint informally. Where possible, they will:

Listen carefully to your description of the issue. Check booking details, work notes and staff reports. Ask any questions needed to understand what happened. Propose practical steps to put the matter right, where appropriate.

Depending on the nature of the complaint, these steps might include offering guidance on aftercare, arranging a revisit or re-clean of affected areas, agreeing a partial or full adjustment of charges where justified, or providing advice on alternative solutions if a problem cannot reasonably be corrected by cleaning alone.

We aim to provide an initial response within a reasonable timeframe. If we need longer to investigate, we will explain why and confirm when you can expect a fuller reply.

Formal Complaint Review

If you are not satisfied with the informal resolution, or if the matter is more serious or complex, you may request that your complaint is treated as a formal complaint.

When a complaint is escalated to this level:

A senior member of staff will review your complaint and all relevant information, including staff statements, job records and any supporting evidence. We may contact you for further details or clarification. We will consider carefully whether our service met our published standards and reasonable professional expectations.

Following this review, we will provide you with a written outcome that sets out:

A summary of the complaint. The findings of our investigation. Any steps we have taken, or will take, to resolve the issue. Any changes we plan to make to our processes or training as a result.

We aim to complete a formal review within a reasonable period, taking into account the complexity of the matter and the availability of information.

Possible Outcomes and Remedies

Where a complaint is upheld, we will aim to reach a fair and proportionate outcome. Depending on the circumstances, this may include, where appropriate:

Providing a re-clean of agreed areas within a reasonable period. Offering a partial or full adjustment to the service charge where justified. Providing guidance on preventative care or maintenance for carpets and upholstery. Implementing additional staff training or supervision. Adjusting internal processes or quality checks to prevent recurrence.

Where a complaint is not upheld, we will explain clearly the reasons for our decision and what evidence we relied upon. Even where we do not accept that we were at fault, we may still offer goodwill measures at our discretion.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the service. Complaints about cleaning quality or visible results should normally be reported within a short period after the work, while the condition of carpets and surfaces is still recent and can be accurately assessed.

Complaints raised much later may be more difficult to investigate, as further use, wear, or other external factors may have affected the property. In such cases, we will still review your concerns but our ability to offer remedies may be limited.

Our Commitment to Fairness and Confidentiality

We treat all complaints seriously and handle them in a respectful and professional manner. We will not discriminate against you or treat you less favourably because you have made a complaint or raised concerns about our services.

Information you provide in connection with a complaint will be used only for the purpose of investigating and resolving the matter, administering our services and improving quality. We will store complaint records securely and in line with our data handling practices.

Continuous Improvement

Every complaint is an opportunity for us to review and enhance our work. We regularly analyse the nature and frequency of complaints received, looking for patterns and areas where additional training, supervision, equipment upgrades or changes to procedures may be beneficial.

By following this Complaints Procedure, we aim to resolve individual issues fairly while continually improving the carpet and upholstery cleaning services we provide.